What are the Key Benefits of Outsourcing Call Centre Services?January 29, 2018
Why do so many organisations of all sizes choose to outsource their call centre operations, and how do they go about ensuring a highly effective outsourced partnership? We caught up with Beverley McIntyre, COO at GFM ClearComms, who shared with us what she believes to be the 5 key benefits of outsourcing call centre services…
5 Reasons to use Call Centre Outsourcing Services
1. Call Volume Predictions
It can be extremely difficult to predict call volumes during peak activity periods and inaccurate predictions can leave you unprepared to deal with high volumes. Call centres have the experience, expertise, and technology to accurately forecast these call volumes using historical data, tracking, and various other statistics. As a result, this will enable you to ensure you have sufficient resources in place so that you can effectively handle these calls quickly and efficiently. Moreover, hiring additional staff can be expensive, especially as they need to be paid during slow periods when they may not be needed. The great thing about outsourcing your call handling services is that the provider will have a large workforce of agents who can be allocated to your customer service requirements on an as-needed basis. In addition, having more agents will reduce wait times for your customers, which will subsequently increase their satisfaction.
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2. Bespoke Omni-Channel Solutions
Call centers specialise in being able to provide customer service for a wide range of clients who all have different needs; whether that is phone, e-mail, live chat or social media. This makes them a great option when special circumstances may have you wanting temporary 24/7 service or support. Call centers have a lot of options that can meet your organisation’s specific needs, thus allowing you a cost-effective option for making temporary or quick changes to your customer support. This allows them to quickly deal with customers based on the level of service they require and they can also then prioritise calls based on these needs.
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3. Improve Customer Retention
As crucial as it is to seek new customers the importance of customer retention cannot be overstated; as many customer loyalty is arguably more difficult to keep during a time where people can quickly and easily browse products/services online and make direct comparisons. Outsourcing your customer support provides the attention your current customers need to stay happy, while simultaneously satisfying the increased levels of new enquiries. Typically when companies see a huge increase in new enquiries for their services they focus all their attention of that and forget about their current customers, which can be extremely costly in the long run.
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4. Enhance Customer Loyalty
Another significant part of customer retention is finding ways to connect with your customers. More than just paying for your products/services, customers need to feel connected to the culture of your brand. The creation of strategic loyalty programs that reward customers for their loyalty will enable you to reinforce to your customers that they are valued. These programmes will result in even more customer enquiries and this is yet another reason why outsourcing your customer support services can be hugely beneficial, allowing you to focus on more business critical tasks.
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5. Integrated Promotions
During the anticipated peak activity times it is likely that your company will have some form of seasonal promotions planned, which your customers need to be made aware of. Outsourced support services will take the time to promote these seasonal offers through integrated campaigns that are aimed towards your target audience and that effectively deal with all incoming enquiries on the back end of the campaign.
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Outsourced Call Centre Solutions
As you can see there are many benefits to call centre outsourcing; however, it is essential that you choose the right company to suit your needs and maximise your benefits. At GFM ClearComms they have been delivering flexible, end-to-end call centre services and marketing solutions on behalf of for some of the largest and well known brands in the UK for over 28 years. To find out how you could benefit from outsourcing your call centre services to GFM ClearComms please call 01206 226444 or alternatively email them at firstname.lastname@example.org.
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