Convenience and efficiency are priorities for many businesses, especially as even small and medium-sized companies have developed international company relationships and consumer contacts. As a result, many have turned to call centers by partnering with an outsourcing company to handle customer service issues requiring more direct contact between the consumer and business. With the revolution in digital technology, many of the major shifts lately involve investments in computer infrastructure, which can impact small businesses’ overhead costs.
Financial investment builds customer engagement
In fact, citing a 2012 Market & Market study, ITBusinessEdge reported the market for customer experience management worldwide is predicted to expand from nearly $2.7 billion this year to $6.6 billion in 2017. Despite major financial investments in this business resource, many companies don’t have the expertise and technology necessary to establish an excellent contact center experience for consumers. By partnering with a BPO company specializing in the following aspects, companies can improve customer engagement:
- Data: Outsourcing firms have the software and technology necessary to keep track of the various ways a customer interacts with the business. While some consumers depend on phone calls to get the information they need, the expanded use of the Internet – and social media in particular – has given customers different avenues to seek help, give feedback or register a complaint. The convenience of an online platform also demands timeliness in responding to those who took the time to reach out to a business. Moreover, given the multiple ways consumers can interact with a business, an outsourcing company can more effectively track behaviors and preferences. By utilizing this data, an enterprise may be able to anticipate future issues that may arise.
- Engagement: NewsFactor stated it is no longer sufficient to be passively responsive. Contact centers must actively engage consumers. For example, with social media, customer feedback can and should be rapid. Outsourcing companies have the staff devoted to handling this aspect of consumer engagement by offering services during peak and off-peak business hours. With a thoroughly globalized economy, this benefits a small business by demonstrating to its customers how dedicated it is to their satisfaction.
Partnering with an outsourced contact center provides companies with the security of knowing the center employs individuals with expertise in their particular industry, products and services. Consequently, businesses can focus on their primary initiatives and priorities while maintaining a high level of customer engagement.