The document discusses the significance of contact centre outsourcing as a dynamic solution for enhancing customer loyalty and satisfaction. It explains the benefits of outsourcing, including cost savings, access to advanced technology, and improved customer experience through expert management. Additionally, it outlines different types of contact centres and what to consider when selecting a service provider to ensure high-quality support and scalability.

1. Cracking the ‘Contact Centre Outsourcing’ Code
A flexible, dynamic solution to drive customer loyalty and improve satisfaction.

2. Without an effective contact centre, you won’t be
able to deliver the meaningful moments that your
audience expects. However, finding the right
contact centre solution can be difficult in an
environment where the customer journey is
constantly changing.
The contact centre is one of the most valuable tools
that your business needs. It’s not just a medium to
make sales calls and accept requests; it is also the
heart of your customer experience strategy, the tool
that you rely on for building loyalty among consumers.

3. What is
Contact Centre Outsourcing?

4. The concept of the contact centre has
evolved into something much more
immersive. Contact centres are now
COMMUNICATION HUBS where you
can manage customer queries and
experiences through everything from
instant messaging to SMS.
Outsourcing your contact centre function
means getting a third party to provide
high-quality customer support to ensure
that your business meet the customers’
wherever they are.
Click here to read: Cracking the Outsourcing ProcessCode

5. Customise customer service
software with integrations
Promote events and sales via
push notifications
Use video to provide technical
support
Leverage automations to speed
up resolution times
Successful brands with an emphasis on
customer satisfaction are leaning
towards modern, digital-centric contact
centre outsourcing providers because
they support their teams to:
Resolve issues in real time using
online chat applications

6. Benefits of
Contact Centre
Outsourcing
The option to outsource maximises
flexibility in operations either when
entering a new market, increasing your
customer satisfaction or widening
audience reach.
Through contact centre outsourcing,
your business can save up to 50% on
things like staffing, equipment,
software and infrastructure.
Cost-Effective
A world-class service provider facility
consolidates information gathered
through different media in one place so
agents can provide high-level support
during future interactions.
Offer Omnichannel Support
Outsourcing your contact centre
function to the professionals gives the
opportunity for world-class customer
service because customers get their
problems solved effectively.
Improve Customer Experience
Instead of exhausting your in-house
staff and hinder productivity, you can
focus on your core business functions
and let the experts manage your
contact centre operations.
Focus onYour Core Competencies
Outsourcing your service connects you
to the professional experts with the
capability to understand your business
objectives and customer expectations.
Leverage Expertise
Outsourcing your function gives you
the opportunity to use the latest
technology without added cost.This
way you can stay ahead of end-user
demands.
Access to LatestTechnology

7. A contact centre doesn’t just come with tools
for taking calls and tracking conversations on
multiple channels, a state-of-the-art contact
centre also features several other essential
components for boosting customer
experience, such as:
1. Call recording tools and analytics platforms
2. Workforce management and optimisation tools
3. InteractiveVoice Response systems (IVR)
4. Artificial intelligence and virtual agents
5. Automatic call distribution (ACD) software
6. Security services and Quality of Service monitoring
Features Of A State-of-the-art
Contact Centre

8. Types of Contact Centres
Contact centers can offer a broad range of services, and different
contact centres work better for different responsibilities.
Call Centre
Multichannel
Contact
Centre
Omnichannel
Contact
Centre
Cloud
Contact
Centre

9. A call centre is a centralised department that handles
inbound and outbound calls from current and potential
customers.
The three most common types of call centers are:
Inbound Call Centre: Handle incoming calls or
messages from customers looking to resolve problems
or get answers.
Outbound Call Centre: Agents at outbound call centres
usually get in touch with prospective customers to pitch
products and services. They may also be responsible for
tasks like marketing, appointment setting, lead
generation, etc.
Blended Call Centre: Blended call centres are equipped
to handle both incoming and outgoing calls, allowing
agents to make and receive calls as demand and
strategy dictate.
Call Centre
Click here to read: 7 Ways Staff Outsourcing can ImproveYour Data Centre Operations

10. Omnichannel contact centres helps you connect with
your customers through phone calls and digital
channels, such as:
• Social media messaging
• App or website live chats
• Email
This solution is peculiar because customer
conversations are completely fluid and can be picked up
on any channel.
Whenever or however a customer makes contact, the
interaction is recorded, providing conversation history,
contact information, etc. This helps to provide better
support as the conversation moves from channel to
channel.
Omnichannel
Contact Centre

11. Similar to omnichannel, multichannel contact centres
allow customers and agents to connect via:
• Social media
• SMS and mobile apps
• Online chats
• Instant messenger
While the conversations can occur on multiple channels,
the communication is treated in isolation. This means
interactions can’t move from one channel to another
without information getting lost.
Multichannel
Contact Centre
Click here to read: 7 Outsourcing ChallengesYour Organisation May Be Facing

12. Cloud contact centres route all inbound and outbound
communications through an internet server, allowing
you communicate with customers from anywhere with
a connection.
These contact centres enable omnichannel contact
centres to exist by ensuring that voice, email, social
media, and online chats are accessible.
Cloud solutions are most popular because they:
• Are easy to deploy
• Are customizable and scalable
• Have fewer upfront costs
• Record all interactions
• Offer call quality monitoring
• Create a better customer experience
• Empower agents with data
Cloud
Contact Centre
Click here to read: How to Effectively Manage and Evaluate the Performance of your Remote WorkingTeam

13. Sponsorship Deck
What to look for when outsourcing your
contact centre function…
You can tell if a contact center service provider delivers
high-quality by looking at their numbers. High success
rates, effective sales, and low turnover rates suggest a
well-organised operation.
High Quality
Service
Experience is a crucial factor in the contact centre
industry. Managing employees, handling clients, and
integrating new tech all need knowledge.The more
experience your service provider has, the better.
Experience
Hiring a contact centre service provider is a major
investment.The best-outsourced service providers
have reasonable pricing that accounts for all the costs
without compromising on quality.
Cost-Effective
Pricing

14. Sponsorship Deck
What to look for when outsourcing your
contact centre function…
You also want to consider a contact center service
provider that’s flexible enough to keep up with your
business demands. For example, they need to be able
to add or subtract employees based on your needs.
Scalability
Your service provider should be able to manage
omnichannel support, keep up with current
technological trends, and integrate with the most up-
to-date software.
Advanced
Technology
Finally, you need a partner that helps you grow your
business by sharing key data-driven insights and
recommendations. Not one that only completes a list
of tasks for you.They should be invested in your
success as much as you are.
Real
Partnership

16. Scale the advantage…
We believe every organisation can build stronger brand engagement and drive
long-term business growth by unlocking the power of customer experience (CX).
Our mission is to help you empower your brand to build stronger relationships with
customers by creating meaningful connections that boost your brand value.
Exceed expectations with Workforce Connect — offering connected CX solutions
designed to drive value across every conversation.
At Workforce Connect, we can provide you with:
• Customer Support
• Sales Support
• Non-voice Support
If you’d like us to help you, kindly schedule a consultation.

17. READY TO GET
STARTED?
Visit www.workforcegroup.com or
Send an email to -
hello@workforcegroup.com

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