Reimagine Your Brand’s Image by Outsourcing Contact Centers

Many companies waste a lot of effort in trying to run in-house call centers and do not get the results they so desperately desire. Oftentimes, this is not a result of any lack of their efforts. Mostly, it is the lack of their experience in this unfamiliar domain, which prevents them from fully exploiting their customer-facing endeavors. Also, it needs to be understood by companies that the world is changing and we are at a juncture where technology rules the roost. Technologies especially IT has created new channels of communication, which are preferred by many users over the traditional call centers. Email support, chat support, social media communication platforms, online forums and several other new virtual channels form an integral part in the modern-day B2B and B2C interactions. Therefore, outsourcing contact centers by companies has become a common trend.

Outsourcing Contact Center vs. In-Housing Contact Center

For many companies, running a simple call center is a great responsibility. Add to that the new burden of managing several different channels/departments, and the task begins to appear even more daunting. Below is a comparison of running an in-house vs. outsourcing contact center:

·         In-house contact centers require that you procure the right skills, software and resources for all channels. Outsourcing contact centre gets you immediate access to all the resources.

·         There are several major investments in an in-house operation. In contrast, outsourcing contact centers require you to make periodic payments.

·         If the in-house contact center fails, then your capital investments can be hard to recoup. But, even if the outsourcing venture goes bad, you don’t have to worry financially.

·         You are more secure with your data when you employ an in-house contact center. outsourcing contact center to a random vendor can be a weak point as far as data security is concerned.

From the above comparison, it is very clear that outsourcing call center can be a much better option. It also does not burden you with new liabilities and you are able to maintain your focus on core operations. However, data security can be a cause of concern, especially if the vendor is not well-known. But this weak point can be eliminated by partnering with an experienced and reputed call center company like Vcare.

Advantages of Partnering with Experienced Outsourcing Contact Center

It could be hard for you to get over the predicament of choosing a contact center outsourcing partner. But the moment you find the one who is right for you, you are able to tap into the many advantages it provides:

Equal or better data security

An experienced vendor with a reputation to save will administer much better security measures to prevent data breaches. As it already has many clients, it would know about the major security vulnerabilities, which will allow it to protect your data better.

Best contact center tools

Running a contact center can become a simple task if you have the right tools. A reputed outsourcing contact centers service provider like Vcare has the best CRM, IVR, ACD and other essential contact center tools. Not only that, it also has the workforce that already has long-term hand-on experience on these tools.

Complete scalability

Business operations can ramp up or down in scale at just about any time. In such situations, if you do not have the right amount of people in your contact center project, then it can lead to major problems. For example, if the number of employees is more than the requirement, then you have to pay extra salaries. And if the number of employees is less than what is needed, then you risk long queues and high call abandonment rate.

At Vcare, we offer completely scalable outsourcing contact center services and implement the best security measures to prevent data breaches. We are 24x7 operational and can help you reimagine your brand’s image with our world-class services.

Contact Center Services vs. Call Center Services: The Value for Tech Business

The world of call centers is evolving at a rapid rate to meet the emerging requirements of businesses. As new technologies disrupt business operations, the need to support customers in using the new tech is on the rise. Especially for companies that deliver technical services or the ones that manufacture hardware, there is an exigent need to revamp their ineffective customer support department.

Nowadays, there is a debate raging amongst eminent thinkers about the merits and demerits of call center or contact center services. Both these terms are similar but have different meanings in the professional world:

1.      Call Center Services – A call center generally provides inbound or outbound services. In inbound services, the call is received by a team of agents and in outbound services the call is made by agents to potential customers. The most common inbound call center services are customer care, technical support and order taking services. And, the most popular outbound call center services are lead generation, telemarketing and appointment setting.

2.      Contact Center Services – Contact center services cover multiple communication platforms including inbound and outbound call center services. Live chat, email and social media interactions are all covered as part of contact center services. The purpose of contact center is to merge all channels through which a customer can contact the product/service vendor.

Contact Center Services are the Ace in your Sleeves

While call center services in isolation do have their own value, contact center services are miles ahead of the curve. In a contact center, all customer interactions are updated on a common platform, generally a CRM.  Hence, your contact center representatives are always in the loop of what a customer has gone through thus reducing the chances of errors creeping into the workflow. Also, the errors can be reduced further, if you have a competent contact center outsourcing provider like Vcare as your partner.

The Benefits of Partnering with a Seasoned Contact Center Outsourcing Provider

When you choose a contact center outsourcing partner with considerable years of experience in the field, it instantly lifts your business prospects. Have a look at some of the benefits that you get out of such a partnership:

1.      Veteran agents in all departments – A contact center runs a blended process and the agents are required to perform a variety of duties as part of a contact center operation. Partnering with a seasoned veteran allows you to access the services of agents that have already presided over chat, email and call support.

2.      Access to a centralized CRM – A CRM plays a major role in shaping a contact center operation. With a centralized CRM that is efficient, your agents get the right impetus to serve your customers in a better way. At Vcare, you get a cutting-edge CRM that is flexible enough to align with any type of call center operation.

Round-the-clock customer support – A contact center can truly offer a 360-degree service experience to its customers if it can be contacted at any time. At Vcare, your contact center services are in the hands of agents who can work both day and night shifts. Hence, you are able to run a round-the-clock operation and serve your customers throughout night and day. 

The Importance of Work Culture in Outsourced Contact Center Services

Any successful company, when it decides to have a look at the reasons behind its success, the work culture it has maintained over the years comes at the top of the list. But of late, due to bad outsourcing decisions, many companies are unable to either maintain their cultural integrity or project themselves in the best light to their customers. Especially when it comes to customer-facing contact center services, a misalignment with your outsourcing partner can be critical. Even a small deviation from the norm can come back to haunt you in the long run.

An Example

Suppose your whole business is based upon the quality of your product. Your in-house team goes to great lengths to maintain its quality, fine-tuning every element before its launch and performing after-launch testing to evaluate the performance of the product in actual real-world use cases. Even your promotional campaigns are centered on the quality of the product. However, your outsourcing vendor is not sensitive towards your requirements. It does not understand that the whole business model will come crashing down if it fails to project the right image.

You need to understand that there are many businesses out there, which are happy doing the bare minimum for their customers, if it helps them get the job done. So, when a fault is found and a customer complaints, the agents who are not aligned with your work culture, may not follow the protocols with due diligence. They might treat your customers just like any other customers of any other client. So, instead of replacing a product that is faulty, they might try to defend it without reasons: citing irrelevant company policies and thinking in their mind that they are doing good work for your business.

Project Your Real Work Culture by Outsourcing Contact Center to the Right Partner

The above-mentioned example is part and parcel of bad outsourcing decisions. And, these decisions can come back to haunt you…and in a bad way. Therefore, you should always make your contact center outsourcing decision with great care. Below are some steps to follow for making the right selection:

1.      Look at the past record of the company – If the outsourcing contact center has delivered multiple projects for different clients that operate in different industries successfully, then you should sign the contract as soon as possible. Versatility of outsourcing contact centres speaks volumes about its ability to adapt to different work cultures. Hence, you should always look at their past records by accessing social media and other web platforms, and only then take the plunge of outsourcing your operations.

2.      Oversee training sessions – An agent, no matter how experienced he is, begins from the scratch when he starts providing contact center services for a new process. Therefore, training becomes extremely important for shaping the talent and inculcating the cultural values apart from the quintessential process knowledge. So, it definitely makes good sense to oversee training sessions and talk to the trainers about your vision and tell them what you expect from the soon-to-be agents for your process.

By performing the two steps mentioned above, you give yourself the best chance of recruiting the right vendor for your operations. Vcare is an experienced vendor of contact center services and takes the vision of its clients very seriously. Also, it offers its services at competitive rates, which makes it a reliable and lucrative outsourcing option for your business.