There are many call centers. Making the right choice requires a solid understanding of all the options. Having the future in mind will help you also on the short term. A cultural fit with your new partner has proven to be critical to success in a number of cases.
Contact center companies have a great understanding of what is happening on the market and which services a consumer will like. If you have a digital strategy, you will need a strong digital partner who can also offer services from the shelf, allowing you to gain speed in executing your strategy.
Artificial intelligence is gaining importance. For each service or product you will need to define how it fits your consumer base. After all it has to be an inclusive service your offer. This require a strategy per user group, per country and even per continent since local regulations may impact which services, such as Chat and Chatbot you are allowed to offer.
Volume is critical when building a customer services team. To be productive and efficient each language will need a certain base of volume. There will be circumstances where you need to rely on your partner to set up a shared pool for newly opened countries. This requires specialized set ups.
Driven by the pandemic, many retailers have experienced that the customer services team is the only team able to connect online with stores, manage omni channel and being able to update an order or to upsell. Seeing your partner as a profit center can make a big difference in the way you organize your profit as company.
GEC has experienced that customer services has become the heartbeat of your organization. They are ambassadors servicing and selling your product. CSAT and Net Promotor Score will tell you how your customers think about the service your offer. Implementing a case management tool correctly is a source of great data that will tell you where to invest next. Discuss with GEC your ideas and future ambition. We will be delighted to help you.