Category Archives: Outsourcing

Email Support Outsourcing | Email Support | Call Center Operation | Tech Support | Contact Center Services | Technical Support Agencies | Technical Support Service | Outsourcing | Call Center Operations | External Call Center | Improving Customer Support | Contact Centers | Abandon Rates | Call Resolution | Call Volume | Advantages of Call Center Outsourcing | Contact Center Outsourcing | Call Center Outsourcing | outsourced technical support services | Customer Support Metrics | Email Customer Support | Contact Center | Technical Support Outsourcing | Services | Agencies | Companies | Advantages of Outsourcing | Social Media | Social Media Customer Support | Social Media Outsourcing

Contact Center

Five Contact Center Outsourcing Mistakes

The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails. Considering how important the contact center is to business success, plenty of mistakes are still being made on a daily basis in call centers around the world.  Here’s a list of the five contact center outsourcing mistakes that you should avoid:

1.) Improper agent training

Whether a contact center agent has prior experience or they are brand new to the field, they will need to be properly trained before they start interacting with customers. Many contact centers fail to adequately train agents because they don’t want to make the investment…given the high turnover rate in the industry. However, contact center training should be an ongoing process. A one week training session at the beginning of employment just isn’t enough to cut it. Your agents need to be continually trained on your systems and, most importantly, on sales and call handling techniques to produce more happy customers!

2.) Not properly analyzing data

Modern call center technology is great, but it’s useless if it’s not being used efficiently. Modern call centers have greater access to data…but what they do with the data is what really matters! Call centers must have a system in place to ensure that data is properly analyzed in order to incorporate insights into new business plans.

3.) Not focusing on the customer

Many contact center services have become obsessed with scripting, agent utilization, and call resolution time.  However, they often forget that the focus should on developing happy customers. It seems obvious, but the customer should always be made to feel like they are the top priority, and not just a figure on a stat sheet!

4.) Clinging to legacy contact center technology

Modern contact center technology including speech analytics, call mining, call recording, data mining, and real time reporting solutions have revolutionized customer support. Modern agents and managers now have access to immediate data.  This information can be used to make important business decisions in regards to agent training, marketing, sales development.  Clinging to technology of the past can be a serious mistake.  Outsourcing can be a great way to leapfrog your competition by employing the most advanced technology overnight.

5.) Outsourcing to the wrong call center partner

There is nothing wrong with contact center outsourcing.  In fact, outsourcing is often the most cost effective solution.  However, finding the right partner can be tricky.   Please research a variety of options and get proposals from several potential contact center partners.  Rarely will the cheapest or most convenient agency is the best option.  Today, many contact centers are industry specialists that develop agents with significant knowledge to share with customers in that niche. Take your time, do your research, test multiple agencies, and try to find the best outsourced call center possible.

If you are ready to enhance the performance of your business, contact Worldwide Call Centers today at 719.368.8393.  Our senior consultants are ready to discuss your situation in depth.  Then, we can explore the contact center outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.

Outsourcing Connection | Inbound Solutions | Outsourcing Consultants | Telemarketing Company | Contact Center Outsourcing | Third-Party Data | Data Cleansing | Data Scrubbing | List Cleanup | Outsourcing Industry | Consultation | Call Center Service | Consultant | Call Center Services | Outbound Telemarketing | Call Center Consulting | Successful Outsourcing | Consultants | Call Center Consultants | Outsourcing Consulting | Call Center Company | Call Center Solutions | Call Center Industry | Outbound Call Center | Call Center Consulting | Improving Customer Experience | Mobile | Call Center Outsourcing Consulting | Customer Service Agency | Directory of Call Centers | Call Center Directory | Outbound Sales | Call Center Partner | Customer Service Outsourcing | Worldwide Call Centers | Outsourced Call Center | outbound call centers | Call Center Agencies | Customer Service Team | Customer Experience | Telemarketing Companies | BtoB | BtoC | Great Call Centers

Customer Service

Empower Your Customer Service Team

When it comes to your customer service team, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer.  Moreover, it is critically important for organizations to give support agents the power to make decisions without supervisor approval. Business and government agencies will never be leaders in customer support without the adoption of true empowerment strategies.

The good news is that most decisions will cost the company less than $50, which is a pittance when considering the lifetime value of the customer and the goodwill that empowered decisions can cultivate. Unfortunately, even employees of businesses that claim to “support empowerment” often fear making the needed decisions on their own.

Here are three key reasons support agents do not take the initiative to solve problems independently:

1. They are afraid of negative feedback.

There is often very little upside for an employee who makes empowered decisions. Awards and celebrations are rarely offered to employees simply because they made an independent decision to satisfy a customer.   However, ignoring policy or subjecting the business to undesired costs will almost certainly have a downside for the employee.

2. They think they will lose their jobs.

Many customer service agents believe that it is less risky to lose a customer than make a decision that appears to be detrimental to the company. After all, they think, “No one ever got fired for enforcing a policy, rule or procedure.”

3. They are afraid they will have to pay for a mistake.

For example, if they upgrade a person from a room to a suite, they will have to pay the difference.


In order to overcome this culture of fear, businesses need to implement three steps for boosting employee empowerment:

1. Reinforce and celebrate empowerment.

Most empowered decisions have no significant cost. For example, it might include waiving a late fee or bending the rules on a cutoff time. Empowered employees can modify policies and procedures to fit a situation…and keep customers happy.

2. Assure every department and manager is on board.

They must enforce a culture of empowerment within their teams, and they must stand by support agents when they do “color outside the lines”. It just takes one piece of negative management feedback for the employee grapevine to get the message that the policy is just lip service or the policy du jour.

3. Empowerment Training.

You have to teach them what is it, how to actualize it and how the organization celebrates it.


The irony is that companies spend massive amounts of money on marketing to attract customers, but skimp when it comes to keeping them. If budget were devoted to customer retention by training employees to make empowered decisions, they would see a far more immediate, measurable return on their investments. By empowering employees, you will have happier customers. You will increase market share. And you will make more money.

If you are ready to hire a customer service agency, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our Consultants will explore the Contact Center Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.

Automated | Customer Support Call Centers | Customer Service Agency | Customer Service Provider | Great Customer Service | Scale Your Customer Support | Customer Service | Customer Service Outsourcing | Market Research Call Centers | Scale Customer Support | Multichannel Customer Support | Market Research Outsourcing | Customer Support | Agency | Call Center Outsourcing | Surveys | Technology | Market Research Services | Customer Support Outsourcing | Customer Support Agencies

Scaling Your Customer Support

Four Ways to Effectively Scale Your Customer Support Call Centers


While many companies are already focused on customer support, they often struggle to balance productivity, scaling, and maintaining the human touch of personalized customer experiences. Here are a few practical tips to help your company stay productive and scale your customer support call centers, without making your customers feeling like they’re working with a robot:

1. Boost Productivity Through Collaboration

Small inefficiencies add up quickly and drain your resources. Saving agent time and improving collaboration boosts productivity without turning them into robots. For this reason, allowing employees to utilize cloud-based collaboration tools like Slack and Trello is a great idea!

2. Balance Live vs. Automated

Striking a balance between a personalized customer experience and responding to customer requests in a timely manner, can be difficult. So how do you ensure a good experience for your customer without taking too long to respond? Utilize features that maximize efficiency of your live operators to give your customer the best experience possible. Consider setting up time-based escalations or action-based alerts, and writing pre-configured templates for frequent responses. Little things like these allow agents to respond faster and be inserted at the most crucial times, so you can maintain a personal touch when it counts.

3. Help your customers help themselves

A well-designed Help Center – or an all in one knowledge base, community, and customer portal — deflects issues and appeals to the 67% of consumers that would prefer to use self-service rather than contact support. When your customers can find their own answers quickly and easily, everybody wins.

4. Leverage Multichannel Customer Support

The modern customer demands an effortless experience.  Which means they want to be able to connect with you when and where it’s convenient for them.  Accordingly, that might be via phone, via Twitter, over email, or even within your corporate application.  Innovative companies need to build a multi-channel support foundation that allows you to tie these contact points together.   Consequently, this will make it manageable for your team and allow for adding new methods, as necessary.  Consider solutions that can expand to include traditional phone, email or live chat support alongside social media, self-service and embedded mobile offerings.

If you are ready to scale or improve your Multichannel Customer Support, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation.  Our consultants will discuss the Customer Support Call Centers available from the US and Canada to Eastern Europe, Asia or Latin America.

 

Email Support Outsourcing | Email Support | Call Center Operation | Tech Support | Contact Center Services | Technical Support Agencies | Technical Support Service | Outsourcing | Call Center Operations | External Call Center | Improving Customer Support | Contact Centers | Abandon Rates | Call Resolution | Call Volume | Advantages of Call Center Outsourcing | Contact Center Outsourcing | Call Center Outsourcing | outsourced technical support services | Customer Support Metrics | Email Customer Support | Contact Center | Technical Support Outsourcing | Services | Agencies | Companies | Advantages of Outsourcing | Social Media | Social Media Customer Support | Social Media Outsourcing

Email Support

Tips for Better Email Support

Think email is “Old School”? Think again.

Social, text, live chat and advanced self-service are creating a lot of buzz in contact centers these days, but now is not the time to forget email. It’s time to make it better.

Many customers still prefer to email customer support. Phone remains number one, but ignoring email as a customer support channel could be a major mistake. In fact, Forrester research indicates email is still the third most widely used form of communication among online adults.

Email can meet the new world of customer expectations as long as contact centers are willing to keep an open mind and take a can-do approach. Here are three tips to creating better email customer support:

Ramp Up The Speed

We live in an age of instant gratification. Customers want help and they want it now. So how can the contact center deliver? Following are some ways to improve your email response time:

  1. Hire more people
  2. Improve your email software
  3. Route emails
  4. Improve your template library
  5. Beef up your self-service or web content
  6. Train agents in critical reading
  7. Trust agents to free-text

Can’t implement all seven of these steps in your contact center? Try focusing on one or two of these and imagine the impact.

Have a Conversation

Think about how you communicate with a company via social media, and think about how you communicate with your friends during a face-to-face conversation. More than likely, the tone is friendly and conversational. Why should email be any different? If you wouldn’t say it in person…don’t say it in an email.

Keep it real, and show customers that there’s a human handling their issue…not a robot. Email isn’t the place for corporate jargon or insincere promises; it’s a place to build trust.

Promote Self-Service Options

Our call center clients often ask, “how do I encourage my customers to use self-service?” Email offers the perfect opportunity to do this without seeming to push your customer off to another channel. Gently point customers in the right direction by suggesting they visit abc.com to do a, b, & c. Or include links to your online knowledge base or self-service portal in the agent email signature.

And speaking of the email signature—make sure it includes the name and location of the agent. Again, customers want to know they’re speaking with a human who can effectively solve their problem.

If you are ready to improve your email customer support, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation and explore the Email Support Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.