When customers phone a business to make a complaint or ask questions, the contact center representative they speak with has the responsibility to handle their concerns and improve their view of a company, so calls must be handled smoothly. These professionals serve as the spokespeople for businesses when interacting with their customers, but when this department has problems taking calls, it may be time to hire an outsourcing company. Here are five signs that business owners should turn to contact center outsourcing:
1. Customer complaints increase
If a business receives complaints and does nothing to stop them, the number of negative calls will only grow. Contact center professionals are not only the initial workers to hear customer complaints, they are also the first line of defense against comments that may negatively affect a company’s reputation. When they are dealing with angry customers, trained customer support teams know what to say to customers to maintain or improve their relationship with a business.
2. Calls are put on hold frequently
The long wait time to connect to customer support can be unbearable for some and cause them to complain even more. If a customer service team regularly experiences a backlog of calls, it may be time to hire an external organization experienced in taking calls from demanding customers. Outsourced contact center employees work efficiently and quickly so customers do not have to wait on hold a long time.
3. The business uses outdated equipment
Sometimes, the problems with customer communications starts with the equipment itself. When a business uses old or aging calling equipment, it could mean more disconnected or dropped calls. Since companies that partner with external service providers do not have to pay for calling equipment for outsourced workers, they can cut operating costs while improving customer communication.
4. In-house labor costs outweigh the benefits
Because contact center workers are the link between consumers and businesses, they’re crucial to maintaining customer satisfaction. However, companies often pay more in labor costs for in-house contact center teams than they have to. A client-service team should support the growth of a business by effectively articulating the benefits of its services or products. An outsourcing company can provide such a group of skilled professionals.
5. Too much time is spent recruiting callers
When calls start to back up, it can be overwhelming, especially if customers are difficult to deal with. This can lead some in-house team members to quit, leaving a business short-handed. Outsourced contact center services are experienced in recruiting and and training callers, saving businesses time and money. Instead of recruiting new callers themselves, business owners should consider seeking external help to improve their customer support system.