Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

By Mike Hasler

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn.

It’s a valid question. There are plenty of areas of your business that you outsource without a second thought. The place you order office equipment from or the cleaning crew that comes every day are important to the life of your company, but they’re not really a “partner” in the full sense of the word. When we think of partner, we think of someone who is as invested in your company’s success as you are. A partner is committed to your strategic goals and is a key collaborator in helping you achieve those goals. A partner, in fact, is willing to share risk with you for your long-term success even if it means perhaps taking a revenue hit themselves. And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers. In that context, is it actually possible to have a strategic partnership with your contact center?

After 23 years in business with the majority of our client relationships spanning eight to ten years, we say yes. It is possible. Below, we explore some of the myths that the naysayers might have you believing.

Myth #1: Outsourcing is About Cutting Costs Not Adding Value.

We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. You know what we’re talking about… the windowless offices with rows and rows of depressing cubes. But those ugly stereotypes represent a just slim segment of an industry and there’s a reason this bad reputation exists. It comes down to the choices those businesses have made in putting cost-effectiveness over value.

Yes, efficiency and cost-savings matter. Our workforce management teams and operations teams work hard to refine staffing models and improve efficiency – their expertise is essential to driving cost out of our clients’ businesses through productivity and efficiency gains. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We understand there is a business model for low value transactional work. And there are outsourced models that support that kind of requirement. But in today’s world, the conversations are focused more and more on how a contact center partner can drive that volume down (or even away) through self-serve or “Tier Zero” solutions while adding value to a client’s complex support requirements that can’t be met through self-serve options. That’s where the strategic partnership comes into play: build a solution that positively impacts your CSat and/or NPS and that maximizes customer loyalty and drives long-term revenue while driving down expenses that don’t deliver long-term value. For one of our clients, a global player who has been with us for more than ten years, we have driven 60% of transactional work out of our program while Go to the full article.

Source:: Business 2 Community

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