Customers want accurate information as quickly as possible. This is not news, but a trend that has emerged over the past 10 years in the contact center industry and is often overlooked: customers care less about who provides the information as long as it is accurate.
Technology has enabled customers to get the information they need from the comfort of their homes, oftentimes from their phones without making a call. The days of visiting in person, or even making a phone call are no longer needed. There is technology available to make their experience convenient and your customer knows that.
Technology has connected the world like never before, enabling opportunities for communication on personal and professional levels to flourish. Companies that can navigate these opportunities while still holding true to their core values will have a leg up on the competition. We will dive into some of the benefits, barriers, and beliefs that can elevate, or hold back, your business from being a leader in customer experience in your industry.
Customers Are Fine with Outsourcing, Are You?
Having a team with decades of experience working within contact centers, not just as consultants has its advantages. Many of our team members have worked on the phones, served as leaders, and have held executive positions within the contact center. Their front-line experience, gained from “having been there,” is invaluable.
Some of us at InflowCX went through the initial outsourcing wave of the late 90’s and early 2000’s, seeing firsthand how that affected careers as jobs went overseas and left many scrambling to find work. Those impressions and feelings are still there for a number of experienced people who have spent a considerable amount of time in the industry.
Contact center outsourcing is very different than it was 20 years ago. The landscape, talent, technology, appetite from the consumer and everything in between has changed, and candidly, so should all of us. The staffing shortage in our industry has brought on a perfect scenario of technology, AI and outsourcing to solve those issues.
While the concept of outsourcing is not new, its relevance and strategic importance have surged due to evolving market conditions, technological advancements, and shifting consumer expectations.
Benefits of Outsourcing Contact Center Operations
There are many benefits to outsourcing, some more direct than others. The advantage we have at InflowCX in working across multiple industries is being able to apply some strategies from one vertical to another.
Financial Predictability and Efficiency: Outsourcing doesn’t always mean going outside the United States. For example, a startup in San Francisco might avoid high operational costs by outsourcing to regions with lower cost structures, such as Idaho or Iowa, potentially saving thousands in monthly expenses. This flexible model adapts to business needs without the burden of fixed overhead.
This financial efficiency is crucial for businesses looking to reinvest savings into core activities that drive growth like marketing and advertising. In a world full of rising costs that bring volatility to your business, finding predictability in our financial modeling where we can be beneficial.
Adding Expertise Without a Large Investment: Access to specialized expertise is another compelling reason to consider outsourcing. Contact centers are the heart of customer service, and outsourcing to specialized agencies ensures that experienced professionals handle customer interactions.
This expertise is particularly valuable in complex scenarios, such as product recalls, where professionalism can retain customer trust during critical times. An outsourced team can manage these scenarios more effectively, ensuring customer loyalty remains intact.
Scalability: The scalability of outsourced contact centers is a significant advantage for businesses experiencing growth spurts. For example, a health supplement brand boosted by a celebrity endorsement can benefit immensely from the ability to quickly scale operations up or down, responding adeptly to fluctuating demand without the lead times and logistical nightmares associated with in-house scaling. This flexibility allows businesses to maintain service quality during peak periods without committing to long-term overhead.
Focus On What Your Organization Does Best: Outsourcing also enables businesses to redirect focus and resources toward their core functions rather than operational challenges. A clothing retailer could, for example, channel efforts into expanding product lines and exploring new markets, leaving the intricacies of customer interactions to outsourced experts. This strategic focus is essential for businesses aiming to innovate and expand in competitive markets.
Expanded Service and Hours: Moreover, global markets demand 24/7 customer service. Outsourced centers, often operating across multiple time zones, are equipped to offer round-the-clock support, ensuring that a business’s customer service capabilities are not constrained by geographical or time limitations. This continuous operation is crucial for maintaining customer satisfaction and building a global presence.
Testing Technology Without the Large Expense: Partnering with an outsourced contact center can also provide access to the latest technology without direct investments. Companies that might struggle to fund cutting-edge technologies can benefit from the robust infrastructures of specialized providers who maintain competitive service offerings. This technological advancement is vital for staying relevant in an increasingly digital marketplace.
Additionally, it provides a good test environment for implementing tech on a smaller scale to see if a large investment is warranted. Trying new QA or WFM solutions in one contact center to create a business use case is something that has worked well for many customers. Additionally, it allows for working out some issues before rolling out the solution company-wide.
Finding the Right Fit Is Essential in Contact Center Outsourcing
Effective outsourcing strategies consider the broader impact on service delivery and customer satisfaction, not just cost savings. It’s crucial to manage these relationships closely, treating vendors as extensions of the in-house team rather than separate entities.
This approach ensures that outsourced teams understand and embody the company’s values and customer service philosophy, maintaining a consistent customer experience across all touchpoints.
Navigating the World of Outsourcing Is Easier with InflowCX
There is not a one size fits all solution when it comes to outsourcing and we understand that. Our team has a lot of experience and resources to help you find the right fit financially and culturally, whatever you are looking to accomplish.
Reach out to our team today to find out why industry leaders trust InflowCX to be their co-pilot helping them navigate the ever-changing world that is the contact center.
