How outsourced contact centres can help improve customer loyalty

shutterstock_341095589Choosing to use an outsourced contact centre has many benefits. One being that it allows you to focus on your core skills, rather than the specialism of customer service delivery, and all the complexities that entails.

It is important to ensure that each customer contact is performed by an agent who understands the importance of resolving that query at first point of contact, reiterates the value of the product or service the customer has, and engenders a real feeling of advocacy and loyalty from that customer. That is no small challenge, and that must be done before you even consider the implications of an omni channel delivery.

Looking after customers should be every company’s main focus, because without customers, there would be no company. This means that maintaining their happiness and loyalty is so important. Here are some reasons why outsourcing your communications can help to improve customer loyalty:

  • Better technology ­– outsourcers are well-known for investing in technology, whether that is the latest application for handling interactions from your social channel, or investing in headsets that reduce external noise. Outsourcers are able to spread the cost of significant technical and operational advancements across a range of clients, and invest time and skills in understanding the implications, thereby giving you quicker and cheaper access to improved methods and technology.
  • More skilled support functions – contact centres invest in the core support functions necessary for delivering consistent, measurable and quality customer service management. These include training, quality and mentoring staff, recruitment teams, workforce planning, management information analysts, plus many more. Delivering exceptional customer experience and therefore loyalty takes a lot of behind the scenes effort.

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  • No closing times – this is one of the most important loyalty-building aspects of any company; to be there for your customers 24/7, whenever they need you. An outsourced contact centre has the infrastructure to offer 24/7 cover.

Overall, providing great customer support means that customers will feel more loyal to you and will recommend you to others, improving your reputation and helping your company to grow its reach.

mplcontact offer a huge range of outsourcing services, from overflow call handling to campaign management, customer service delivery and web chat services. If you’re interested in outsourcing any of your services, then speak to one of our experts today – call 0800 0931 830 or email siobhaing@mplcontact.com.