customer service: why outsourcing is the answer
How do you define “customer experience”? It’s the personal, one-on-one interaction between a consumer making a purchase, requesting information about a product or service, or requesting additional support for an item or service already purchased, and the representative of the company who manufactured or sold the product. Sounds simple, right? Let’s take a closer look at what happens when that transaction is jeopardized – or worse – completely fails.
Did you know that 7 out of 10 customers say they would pay more to engage with a company that provides an excellent customer experience? There is tremendous value in the experience aspect of transactional exchanges, and the numbers speak for themselves. Taking into account that 86% of customers will cease doing business with a company if they’ve had a poor experience – your customer’s experience sets the bar for the reputation of your company. It doesn’t matter how great your products and services are if you fail to provide your customers with an exceptional experience – every step of the way.
Perseverance is not just a virtue – it’s a key component of someone who prides themselves in offering a great customer experience. Agents are often helping buyers with questions, frustrations, or problems that must be solved. Being attentive, knowledgeable, and sensitive to this potentially fragile dynamic goes a long way in driving customer satisfaction…but, what if your representatives aren’t offering the best customer experience possible? It goes without saying that members of your “dream team” must be skilled problem solvers. They can seamlessly adapt their exchange to the issue at hand – leaving the customer feeling truly taken care of.
Outsourcing advisory firms like CX Partner Source bring experience and guidance to the important process of assembling distinguished support teams. When estimating the value that the customer’s experience brings to your business, you really can’t afford to ignore outsourcing as a viable solution for all these “customer experiences”… It’s as simple as that.
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clients aren’t from mars and customer care providers don’t have to be from venus – managing great expectations
Good relationships don’t just happen.
They don’t happen in life and they certainly don’t happen in business either. In the corporate world, they take work. They take a lot of work. We’re not talking about transactional relationships where commodities are bought and sold. These associations are one-time or occasional transactions that don’t require a deep understanding of your client’s long-term needs.
when should I consider changing my contact center outsource partner?8JUNE 2021CXPartnerSourceMaintaining a healthy relationship with your chosen BPO partner is crucial to maintaining a healthy relationship with your customer. With that said, sometimes it makes sense...
Selecting the right BPO partner can be challenging – after all, you are trusting another company with your most valuable resource, your clients. Further complicating matters is the ever-expanding lists of providers from around the globe.
what makes a contact center outsourcing partnership work?16JUNE 2021CXPartnerSourceAs we’ve stated before, managing a healthy contact center outsourcing partnership takes work. The largest component to success is ensuring you have selected the right partner....
The fact is, BPO’s who operate in the US managed to pivot during the pandemic by moving their staff to a work-from-home solution. In most cases, BPO’s grew during the pandemic, which has been great for the industry however, the stimulus is forcing BPO’s to accelerate their planned wage increases which don’t always align with their contractual rate structure.