Why Outsource your Call Centre Needs to a Specialist?
Outsourcing call centre operations is no secret. Smart, growing companies are taking this strategic approach, as maintaining a well-oiled, omni-channel approach for a great customer experience requires specialization. Outsourcing to an expert call centre has the power not only to simplify and improve your overall communication, but also revolutionize the way your brand engages with your customer.
Here are the TOP 10 REASONS why it makes sense to outsource your communication needs to an experienced call centre specialist like iContact!
1. REDUCE COST
This may seem obvious but it must be stated upfront. An established call centre like iContact, is able to offer the very best equipment, software and representatives at a reduced cost. Why? Simply because we are able to spread the cost amongst our clientele, allowing us to offer your business uncompromised quality without the weight of a heavy price tag.
2. FLEXIBILITY & SCALABILITY
Peaks and valleys are the name of the game when it comes to call centres. At iContact, we plan accordingly! Staff are scheduled to work more efficiently, reducing your cost-per-call. We ensure no idle agents during low call volumes and can just as easily ramp up for high activity or major campaigns. In other words, we utilize our flexibility to fit your business needs.
3. SPECIALIZED INDUSTRY KNOWLEDGE
iContact is completely devoted to the discovery of valuable insights and proven strategies gained within certain industries. Our years of experience makes our service exemplary.
4. UNPARALLELED CUSTOMER SERVICE
We are a specialised service provider that hires skilled agents who are trained to handle a variety of processes. They are able to present themselves as ‘experts’ of your brand, quickly adapting to different scenarios with high-level empathy and quick-solving problem skills that can only lead to satisfied, repeat customers.
5. EXPERT BRAND REPRESENTATIVES
Brand reputation must be taken seriously in this digital era. Today, in just a second, anyone can make or break your reputation. Our agents are regularly trained to meet changing standards through various communication channels. Plus, expert Call Centre Managers are recruited to ensure high standards are continuously met through their experience and industry knowledge.
6. DREAM TEAMS OF MULTI-TASKING AGENTS
Agent understanding can no longer be limited to memorized solutions. iContact makes great and worthwhile investments in high-level cross-training programmes to evolve agents by training them in multiple departments, helping to hone several skills. This enables a team to shift with the demand and is an innovative way to empower employees, increase productivity and offer your business access to dream teams of knowledgeable staff that take pride in their product.
7. DATA COLLECTION & ANALYSIS
Understanding data helps to better understand clients, in order to move things forward and in the right direction! Nothing moves or changes today without the data track to back it up. iContact not only understands this, we thrive on it! We are experienced in handling multiple campaigns with varying agendas. And use nothing but top-notch technologies to capture large amounts of data with built-in analysis platforms that are crucial to unlocking the truth behind the raw data.
8. QUALITY CONTROL
Among the highest priorities at iContact is ‘Answer Time’ and ‘First-Call-Resolution’ – these critical measures of call centre qualities is what sets us apart. Continuous structured quality monitoring and improvement plans ensure that client service level agreements are always met.
9. ACCESS TO THE LATEST TECHNOLOGY
Having the best tech at your disposal assures that your customers and your business are reaping the reward of your call centre efforts. The latest in software and telephony equipment is an up-to-date game. Why not choose from a full suite of API’s that doesn’t restrict your capabilities or solutions? iContact provides your customers with a superior omni-channel experience. Plus, with other specialist programmes in place you can also measure your cost-per-call and make certain that you are getting the most out of your campaigns, ultimately resulting in a better and more efficient way to measure overall profitability.
10. 24/7 SERVICE
The high standard of service expected by today’s empowered (and often impatient) consumers has left us no choice but to offer a service that follows the sun! Today, consumers can pick up a phone, send an SMS or start a webchat at any time of day on any day of the week – and they will get a response! Round-the-clock availability is nothing short of essential in meeting the needs of today’s consumer.
Looking to outsource your communication needs to a specialist?
Why Choose iContact
It’s no wonder Business Process Outsourcing is a growing business trend. By employing a BPO service provider to take care of non-core business processes, an organisation is able to focus on their core competencies and goals.
iContact is a specialised BPO operation based in South Africa that can offer highly tailored services to businesses anywhere in the world.
We are a large-scale, owner-run operation that can provide specialised agents with specific skill sets. We train and coach our agents to meet your stringent requirements. Our service offering is backed by our bespoke software system and the latest technology.
iContact provides customer care, technical support, customer acquisition, analytics, and a range of other BPO/S services.
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