The number of companies opting to outsource customer contact has been steadily increasing in recent years. However, whether or not to outsource customer contact remains a complex decision for many organisations. As a customer service expert, we receive daily inquiries about outsourcing customer contact, so we've outlined the five most common misconceptions about it.
1. No control over customer contact
An understandable consequence of outsourcing customer service is that customer contact no longer takes place in your office. This prospect can feel uneasy or even somewhat daunting. That's understandable: your customers are the lifeblood of your organisation. At ContactCare, we do everything to not give you less, but actually more control over your customer service. We’ve developed the system MyCare, which provides organisations with 100% insight into customer contact. This way, all phone calls can be listened to and reviewed, and this feedback goes directly to the staff member who handled the contact. Additionally, clients are always welcome to observe at the contact centre and frequently make use of our extra workstations.
2. Outsourcing customer contact is impersonal and not customer friendly
Many companies feel uneasy about outsourcing customer contact, as it somehow feels ungrateful towards the customer. Furthermore, it is often viewed as less customer-friendly, as the customer contact takes place externally, making it feel less personal. In many cases, the opposite is true. By outsourcing customer contact, waiting times decrease and customers can be served just as well because there are trained staff who are specially trained to address your customers effectively. Through a customer number, number recognition, or other features, and a connection with your customer system, the most current data is retrieved. Customer service employees have direct insight into the customer's latest contacts and purchases. The software ensures that trained customer service staff can help customers more personally and effectively.
3. Customer service staff have no affinity with the brand
At ContactCare, we are well aware of this. Therefore, we focus on brand experience and do everything possible to get a feeling for your brand. How do we do this? It starts with the training: you can choose to provide the training yourself for the staff who will manage your customer contact. It also happens regularly that companies invite our staff to come over, and then the training is given on location. Fashion companies have our colleagues try on the latest collections, and customers frequently supply posters or other promotional materials to make the brand come alive within our organisation. We place great value on brand experience, which helps to communicate even better with the tone-of-voice of the company we work for. Through our MyControl system, we collaborate with our clients on continuous learning to ensure constant development.
4. Less feedback from customers, the company misses out on information
At ContactCare, we understand how important the customer's voice is, which is why we monitor what consumer inquiries are about. We relay this information back to the companies we work for. This way, our clients are always aware of potential improvement points without spending much time on analyses or endlessly listening to previous phone conversations. Moreover, every client can find and/or listen to each contact moment and provide feedback directly to our staff in MyCare.
5. It causes chaos in the CRM system
Your satisfaction with your current CRM system might be a reason to keep customer contact in-house. Often, customer systems are filled with valuable information that can be applied to marketing or sales campaigns. At ContactCare, we work with many projects within our clients' systems. Our expert IT team ensures the correct linkages between different systems are made so that you have access to customer data in the way you desire.
