Author: XACT

The financial benefits of outsourcing customer contact operations

They are calculating the taxes they have to pay, Numerical dataIn today’s competitive business landscape, organizations are constantly seeking innovative solutions to maximize their profits and streamline operations. One area where companies are finding success is in outsourcing their contact center and call center operations. By leveraging external expertise and resources, businesses can significantly improve their bottom line. Let’s look at five financial benefits that outsourcing contact center operations can bring to a company.

1. Cost Savings
Outsourcing contact center operations can lead to substantial cost savings. By partnering with a reputable service provider, businesses can avoid the high costs associated with building and maintaining an in-house contact center infrastructure. Furthermore, outsourcing allows companies to take advantage of economies of scale, as the service provider spreads its costs across multiple clients, reducing the overall expenses for each organization. This cost-effective approach frees up valuable resources that can be redirected to core business activities.

2. Scalability and Flexibility
The scalability and flexibility offered by outsourced contact centers are invaluable to businesses looking to optimize their operations and adapt to changing market demands. With an outsourced solution, companies can easily scale their contact center operations up or down based on seasonal fluctuations, product launches, or business growth. This flexibility provides organizations with the agility needed to align contact center resources with customer demand, optimize staffing levels, and ultimately, reduce costs associated with overstaffing during slower periods.

3. Access to Specialized Expertise
Successful contact center operations require specialized skills, technology, and industry knowledge. By outsourcing, companies gain access to a team of experienced professionals who are well-versed in customer support best practices, ensuring a higher quality of service delivery. These experts can bring innovative ideas and fresh perspectives to enhance the customer experience, resulting in increased customer satisfaction, improved brand reputation, and ultimately, increased sales and revenue.

4. Enhanced Service Levels
Outsourced contact centers are known for their ability to deliver exceptional service levels. These service providers invest in state-of-the-art technologies, such as advanced CRM systems, voice analytics, and omnichannel support, to ensure seamless customer interactions and efficient query resolutions. By providing customers with superior experiences, businesses can foster loyalty, increase customer retention rates, and drive repeat sales. Ultimately, this customer-centric approach positively impacts the bottom line by growing revenue and reducing the cost of customer acquisition.

5. Focus on Core Competencies
Outsourcing contact center operations enables companies to concentrate on their core competencies and strategic initiatives. Rather than dedicating valuable time and resources to building and managing a contact center infrastructure, businesses can focus on product development, marketing, and other revenue-generating activities. Outsourcing allows organizations to harness their resources efficiently and drive innovation, creating a competitive advantage in the marketplace.

In today’s hypercompetitive business landscape, outsourcing contact center and call center operations has emerged as a viable strategy to improve a company’s bottom line. By harnessing the expertise, technology, and scalability of external service providers, organizations can achieve significant cost savings, enhance service levels, and focus on their core competencies. Outsourcing empowers businesses to provide exceptional customer experiences, boost customer retention, and drive revenue growth. As companies strive to streamline operations and navigate the challenges of the modern marketplace, outsourcing contact center operations remains a proven strategy for success.

When a business chooses XACT as its service provider and partner, it means unlocking a world of possibilities for success and growth. With our forward-thinking approach and innovative contact center solutions, we go beyond being just a vendor – we become an extension of our clients’ teams. Our commitment to affordability, effectiveness, and personalization ensures that every client receives tailored solutions that cater to their unique business needs. At XACT, we constantly strive for continuous improvement, bringing cutting-edge technology, out-of-the-box thinking, and scalable growth strategies to the table.

As your partner, we are dedicated to empowering you, supporting your goals, and helping you provide exceptional customer experiences. Let XACT help your organization navigate the evolving marketplace with confidence, knowing you have a trusted ally driving your success.

When it comes to branding your business, customer service is vital

Brand text, With creative drawing charts and graphs business sucBranding is one of the most important aspects of growing a successful business. It’s what sets you apart from the competition. It’s how people identify and connect with you. It’s what you stand for and what you strive to be.

That being said, there’s more to branding than flashy logos and catchy headlines. Here are a few things to keep in mind when creating a comprehensive branding plan for your company:

Define your company and its mission. What is your business all about? How do you want customers to perceive your company? Sure, you provide quality products and services. Dig a little deeper. Put yourself in the shoes of your customers and really think about the things that you want them to see in your business. Spend some time crafting a strong mission statement for your company and refer to it frequently to make sure you’re staying true to your vision.

Make sure your customer service reinforces your brand. Once you have a strong and well-defined company brand, you want your customer service to reinforce that brand. Great customer service can do two important things for any company. It can strengthen your company’s brand and position your company for growth and success. If you don’t yet have the internal ability to deliver the very best customer service experience to your customers, consider outsourcing that critical function to a company that can deliver the high level of customer support your customers deserve.

Find your voice. Choosing an appropriate voice for your business (and sticking to it) will give your brand a strong identity. Do you want your company’s messages to be conversational, or do you want your brand to have a more professional tone? Do you want to sound formal or informal? Your voice should reflect your mission and purpose, and it needs to really resonate with your audience across all areas of your company, including social media and customer service.

Set brand standards. Does your business have a unified logo and color scheme? Everything from your company’s website to advertising to social channels and printed marketing materials needs to have the same look and feel. Even the photography needs to fit the brand’s identity, so make sure you have standards in place before moving forward with any marketing or advertising.

Consistency is key. The most important part of branding is staying consistent. Just like you wouldn’t want your customer service to be great one day and terrible the next time a customer reaches out, you want your brand to be easily defined, understood and reinforced every time a customer has an interaction with you. Straying from your standards is the fastest way to lose your brand’s identity, as well as your audience. You can certainly make small changes every now and then, but you ultimately need to stay true to your brand.

Enhancing customer experience: The power of outsourcing your contact center operations

Laughing, agent or happy woman in call center consulting, speaking or talking at virtual assistant help desk. Smile, friendly or funny sales consultant in telemarketing customer services or telecomIn today’s fast-paced business environment, delivering an exceptional customer experience is crucial for the success and growth of any organization. However, managing a contact center and call center operations in-house can be challenging and resource-intensive. That’s where XACT comes in. As a leader in outsourced customer contact solutions, we provide modern contact center services and solutions that empower businesses to enhance their customer experience. Let’s take a look at some of the benefits of outsourcing your contact center operations to XACT.

The Challenges of In-House Contact Center Operations
Managing an in-house contact center can be overwhelming, especially for companies without the necessary manpower or technology. It requires significant investments in infrastructure, recruitment, training, and ongoing support. Additionally, maintaining expertise in multiple channels like calls, emails, and chat can be complex and time-consuming.

The Solution: Outsourcing with XACT
At XACT, we understand the unique challenges faced by businesses in different industries. We offer tailored contact solutions that address these challenges and provide a seamless customer support experience. Our dedicated team becomes an integrated part of your organization, ensuring that your customers never feel like they are dealing with a third-party outsourced solution.

  • Efficiencies and Innovations in Contact Center Operations: By outsourcing your contact center operations to XACT, you gain access to the latest technologies and innovations that can transform your customer support capabilities. Our advanced systems and integrations enable efficient call handling, streamlined processes, and real-time information dissemination. We go beyond traditional call center solutions by offering chat and web support, outbound survey responses, and service and support dispatch, ensuring multiple channels for customer engagement.
  • Measurable Results and Customer Satisfaction: Outsourcing your contact center operations to XACT brings tangible benefits and measurable results. Our experienced team, backed by 100 years of contact center management expertise, ensures that each customer interaction is handled professionally and efficiently. Through our comprehensive training programs, branding implementation, and ongoing support tools, we deliver a seamless customer support and engagement experience. Our client testimonials speak volumes about the level of service and satisfaction we provide.
  • Targeted Industries and Tailored Solutions: XACT’s outsourced contact center solutions are specifically designed for businesses in the healthcare, education, medical, and commercial service industries. Your organization will find immense value in our tailored solutions. That’s because we understand the unique requirements of these industries and offer industry-specific expertise to meet their needs.

Outsourcing your contact center operations to XACT empowers your business to deliver exceptional customer experiences. By leveraging our professional, confident, customer-centric, and innovative approach, you can enhance customer satisfaction, free up valuable resources, and focus on core business objectives. Visit our website to learn more about how XACT can transform your contact center operations and take your customer experience to new heights.

How to practice patience in customer service

selective focus of word patience made of cubes surrounded by blocks with letters on wooden surface isolated on blackWe’ve all heard the phrase “patience is a virtue,” because having a patient demeanor is often valued and praised. However, it’s not something that’s easy to master. Being patient is hard. Sometimes things get under our skin and make it difficult not to boil over. But when you work in customer service, you can’t let your emotions get the better of you. You have to stay in control and practice patience. This is, of course, easier said than done. It takes time to fully develop this trait, but it is absolutely necessary! Since we know patience can be difficult for many, we wanted to talk about some things you can do while speaking with customers to stay calm and collected.

First, when a customer says something you don’t like or goes off on a tangent, you may feel your patience quickly waning. This is a good time to breathe deeply. If you’re on the phone, make sure to mute yourself so the customer can’t hear you. As you breathe deeply, try not to lose focus on the call. While you may want to zone the customer out to keep your emotions in check, you can’t, because you may miss important details regarding how to assist them.

You need to listen to what your customers are saying attentively. Try to listen to the key points and not let their emotions get you heated. If a customer is upset, remember that although they may be expressing it to you, you aren’t the source of their frustration. You just happen to be the one they’re venting to. Remember your job is to help them. Think about how gratifying it will be to resolve the issue and turn their anger into satisfaction. Make that your focus.

If things get too out of hand and you feel the customer is being aggressive, then you may need to pull a manager in to resolve the problem. Know what your limitations are and when you need someone else to jump in and assist with an issue.

As you assist customers, remember they may have other things going on, besides what they’re calling you about. It’s like the saying goes, “you never know what someone is going through. Be kind. Always.” It may help to post this quote at your workstation as a reminder. Ultimately, it’s the customer service agent’s job to listen, answer questions, and provide resolutions. Make sure that you’re doing this with a listening ear and a patient demeanor. Good luck!

Are customers always right? Let’s discuss.

Pretty hipster on the phone in a bright roomWe’ve probably all heard the phrase “the customer is always right.” This is a phrase that has been accredited to a few people including retailer Harry Gordon Selfridge. While the saying itself leads one to believe that the customer is never going to be wrong, the actual idea is that the customer should leave happy. The intent is to keep customers satisfied and returning. However, the saying can feel misleading. So, is the customer ever wrong? Technically, yes. There are times when a customer may have misunderstood something or may have an emotional outburst and even treat service agents poorly. So, technically, “the customer is always right,” isn’t right. There’s more to pleasing the customer and keeping a happy workforce.

Instead of saying, “the customer is always right,” and trying to meet that demand, let’s recognize the obvious, sometimes customers will be wrong. Once we recognize that, we can meet the customer demand better.

Service agents who talk with customers should be empathetic and sympathetic, providing a listening ear and an understanding mind. If a customer has misunderstood something, an agent can kindly and thoughtfully explain the misunderstanding so that they have a correct comprehension. Say, for example a customer misjudges how a product works, providing accurate information can help the customer and the company. If a customer calls in feeling emotional, a service agent can respond to this with a cool and collected demeanor. This in turn can often ease the customer and help calm them down as well.

The fact is the customer will sometimes be wrong, and knowing how to handle these situations is important for service agents. When this can be discussed openly, it can better serve the agent and help them to know how to comfortably tackle the situations while also providing customers with the best service possible. Does that mean we should make a point of telling them they’re wrong, probably not in such a direct manner. Instead, we should focus on providing accurate information and finding a solution for the situation.

While customers may not always be right, they should have the opportunity to discuss concerns, questions, and frustrations with a representative. They should leave a conversation feeling heard. It should also be easy for them to reach an agent when it’s convenient for them. Providing a listening ear, convenience, and acknowledging their needs can go a long way to keeping customers happy and loyal.