Control Multiple Channels with Call Center Outsourcing
Utilizing multiple channels for customer service is a good way to communicate with people via your website, email or whatever social media site is currently popular. It is important not to sacrifice the customer experience when implementing your call solutions. By taking advantage of the benefits of call center outsourcing, your company can be where your customers are while enhancing your quality of service.
Everywhere at Once
There is a lot of pressure on organizations to be everywhere at once while still offering supreme service. It isn’t feasible or practical to be omnipresent for your organizations. Instead, companies should focus on being the masters of specific channels, whether they are social, web or offline. Better to offer a great customer experience in a few channels than poor service in all channels.
If your company is just starting out, you may even want to focus on one method of offering customer service so that your employees can gain experience and then add channels slowly as you begin to be more confident. This will also allow the company to align your channel processes with the organization’s structure and goals. In addition, before you add new channels, make sure the company is able to realign strategies and that the new channels will help meet organizational goals. Jumping on board the latest social media site because it’s there may not help your company meet long-term goals.
Customers Don’t Want It
And despite what some experts say, most customers don’t want you to be everywhere at once. Yes there will always be a few of your customers who wish you were on twitter but there are other ways to satisfy this need without adding eight social media sites in your customer service campaign.
You do need to listen to customer requests, and monitoring social media sites is a great way to gather intel. However, you should focus on determining a few main channels for helping your customers and adding them to your call center strategy. Monitor sites few an extended period to determine if that channel is a long-term solution or a fad that will fade away.
Quality Always Trumps Quality
In the end, the experience matters to customers. If you attempt an omnichannel marketing strategy, you may not be able to offer the same quality of service everywhere. This may lead consumers to think that your marketing efforts are just about the appearance of being innovators and that you don’t care about maintaining customer relationships. Today’s customers see through the traditional marketing strategies and can tell when your company is being insincere.
Call Center Outsourcing
If you want to pursue multi-channel marketing, you can leverage call center outsourcing to improve the customer experience. There are several different ways you can do this and achieve your goal of extending your reach in your market.
One way is to work with your call center service company to implement customer experience management. Track customer satisfaction over a period within the call center to see what methods customers respond to and which ones lack consumer appeal. You can also examine the reports your outsource company provides in order to expand your customer profile. Once you have fleshed out your customer profile, begin to research how this profile works in different marketing channels.
A second way to utilize call center outsourcing is to use them to gain information from customers regarding their current customer service experience and possible areas of improvement. You can either have the call center reach out to your customers or include a scripted survey as a part of their inbound call solutions. This will let you know which channels are successful and which ones need improvement or perhaps abandonment.
The third way to leverage a call center service is to use them for all of your outbound calling and then create an in-house Internet-based customer solution center. This will allow your customer service agents to focus on learning one method of communication with your customers and improve the quality of service they provide.
There is no straightforward solution when it comes to multi-channel marketing and offering customer service on the Internet. You need to evaluate your market and even your competitors to research possible solutions. However, no matter what strategy you choose, you need to focus on the customer experience to achieve competitive advantage.