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Time to Outsource Your Customer Service to a Call Center? Here’s 4 Questions Your Team Should Ask.

Posted by Randy Clapp on May 17, 2019

Small and large businesses alike are both susceptible to pain points in their daily operations, and customer service is high on that list. Successful customer service requires in-depth knowledge, expertise, the implementation of innovative technologies and, in the modern era, a world-class customer experience (CX).

That’s why many businesses are turning to call center outsourcing, to help them meet their customer service targets.

Outsourcing your customer service to a call center is a big step, but one that will benefit your business greatly. To help you figure out whether it's the right direction for your brand, Advantage Communications has created a list of four questions that your team should consider.

1 - Do you have to scale your customer service team for rapid growth or seasonal demand?

Whether you are the owner of a large enterprise or a small startup, scaling up your customer service for seasonal demand or the holiday shopping season isn’t easy - particularly if you’re in the retail business.

If you find your business is constantly struggling to ramp up your team for these spikes in demand, perhaps it’s time you consider outsourcing your customer service to a contact center.

By using an outsourced call center, your business will have access to experienced customer service representatives, specialized industry knowledge and the latest innovations in technology - all of which will be significantly cheaper than trying to implement these skills into your own in-house team.

2 - Would your business benefit if you focused on your core offering?

Providing customer service, tech support, order fulfillments and other aspects of your operations are an important part of doing business - but they are not your actual business itself.

By engaging with an outsourced call center that has the experience to take over your customer service tactics, you’ll be able to focus your time and resources on the core competencies that grow your business.

3 - Do you need to improve your customer experience?

With companies such as Amazon, Apple and Netflix changing the CX game, consumers now expect a great experience from any company they do business with - whether a small start-up or a large enterprise.

No longer is it enough to supply your customers with a good product or service. Increased competition means customer service and the customer experience is an important differentiator between your brand and your competitors - and you now need to delight your customers at every step of their journey.

That’s where an outsourced call center comes in. Different to the traditional outsourced call center that simply uses the phone as a way of resolving customer queries, a modern call center will improve your brand’s overall CX through self-service tactics, innovative technology, operational intelligence and much more.

4 - Are you able to integrate AI into your customer service offering?

Artificial intelligence (AI) isn’t some future generation technology that we’re only just discovering. AI is being used right now by brands all over the world to improve the customer experience, reduce customer effort and improve the performance of customer service agents.

If you’re business doesn’t have the resources, capability or knowledge to integrate an artificial intelligence solution into your processes - then an outsourced call center will benefit you immensely.

This technology will only grow rapidly in the years to come, so it makes sense to outsource the execution of a successful AI tactic to a call center that uses innovative new technologies such as chatbots, machine learning, natural language processing, big data and much more.

Are you looking for more information about outsourcing your customer service to a call center in Canada, serving global clients? Contact Advantage Communications today and learn more about how we can help.

How to Outsource Your Contact Center

Topics: Contact Center




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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