The simple fact is this: Reducing customer service is the last thing companies should do in a recession, given that it is a buyer's market. Customers are receiving multiple offers from aggressive competitors and switching suppliers at the first sign of poor service.

Companies need paying customers to survive and succeed in a shrinking economy. For that reason, astute companies recognise the need to make prudent, strategic investments in customer service -- even, and especially, in a down market.
Organisations can get results faster and create a more manageable and predictable cost structure while improving the customer experience by partnering with outsourcers that specialise in customer management.

Microsolve as a reliable outsourcing partner can provide the following:

Consolidation

Many organisations struggle with duplicated and suboptimal management of contact centres, technologies, processes and suppliers. Outsourcers can help consolidate and streamline a contact centre's footprint while ensuring customers are served by agents with the right languages, skills and cost points.

Technology

Organisations can now rely on outsourcers for a broad range of contact centre technology services such as customer identification and authentication, call management and routing, call recording, and quality management. By leveraging these managed services, organisations can reduce capital, create a variable cost structure and obtain significant service improvements.

Proactive

Outbound communications can be an effective and satisfying way to interact with customers. An outsourcer can provide the technology and applications needed to deliver proactive communications such as status updates, reminders and other outbound messages.

Virtual. Organisations are now moving toward a "virtual contact centre" model capable of linking customers to resources in contact centres, elsewhere in the enterprise, in a remote home/office or at an outsourced partner location.

Home. Many companies want to tap into the broad pool of well-educated, well-trained workers willing to work flexible schedules from home. However, they are unsure about how to best hire, train and manage home-based agents, and they have concerns over privacy and security. Many organisations are turning to outsourcers who are well versed in these issues and have examples of how to make the home agent option deliver results.

Analytics. To connect customers to the best resources, organisations must gather detailed data about customers and then apply advanced analytics and decision support solutions. Many organisations are turning to outsourcing companies who specialise in these areas either as standalone applications or embedded in services that combine analytics applications and agents to deliver improved customer outcomes.

Visibility

To better manage and optimise the customer experience, organisations must capture, report and analyse performance data across many different systems, channels, functions and business units. The solution is to establish strong, centralised data management, integrated technologies and applications, and reports and dashboards that are usable by agents, managers and executives. Organisations are turning to outsourcers with skills in data management and integration of disparate contact centre technologies and applications to help rapidly deploy these capabilities.

Recovery Readiness

By outsourcing selected customer-oriented technologies and business processes, companies can reduce both capital and operating expenses and develop predictable cost models that can quickly scale up or down, as needed.
This outsourced approach also provides access to today's most advanced customer contact, multichannel, automation and analytics technologies.
Forward-looking organisations can apply this approach with Microsolve to weather the current economic downturn, retain their customers, and position themselves to succeed in the projected recovery.

Make an enquiry about outsourcing.

News based on article from http://www.ecommercetimes.com/story/67015.html