The 3 Things You Need to Know When Outsourcing CX
Creating and maintaining a positive customer experience is an around-the-clock effort. If you’re thinking of outsourcing, here are three key things to keep in mind.
As new digital solutions continue to foster numerous ways for customers to interact with businesses, one thing is becoming abundantly clear — providing a positive customer experience (or CX) is critical to a brand’s success.
According to Microsoft, 96% of consumers believe that good CX is key to brand loyalty, and 56% say they’ve changed who they do business with because of a poor customer service experience. Thinktank thinkJar also found that it’s six to seven times more expensive for a company to attract new customers than it is for them to retain current ones — meaning a lot is riding on CX.
Many organizations are turning to dedicated contact centers to help them manage these concerns, but there’s one challenge — outsourcing can be complicated. Companies need a contact center they can rely on to act as an extension of their team and represent their brand in the best light. To find the right partner for your business, look for a contact center equipped to:
1. Protect Your Company’s Reputation
A strong reputation helps you attract new customers while boosting existing customers’ loyalty and confidence in your business — both of which are needed to drive sales and improve your bottom line.
But entrusting your brand to another company is scary, especially if you’ve always managed CX in-house. To ensure you’re working with a reputable, qualified CX partner, look for a contact center that knows your business inside and out — including how to comply with any relevant regulations like HIPAA, FERPA, etc.
Among other things, a robust contact center should:
- Respond to help desk requests received via email, phone, chat, and social media
- Triage support tickets and escalate as needed
- Provide device lifecycle management, including procurement, staging, warehousing, and decommissioning
- Train your customers to ensure they get the most out of your solutions and services
A reliable contact center partner will also take your customers’ pain points and translate those into action items you can execute to improve your product, further bolstering your brand and reputation. So look for a contact center you can trust to communicate common challenges rather than sweeping under the rug.
2. Scale as Your CX Needs Evolve
Maintaining customer support systems is time consuming and can leave members of your team with capacity for little else.
But the exact number of people you need to dedicate to CX depends on your industry. If you work in the academic space, you likely experience a flood of help desk tickets during the back-to-school season. If you’re part of the public sector, you may see more support requests when federal funding is released and new initiatives launch.
Look for a flexible contact center that can shift with your support needs, scaling as demand spikes and tapering when it slows.
3. Provide Multilingual, Around-the-Clock Support
Providing personalized support is crucial to CX, and language plays a big part in that. According to international contact center management firm ICMI, at least 60% of customers expect service in their native language when contacting a brand, but few contact centers are delivering. In a recent research report, ICMI found that:
- When a customer speaks an unsupported language, most contact centers “simply apologize and attempt to handle in the agent’s primary language”
- Only 19% of organizations can support customers of any language over the phone, and this percentage is significantly lower for other service channels
To better assist your diverse customer base, you need a multilingual support team on your side 24 hours a day, seven days a week.
Finding the Right Partner for Your Business
Fortunately, you don’t have to look much further to find a top-notch contact center that can deliver on every front.
At Epiphany, we bring a unique combination of extensive industry experience, scalable solutions, and round-the-clock, multilingual support and translation services to the table. We’re also a firm you can trust to report back key learnings and help you improve your business, protect your brand, and enhance your reputation.
Contact us today to learn more about our experienced agents, on-site and remote training sessions, and comprehensive device logistics management capabilities.