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Oct 27, 2020 Gregory Hough

Guide to Implementing a Successful Customer Service Program (Part 2)

Customer Service Program

As we discussed in the first part of this blog, The Ultimate Guide to Implementing a Successful Customer Service Program (Part 1), a customer service program is the foundation of any successful business. 

High-quality customer service leads to happier customers, more sales, improved customer loyalty, an enhanced customer experience (CX), increased repeat business and many other benefits. 

Ultimately, a successful customer service strategy will lead your business to become more competitive within your sector. The result? Your company will be able to increase its customer base and drive profitable growth. 

It’s one thing to talk about the benefits of a successful customer service program, however, and a completely different thing to implement a customer service strategy that gives your business tangible results. 

That’s why in the second part of this blog, Advantage Communications will discuss why working with an outsourced contact center is an essential aspect of building your customer service program. 

Why outsourcing your customer service program will transform your customer experience

Building a customer service program seems simple in theory, but in practice it’s incredibly complex. Your organization needs to introduce innovative methods that will enhance the customer experience, improve customer service agent performance and measure customer service metrics - all while doing so in a cost-effective manner. 

Most organizations simply do not have the resources, expertise or technologies required to create a customer service strategy that meets both your customer expectations right now, and can be adapted to meet their future needs.

By partnering with a world-class contact center to build your customer service program, your brand will have access to the knowledge, technologies (both customer-facing such as artificial intelligence and back-end technologies that enhance agent performance), expert representatives and scalability that make your organization stand out above its competitors.

Here are just a few of the top reasons why outsourcing your customer service program to a contact center will benefit your business:

  • Access to world-class technologies that you wouldn’t be able to afford in-house, such as artificial intelligence (AI), live-call guidance, operational intelligence and much more. 
  • The opportunity to work with highly-qualified customer service representatives who are truly knowledgeable and passionate about the brands that they work with.
  • Access to industry experts who will continually improve your customer service program and create a customer experience strategy that delights your customers.
  • The ability to completely scale your customer service department depending on business growth and seasonal demand. By working with an outsourced contact center your business will be able to rapidly scale up and down its customer service team depending on demand at any given time. 

How to outsource your customer service program to a contact center

Now you understand how partnering with a contact center will benefit your business, the next step is to learn how the outsourcing process actually works. To simplify things, we have created a quick five step process that acts as a guide on what you can expect when outsourcing your contact center partner. 

#1 Discovery - The first step of any business and contact center relationship is communication. Here you will describe exactly what goals your company has, and learn what technologies and strategies your contact center will implement to achieve them.

#2 Planning - Now it’s time to plan your customer service program. You will work with your contact center to build a strategy that helps you achieve your specific objectives and transforms the customer experience that you offer.

#3 Preparation - With a plan now created, it’s time to prepare for the strategy to be put into place. This step will start preparing all of the necessary technologies, systems and methods that will provide your company with tangible metrics and results. 

#4 Training - With everything now set up and ready to go, your company will undergo a series of training events that ensure you understand exactly how the program works and what it is trying to achieve. You’ll learn how customer service agent actions are improving the overall customer experience of your brand.

#5 Launch - Your program is live and ready to deliver! Sit back and take on board metrics, such as first-call resolution (FCR), customer satisfaction (CSAT), customer effort score (CES), and many others that show exactly how your customer service program is performing.

Are you interested in learning more about how your company can outsource its customer service program to a contact center? Check out our website page, which gives a complete overview on what you’ll need to outsource. If you have any further questions, please contact Advantage Communications today. We would love to help.


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Published by Gregory Hough October 27, 2020
Gregory Hough