Upgrade Your Customer Experience Strategy By Outsourcing to a Call Center

According to Forbes, 48% of consumers are willing to pay more for quality customer service. Also, 46% of customers will buy more when given a personalized experience.

These numbers tell just how important your customer experience strategy is. But do you know how you can make it better? Partnering with an outsourced call center!

Of course, customer experience (CX) not only impacts customers in a positive way, your bottom line gets fed. Focusing on customer experience could increase your revenue by up to 80%. In other words, customer interactions become more critical in shaping up your business trajectory.

With all that being said, here’s a question for you: can an outsourced call center further improve on your customer experience strategy? The short answer is yes. But let’s look more into it by going into the nitty-gritty of things.

Why Choose an Outsourced Call Center Partner?

When it comes to outsourcing your call center operations, not all partners are created equal. The right outsourced call center partner should not only excel in customer service but also be open to collaboration on strategy and process development.

Collaboration with your outsourced CX solutions provider enables you to address specific pain points in the customer journey. For example, your partner can help you come up with custom workflows that streamline customer interactions. Additionally, a collaborative partner can implement feedback loops that capture customer insights in real-time.

Long-Term Impact of a Collaborative Partnership

But beyond the improvements in customer service, having an outsourced call center partner has several long-term benefits:

• Enhanced Customer Loyalty. A collaborative partnership leads to the development of sophisticated customer experience strategies that drive long-term customer loyalty.
• Sustained Business Growth. Your partnership supports a refinement of processes, allowing you to stay attuned to customer needs and trends.
• Scalability. An outsourced call center scales its support as your business grows, keeping the customer experience at a high quality.
• Operational Efficiency. Your provider has standardized processes that allows for an improved service quality.

Evaluating Your Customer Experience Strategy

Before you decide on a customer experience upgrade, you should first assess whether your strategy is still working.

You should do this from two angles: quantitative and qualitative. Both of these help you identify the strengths and weaknesses of your current approach.

The quantitative way involves taking a look at key performance indicators like response times and resolution rates. Meanwhile, the qualitative approach involves seeking feedback from customers. For example, customer complaints about long wait times or difficulty in reaching the right department may indicate inefficiencies in your support processes.

Alignment with Business Goals

When looking at your customer experience strategy, you should always check whether it is still in line with your overall business goals. If one of your business goals is, say, to increase customer loyalty, your support strategy should focus on delivering personalized and empathetic service.

Of course, your CX needs may change from time to time, which is why aligning your strategy also requires flexibility. An outsourced call center partner can help with this through consistent and cohesive customer service.

When is it Time to Upgrade Your CX Strategy?

If you want to maintain high levels of customer satisfaction, you have to look at several key indicators that point to some necessary changes. Quantitatively speaking, a decline in customer satisfaction scores or an increase in complaints or churn rates suggest that your strategy is failing.

Another sign that your customer experience strategy may be falling short is a lack of differentiation from competitors. In particular, your customers no longer see a unique value in every interaction with your brand. If you encounter such cases, partnering with an outsourced call center could provide some fresh perspectives.

Triggers for a CX Upgrade

Here are other notable indicators for a customer experience upgrade:

• Market Changes. New competitors or shifting customer preferences could disrupt your existing CX strategy.
• Technological Advancements. As new tools and platforms emerge, customers expect faster, more personalized service.
• Business Growth. As your company expands, your customer base will likely become more diverse, with varying needs and expectations.

Why Should You Upgrade Your CX Strategy Regularly?

Customer expectations are always changing, and it’s up to your brand to keep pace or risk losing that meaningful connection with your customers. In addition, regularly upgrading your customer experience strategy keeps you proactive. Instead of waiting for customer complaints to accumulate, you can anticipate changes in customer behavior and adjust accordingly.

Besides being proactive, a customer experience upgrade contributes to long-term business success in other ways.

First, your brand can adapt to different customer preferences, keeping your brand relevant and appealing. Second, regular upgrades continuously improve the quality of your service. Finally, upgrades can uncover new opportunities for growth such as market expansion or additional services.

Customer Centricity as the Heart of Your CX Strategy

Being customer-centric means placing utmost importance to customers’ needs, preferences, and pain points. Basically, customer centricity presents every touchpoint as an opportunity to improve the customer experience.

For your outsourced call center partner, customer-centric practices need a holistic approach. Agents are, for instance, trained to uphold the highest customer service standards. Meanwhile, the call center management designs processes that minimize friction and adopts technology that encourages personalization.

Key Metrics for Your Customer Experience Strategy

Like we mentioned before, metrics are important in evaluating your CX strategy. Metrics provide valuable insights into how well your customer experience efforts are performing and where there may be room for improvement.

Your outsourced call center partner takes these metrics seriously, as they help you make informed decisions as to how your customer experience upgrade should go. Let’s list down some of these important metrics:

• Customer Satisfaction (CSAT) Score. This metric measures how delighted your customers are with your brand.
• Net Promoter Score (NPS).: NPS measures the likelihood that your customers will recommend your brand to others.
• First Call Resolution (FCR). This metric measures the percentage of customer issues that are resolved on the first call alone.
• Average Handle Time (AHT). AHT measures the average time it takes to handle a customer interaction.
• Customer Effort Score (CES). This metric measures the amount of effort customers make to have their issues resolved.
• Churn Rate. The churn rate measures the percentage of customers who stop doing business with your brand.

Choosing the Right Outsourced Call Center Partner

If you want your customer experience upgrade to work, you have to carefully evaluate which outsourced call center to partner with. Here’s what should be part of your criteria:

1. Expertise

   

   You would want a partner that has a proven track record of delivering exceptional customer experience. In other words, your provider should have significant experience in your specific industry. This, in turn, will enable them to truly understand your customer base.

2. Cultural Fit

   

   Your outsourced CX solutions provider should also share your company s values and commitment to customer satisfaction. A good cultural fit ensures that your customer service approach complements that of your partner..

3. Tech Capabilities

   

   The right partner should have access to advanced tools and technologies that can enhance the customer experience. Such tools include customer relationship management (CRM) systems and other tools.

4. Customer Centricity

   

   It’s not just your brand that needs to be customer-centric. Your outsourced call center partner should also know how to prioritize the needs and preferences of your customers in every interaction.

Coming up with a customer experience upgrade can be quite the task. There are numerous factors to consider, plus you also have to keep in mind when to make some changes.

Fortunately, partnering with an outsourced call center could do the trick. Just remember to keep track of the most important metrics and choose the partner that’s experienced in your industry. But more importantly, make customer centricity the heart and soul of your customer experience strategy.

Partner with Open Access BPO for a True CX Upgrade

You already know that customer experience will give you that competitive edge. What should be your next move? Partnering with Open Access BPO, of course.

First and foremost, we put equal value among our clients and customers. This means we’re just as committed as you in delivering customer-centric solutions that will make your brand stand out. These solutions reach customers no matter what channel they use, and in more than 30 languages to boot.

What makes our agents experts in customer-centricity is our focus on empathy and interpersonal skills. But of course, we also don’t forget to maintain your standards and values when interacting with customers. Paired together, we become your most trusted CX partner.

Learn more about Open Access BPO’s services, talk to our outsourcing specialists, and kickstart a collaboration with our customer experience experts to supercharge your brand! Contact us and let’s start planning today!