In this customer-focused economy, everything is evolving fast – from customer expectation and customer communication to business outlook and contact centers. Gone are the days when call centers typically dealt with telephony and were seen as cost centers.
Businesses are becoming more customer-focused and the customers are becoming more aware of their needs, wants, and options. As a result, contact centers today play a significant role in modern business.
With customer experience overcoming price and product as a significant differentiator by 2020, companies today have finally started paying attention to customer satisfaction and customer expectation. A poor customer service is no longer an option. Studies show that 33% of customers have considered abandoning a brand due to a single incident of poor customer service.
A large section of customers today places as much emphasis (if not more) on their brand experience as on the product and pricing of a brand. So, today the impact of customer experience on revenue has become undeniable.
In such a situation, adopting a proactive customer-centric approach and designing a positive customer experience have become supremely crucial for companies across all industry verticals. And contact centers can play a significant role in doing so. Its time businesses start thinking about call centers not as a cost center but as a customer experience hub.
What Is A Customer Experience Hub?
A customer experience hub is typically a combination of the customer relationship management department and contact center. Your call center outsourcing partner can easily don both hats and become your support system in creating the customer experience hub that will create opportunities at every stage of the customer lifecycle.
What Can Your Outsourcing Partner Do As A Customer Experience Hub?
As a customer experience hub, your contact center partner can deliver a fast, intelligent, omnichannel experience and make the most of the opportunities they present. It can create more marketing opportunities through social media or become a pre- and post-sale problem solver and educator. It can also provide deep insight to highlight reasons for customer attrition, enable faster fixes that can be applied proactively before the other customer take notice of the issue.
How To Find A Contact Center Outsourcing Partner Who Can Transform Into A Customer Experience Hub?
You must select a call center outsourcing partner that can go beyond the typical contact center role and transform into an experience hub for your business. here are a few traits you must see while looking for a contact center outsourcing partner:
Multichannel and Omnichannel Offering – Having a call center outsourcing partner with multichannel and omnichannel support is the new norm today. With new avenues of customer communication opening up every week, it becomes tough for companies to be on every channel and offer a real omnichannel experience. However, a call center partner with multichannel and omnichannel capabilities can allow you a chance to provide your customers with a seamless customer service, which can significantly improve their experience level.
At Fusion, we support email, voice, chat, text, and many other communication channels. We also provide omnichannel support to many of our clients o deliver a seamless customer experience.
Multilingual – If you are a global business, a section of your customers will not be native English speakers. Therefore, you need to support them via a language in which they can speak comfortably. At Fusion we support, English, French, German, Italian, Portuguese, Arabic, Japanese, mandarin as well as other Asian and European languages. You need a call center partner that can support a variety of languages and fit your global reach or future expansion plan.
Global Presence – If you are a global brand or are planning for new market expansion, you need an outsourcing partner who already has a worldwide presence and resource to capture the local market.
As a well-known name in the global BPO industry, Fusion has 16 delivery centers in eight countries across the globe. We also speak as many as 30 languages, including English, Spanish, French, Portuguese, other European, and Asian languages.
AI and Automation – For your contact center to become a customer experience hub, your call center partner needs to be equipped with modern technology such as machine learning and artificial intelligence. In the near future, AI will be essential for intelligent self-service (including chat bots), agent automation, and smart analytics.
According to Salesforce, by the end of 2020, 53% of organizations will have a live chat solution. Therefore, you need to find a call center partner that has already embraced AI and Automation or have scopes of joining the bandwagon.
Being a prominent name in the call center outsourcing industry, Fusion has already embraced AI and automation technology. We have already successfully implemented Robotic Process Automation (RPA) in several processes for our clients. We also have an inhouse chatbot development team.
Security – Data-security is a challenge for every business these days, and to cope with the challenge, you need a contact center partner that takes data security as seriously as you do. The contact center partner must have the necessary security certifications.
Fusion has always taken data security seriously and has two separately hosted and completely geo-redundant Data Centers in Draper, USA, and Montreal, Canada. We are also PCI DSS v3.2 and ISO/IEC 27001:2013 Certified.
Experience, Expertise, and Resources – This one goes without saying. To run the operations smoothly and efficiently, you need an experienced outsourcing partner who can handle any challenges with its experience, expertise, and resources.
Fusion has over 15 years of experience in the BPO sector and is an expert in delivering an end-to-end contact center solution to its clients. We have more than 6000 agents in 16 delivery locations across the world, and the number is growing by the day. Therefore, we can handle processes of every size with the utmost efficiency. We have a stringent quality assurance process that helps us deliver a high-quality customer experience.
These are some of the areas you need to look while choosing an outsourcing partner who can turn your contact center in a customer experience hub.
Having the necessary skills, experience, technology, and resources, Fusion can fit your requirement for an end-to-end contact center outsourcing partner to a tee. It can turn into your customer experience hub in the future delivering continuous customer service excellence at every touchpoint of your customers’ journey. For more information on our service offering, contact us today!