Running everything in-house is complicated, time-consuming, and costly. A contact center to manage remote technical support responsibilities is a hassle and it’s not always desirable to operate one. Here are four reasons to use a Contact Center as a Service solution instead of creating an in-house team to do so.
Years Of Prior Experience
Anyone who looks over the history of Contact Center as a Service (CCaaS) business model quickly realizes that this isn’t new. While it may have sported a less modern moniker at the beginning, companies have been outsourcing the customer service role to third parties for years. The fact is that companies with experience in providing this service have seen it all before. They have existing systems in place to manage it well and they update them as needed. By comparison, your business will be starting from scratch, learning as you go, and likely fumbling through a series of unfortunate mistakes. This can be avoided by using a ready-made service that’s been through the growing pains already.
Manageable Staffing And Turnover Levels
In addition, CCaaS solutions help you manage turnover levels and lower employee attrition. Operating a contact center is difficult at the best of times. Most contact centers are plagued with high staff turnover and training costs. It’s a tough job. Often, a monotonous and high-stress one too. Because of this, new employees typically only stay for 6-12 months at best, with some staying a much shorter time. Managing staff recruitment and a higher turnover that’s endemic in contact center work is very different from regular recruitment. Just sifting through all the resumes received, shortlisting, and later interviewing the likely candidates takes up considerable time and resources. For most companies, running a contact center is more trouble than it’s worth.
Reduced IT Infrastructure Expenditures
The IT infrastructure involved with a contact center admittedly is less than it once was, but that’s not to say that it’s not considerable. Smaller businesses operating from a basic commercial building or home office are not equipped for it. The cost just to get their contact center running is more than expected. So much so that it can turn a healthy profit into barely breaking even for the typical SME if they’re not careful. Using a CCaaS avoids these high startup expenses and creates more predictable expenditures to plan around.
Centralize Customer Interactions
Of course, using a contact center as a service allows you to effectively centralize all your customer interactions. The best contact centers gather all critical data for administrators, agents, staff groups, and external stakeholders. They will organize information based on media streams, average answers, and agents joined. This way, agents can better understand the nature of requests, as well as various consumer sentiments. Naturally, this will supercharge account value across your brand. Certainly, this functionality is key to deliver a unified, omnichannel customer experience. Surely, centralize customer interactions utilizing an advanced CCaaS solution.
Enhance Your Bottom Line
Moreover, utilizing CCaaS platforms enables your organization to improve your bottom line. These systems empower you to avoid lost business opportunities and maximize phone-based sales. Simultaneously, these solutions enable you to leverage a strong competitive advantage and sustain a professional image. Naturally, this will save your business a great deal of time, money, and resources. By improving your bottom line, you can more appropriately diagnose issues on your top line, also known as your revenues. Absolutely, enhancing your bottom line is a great advantage of using contact center solutions.
The better CCaaS providers now offer advanced data analytics to understand exactly what is happening in the contact center. Analytical data is relevant and helpful to identify the types of contacts being received, and the ones requiring the most time to resolve. New trends can be spotted sooner, such as when product packaging is confusing customers and should be redesigned.
Multiple communication channels allow contact centers to filter initial communications to the best person to answer the query. Also, the careful use of machine learning and AI can serve the needs of customers to process basic inquiries faster. While there will always be small companies that insist on developing an in-house contact center, they should speak to people who tried that and failed. It’s a headache for most that attempt it, and usually best left to service providers who are dedicated to it.