Within the hosted contact center industry, some outsourcers purchase their own equipment, while others deploy third parties solutions. The outsourcers that own their own system run the risk of their systems being idle during low-season, while not being nimble enough to handle huge spike in clients.
The outsourcers that use third parties can provide a much more flexible setup with not much investment outlay, including savings in training personnel. This type of outsourcer can advertise and deliver services in a matter of days/weeks, not months, a major competitive advantage.
Consider the scenario where a low-volume customer starts a new sales campaign and the traffic more than double overnight. If this customer has an outsourcer that owns its own hardware and licenses, it may not be able to handle the huge spike in volume right away. If the customer has an outsourcer that used a third-party solution, the situation is usually not a problem because excess capacity and extra licenses can be added on the fly.
Many clients want an outsourcer that is available at all times and that has a viable disaster recovery plan. These requirements can be met with a geographically redundant situation easily achieved when an outsourcer uses a well-maintained and reliable third party solution.
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience. more