Customer Services Representative Team

No More Mistakes With Inbound Call Handling

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How to reap the benefits of a third-party contact centre support service to save money and improve accuracy with inbound call handling.

Your business has a lot of things to worry about; accuracy with inbound call handling taking shouldn’t be one of them. Unfortunately, for many companies the compound stresses of high employee turnover, multiple language needs, rising call volume, hefty payroll costs, and an inability to meet customers’ demands 24/7 means cracks can begin to show in the in-house contact centre. Did you know that Forrester Research found 42 percent of service reps say they’re unable to effectively resolve consumer issues because of inadequate technology and out-of-date interfaces? Often, the people who pay the price for your company’s inability to emerge victorious from this complex game of contact centre whack-a- mole are your customers.

When you know you can’t consistently meet consumer demand around-the-clock and you’re seeing increasing errors in inbound call handling, it may be time to consider a third-party contact centre provider . Trained professional agents can manage customers’ demands at any hour of the day or night while providing expert service and delivering inbound call management with great accuracy. Here are eight reasons to consider outsourcing your client service centre to provide the ultimate in high-quality, error-free call handling and customer service so you and your business can focus on delivering quality products and solutions.

1. Increased Accuracy in Call Handling

A professional, third party contact centre provider service will provide you with well-trained agents who can deliver accurate service with a smile and a gentle demeanor. You’ll be able to rest easy knowing that the professional agents answering your calls will process required information with accuracy and expertise.

2. Consumer Confidence

A third-party contact centre provider will offer highly skilled agents experienced in the art of instilling consumer confidence in your customers. Talking to a real human being who is knowledgeable about your products and services will make your customers feel 100% certain about trusting your company and using your product or service.

3. Improved Technology

Many in-house contact centres simply can’t afford the latest technology such as top-of-the-line call labeling software and CRM systems. Fortunately, a quality third-party support service will offer the latest technology to meet customers’ needs without breaking your budget.

4. Customized Training

Just because you’re working with outsourced service agents doesn’t mean your customers won’t get a seamless representation of your firm. A good contact centre provider will customize agent training in collaboration with you to your standards, so your customers never know they’re dealing with a third party.

5. Maximized Customer Experience

Again, custom-tailored training will provide your outsourced customer service agents with the tools they need to deliver complete customer satisfaction on every contact, all the while capturing required information with complete accuracy. Managers can now be fully confident in the metrics and data reporting they can utilize for strategic decision-making.

6. Reduced Costs

Your business will slash costs by saving on massive overhead expenditures from payroll and infrastructure by switching to an outsourced solution. Leading third party contact centre providers can provide both a dedicated agent solution for larger and usually more predictable call volumes, as well as shared agent solutions for handling smaller volume needs that do not justify dedicated personnel.

7. Experienced Professionals

The improved accuracy with call handling that you’ll see once you switch to a reputable third party support service will verify that you made the right choice. With quality training offered by the team of pros at a solution like @liveconx, your customers will receive VIP treatment every time without your having to put out additional funds to train agents. @liveconx training and quality resources have educational backgrounds in adult learning/teaching methods and have been asked to conduct conference workshops on occasion. Our agents take pride in their work and are trained to capture customer and service information accurately so that you can deliver what your customers require correctly and on-time… every time.

8. Scalable Solutions

Finally, outsourcing your contact centre will provide you with a scalable solution to your client service needs. There’ll be no more paying in-house agents to sit idly while the phones don’t ring or sweat under the stress of insurmountably high call volume that you can’t possibly handle internally.

If you need 100% accuracy with call handling to deliver the highest possible level of quality service to your customers, you may not be able to achieve it in-house because of high rates of agent turnover and the need for constant retraining. Considering a third-party contact centre support service like @liveconx will lighten your payroll load while delivering a seamless support solution that your customers will never notice – except when they call to compliment your organization! For more information on how to deliver a top-of-the-line customer service experience every time, check out our free white paper “Guide to Measuring and Analyzing Call Types.”

Download the FREE Whitepaper: 10 Proven Strategies to Decrease the Costs of Your Customer Care Without Sacrificing Service Levels