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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.

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Great Customer Experience

Great Culture = Great Customer Experience

 

Corporate culture is often difficult to understand and even harder to control. A dysfunctional culture in your call center almost ensures that your employees will be looking for the door with your customer experience suffering in the process. Your newest employees often have the best perspective and can give you some honest insight on the positives and/or negatives of your culture. Now ask your customers and they might tell you a lot about the culture based on their interactions with customer support.

Luckily, there is always hope—and many times the call center is the best place to start improving your company culture. What’s the trick? We all know those excellent customer service skills that help you make new sales and save customers. Point a few of those inward toward your colleagues and watch your company culture shift. Here are some quick tips to turn around your culture and your customer experience:

1. Lead with empathy

We love the word empathy and for good reason. It’s all about truly caring about the feelings of another person. This is a key to sales and to good relationships with your friends and family. But are you empathizing with your employees and colleagues? This is the first step to changing your culture and building a team that can translate this to your customers.

2. Watch your mouth

Gossip is a fantastic culture killer. It’s so easy in customer service to get in this mode of customer bashing. Talking poorly about customers affects your attitude toward those customers. In the same way, talking poorly about other employees has that same effect.

3. Can do spirit

Nothing is more deflating to a customer than when they call customer service for help only to hear a “No. Sorry, I can’t help you.” In the exact same way, employees hate hearing this same line internally. When an employee comes to you with a problem, adopt a buck stops here mentality and take responsibility for the solution. Then, they get to go back to the customer with a solution rather than a sad face.

4. Lighten up

I love nothing more than a customer service professional that is personable and friendly. It’s like talking to a person instead of a robot. In the same way, it’s ok to have a little fun with your colleagues. It’s ok not to be all business all the time. Teams that laugh together stay together!

5. Seek to understand

Those difficult customers are really the true test. By seeking to understand where the customer is coming from, we set ourselves in the best possible place to work with them. The same goes for employees. Those difficult relationships are going to require extra effort and understanding. Tools that help understand the unique strengths and ability of your team are invaluable.


Great company culture doesn’t just happen and it’s not as simple as a trip to play lasertag or buying drinks after work —although those can’t hurt. To build a fantastic contact center culture, practice the customer service skills that you preach in your sales or support meetings on your most important “customers”—your employees.

If you are ready to enhance your customer experience, contact Worldwide Call Centers today at 719.368.8393 for free call center consulting cervices.  We will discuss your situation and explore the contact center outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.