Tag Archives: Contact Centers

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.