Modern technological changes and the ever-growing customer expectations are forcing organizations to think and act smartly and differently. It includes working faster, responding more quickly, introducing new communication channels, and always having their finger on the pulse. To fulfill the consumer demands and meet the realities, companies need to hire more people, improve technology, and improve operational processes. This also applies to customer service, in particular, outsourced call center solutions.

The advancement and emergence of modern communication channels, the proliferation of devices that are always at hand, and the so-called "digitalization" of services create certain difficulties for "in-house" contact centers set up by businesses. Today, the consumer prefers self-service and online information searches before making a purchase decision, and they want to get answers to their questions immediately, at one's fingertips.

Nowadays, it is not organizations that provide communication channels, but clients choose them themselves. In addition, the modern consumer wants multiple channels for communication at his disposal; he calls, sends SMS messages, uses a mobile application, chats on a website, watches online videos, writes in forums, or on brand pages on social media.

According to recent research, a customer can simultaneously use four or more communication channels for resolving his issue with the organization. Moreover, it is nearly impossible to predict which of them the choice will fall on at one time or another. An organization should always be ready to answer the question, taking into account previous requests, no matter how they are made.

Many enterprises choose to resolve this issue by outsourcing the contact center function. This is mainly due to the operational advantages of this management strategy, as well as the speed of development of digital technologies, social media, and mobile devices, which is difficult to keep up with. Moreover, if earlier the main reason for outsourcing from top customer service outsourcing companies was cost reduction, today, the cost has faded into the background, giving way to quality.

Why should companies consider outsourcing a call center?

1. Customer service is not your main activity

There is not a single company that is not suitable for outsourcing. Suppose for some organization customer experience or call centers does not mean much and is not in the business's primary focus. If that is the case, this is already a good reason to focus on companies' products and services and leave customer support to those who specialize in it. Companies like Maxiucs are undoubtedly the best choice. Impeccable customer service is not an easy task and requires multiple resources and creating a separate line/department. Maxicus, with its 4000+ solution providers, utilizes modern technology to create disruptive solutions to enhance customer service capabilities.

2. Your organization call center has more than 15 operators
Another important indicator that a company needs to outsource call center solutions is, of course, volumes. Maintaining a team of customer service agents that include more than 15 people is hard and attracts multiple additional resources. Here, we are not only talking about massive premises and about competent management of human capital, which includes a couple of HR specialists, personnel support, personnel training, and social programs. Customer service can be hectic and grow like a snowball: one will entail the other, dragging a significant part of management's workforce.

3. A sharp increase and decline in volumes is a common thing in your business
The growth of any call center depends on the volume of calls, which is not permanent. Seasonality is quite common for many companies, which means a sharp increase in customer flow, which must be met with the same incentive from the organization side. In addition, this must be resolved promptly since every lost hour is hundreds of dissatisfied customers who could not purchase from the company. Also, a dissatisfied customer will tell their friends and acquaintances about his bad experience, increasing their group to tens of thousands of detractors

4. Your company call center is contacted for various questions
Another essential criterion for the need for outsourcing is the expansion of operational processes. A modern contact center should be multichannel and multifunctional. This can have a huge effect as customer loyalty will increase significantly if their issue is resolved from the first call, without transferring calls to the managers, long processing, repeated calls, or an inability to solve the problem.

This issue can be easily closed by hiring experienced employees responsible for this area. However, there will still be a possibility that the processes will be under-optimized and can lead to unnecessary financial and operational costs and low efficiency.

5. Satisfaction of customer service center agents is low
The essential part of any customer service center is the employee who works there. They are responsible for communication with end consumers, and it is their answers, mood, and attitude that determine the impression of the company. Low satisfaction and lack of motivation affect the work of the call center employees, and therefore the end consumers. Internal communications, constant work with staff, and creating a positive atmosphere in the contact center are a whole area that will also require resources and concentration.

Due to ever-growing business needs, organizations are rapidly outsourcing call center solutions. These centers provide increased technical requirements for operational support, the need for constant access to advanced analytical technology and expertise, and focus on the company's internal processes.


About the company: (https://maxicus.com/) Maxicus is a customer service-oriented outsourcing company that includes a package of services: from drawing up a customer journey and developing a service strategy to organizing a hotline automating support. We guaranteed round-the-clock and uninterrupted operation and high quality of service. With us, you can improve the efficiency of interaction with customers and bring the customer experience to a new level!