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Jul 31, 2019 Thomas Cannon

4 CX Best Practices to Look for in an Outsourced Call Center

Customer service representative smiling on phone

The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer - it’s the overall experience you offer them.

Unfortunately, however, no matter how large your business is, it’s unlikely that you will have the expertise or resources in-house that allows you to keep up with the modern trends and technologies needed to develop a superior customer experience strategy.

For that reason, you may have decided to improve your company’s customer experience strategy by outsourcing your customer service to a nearshore call center in Canada or the Carribean? That’s fantastic news.

An outsourced call center will implement modern technology and strategies into your brand’s customer service program, allowing you to reduce customer effort, create a self-service plan, design an omnichannel customer service strategy, make use of real-time customer data and much more!

However, it’s important you find a modern call center that has the experience and know-how to create a customer experience plan - and not just simply answer the phones. Advantage Communications has created a list of four best customer experience practices you should ensure your outsourced call center implements:

1 - Create a plan for your entire customer journey

No longer is it OK to simply sell your product or service and then use your customer service agents to react to complaints. You need to be proactive and create a plan that looks at the entire customer journey.

Every single interaction a customer has with your company is part of the customer experience, and it’s for that reason you need to design a strategy that looks at every single contact you have with your customer - from the very first interaction to the last.

By partnering with an outsourced call center that creates a plan for your entire customer journey, you’ll be able to ensure that your brand delights its customers at each point of contact.

2 - Make use of artificial intelligence

Contact center artificial intelligence (AI) has improved significantly in recent years, and is now able to play an important role in your company’s CX strategy. In fact, not only can artificial intelligence relieve the strain on customer service agents and ensure they focus on more complex tasks, it is also able to track your customer experience.

AI can improve CX performance by improving customer service habits before customers receive a bad experience, using data to develop personalized content and responses for each customer, analysing emotion to understand a customers reaction, as well as having real-time measurable conversations with customers.

3 - Hire customer-centric agents that work as brand ambassadors for your business

It may sound obvious, but for successful customer service you really need agents who enjoy their work and are passionate about your brand. You should look for an outsourced call center that takes pride in training agents to be brand ambassadors for your company.

Agents who are brand ambassadors will be fully immersed in your products or services, and will strive to ensure your customers receive the very best customer service. The result? Proactive and knowledgeable customer service agents who ensure your business is delivering a world-class customer experience.

4 - Boost agent performance through operational intelligence

Brand ambassadors are fantastic, but it’s important that your outsourced call center is providing them with the technology they need to take their customer support to the next level - that’s where real-time operational intelligence comes in.

By providing customer agents with easy-to-read, real-time feedback as they are working, operational intelligence ensures agents are able to resolve customer queries on the spot without the need for a follow-up call - reducing customer effort and greatly improving customer satisfaction.

Want to learn more about what you should look for when searching for an outsourced call center that will transform your brand’s customer experience? Contact Advantage Communications today, we would be more than happy to answer any questions you have.

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Published by Thomas Cannon July 31, 2019