What are the common challenges in outsourcing contact centers?
Contact center outsourcing can be cost-effective while maintaining excellent customer experiences. It offers both large and small businesses numerous benefits, including cost savings and scalability, ensuring prompt adaptation to fluctuating call and contact volumes without compromising service quality.
While outsourced call centers can offer cost efficiencies, neglecting CX considerations can have lasting repercussions, such as heightened customer churn and revenue decline. Case in point, it's essential to prioritize CX alongside cost considerations for sustained success.
Cost Benefits of Outsourcing Contact Centers
With outsourcing, there are fewer costs to consider for elements of a call center, such as:
Decreased cost for Initial recruitment and training
Decreased cost for Infrastructure, equipment, and in-house staff maintenance
Opportunity to concentrate on core business functions
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
