http://www.outsource-consultants.com/outsourced-call-center-services/social-media-customer-service/ | Call centers aren’t just in the phone business, anymore. Today’s call centers can also handle your company’s social media interactions, live web chat, and email support services.

1. Social Media & Call Centers: A Winning Combination
As social media becomes an increasingly important tool for communication between businesses
and customers, having a professional online presence is important. Many companies are finding
success in outsourcing their social media communications to third parties, much like they have
found that outsourcing telephone calls to call center companies produces superior results.
Voice communication currently was about 95 percent of all call centers’ business, according
to Network World, but now only accounts for about 55 percent of their business, as call center
employees now spend much of their time on online chat, email, and social media services for
their clients. Outsourcing call center services provides companies with valuable expertise,
allowing them to focus on their core products and services, while leaving communication in
qualified hands of experts.
Benefits of Social Media Outsourcing
There are a number of compelling reasons why companies are best served by outsourcing their
social media outreach to call center companies, including:
● Professional Training – If you’re operating with a small staff, social media interactions
may not be their core competency. Call centers have leading edge technology and staff
dedicated to providing positive online customer interactions. This training, along with
information and scripts supplied by you, can greatly improve customers’ experience with
your company.
● Real-Time Monitoring – While your staff may not have time to monitor customer
sentiment and quickly respond to customer concerns via social media because of other
duties, call center staff will quickly address these concerns, as it is their core focus. Rapid
response to concerns or questions posted on social media can help protect your brand
from negative online buzz. Customers often tweet or post about positive online customer
experiences. Using a professional call center to respond rapidly can give them something
positive to talk about.
● Costs & Hassle – By outsourcing social media operations to a third party, you spare
yourself the management oversight and expense of hiring additional employees and high
costs of social media software platforms. This can be a huge savings of time, effort, and
money for your company.
● Marketing – Your social media outreach can go beyond just chatting with customers
online and posting the occasional promotion. Social media is a powerful marketing tool,
and call centers specializing in social media can help you harness it. Call center staff can
help launch targeted marketing campaigns, identifying key opinion influencers in several
social media networks.
Last Word
Social media presents an opportunity for marketing and interaction with customers that
businesses cannot afford to pass up. Outsourcing social media operations to an outsource call

2. center with the right online expertise can help companies maximize this opportunity. Outsource
Consultants (http://www.outsource-consultants.com/) helps connect businesses with call centers
that specialize in social media monitoring, finding the right fit for companies’ specific needs.