How Third-Party Contact Centers Are Competing With the “Big Boys" 3CContact Services 2016-08-18 21:59:11 Blog
How Third-Party Contact Centers Are Competing With the “Big Boys"

How Third-Party Contact Centers Are Competing With the “Big Boys”

Steven May 5th, 2015

3C Contact Services_image_050515If you’re searching for a contact center to handle your needs, you’re likely looking to the major players in the industry. However, you may want to consider a third-party contact center in your search for the ideal partner.

As the leading provider of third-party call center agents, 3C Contact Services tells those considering hiring a contact center to look below the surface, as third parties often provide services that are a good match for a business’ needs.

Here are just a few of the ways that third-party call centers provide a level of service that is on par with, and often exceeds, what major corporations offer their customers.

They Provide Similar Work

Be it inbound or outbound services, a third-party provider will usually offer the same services at a fraction of the cost. Regardless of the specialized field you wish the agents to be experienced in, remember that just because a call center isn’t recognized as a major player next to multinational corporations, that doesn’t mean that it can’t provide the same level of service.

Professionalism

A third-party call center will always provide their clients with the same level of professionalism that they would expect from a larger organization. If you want to research the level of service a company you are considering will provide, try acting as a “mystery shopper” and call them as a prospective customer.

The staff at these call centers will usually have the same know-how as their counterparts at big organizations; in fact, they may just have better training in place for their agents. Regardless of who you are choosing, always look at the training they have in place for their agents, as well as their turnover rate.

Value-Added Services

In order to compete with larger and more established organizations, third-party call centers will often provide their clients with value-added services on top of the cost savings. This may include programs to help you improve your business or streamline your order-taking process.

Productivity

Third-party providers will provide you with the same level of productivity as big-name companies and can respond to calls just as quickly. And should any issues arise, it will take less time for resolution, as it’s clear which role each member plays; with larger businesses, a client may be transferred several times before they reach the right person.

Best Technology

Even though they’re smaller in size, many third-party call centers will still use industry-leading technology, such as automatic call distributors (ACDs) put in place to properly route calls and e-mails, computer dialling for outbound calls, and, because client information is so important, disaster recovery. They should also have the same call monitoring and reporting as large call centers in place as well.

A Cost-Effective Solution

Perhaps the biggest advantage of hiring a third-party contact services provider is the simplest and most logical: they will provide the same level of service as a big-name company, but at a lower price.

For more information on the benefits of third-party call centers or to inquire about our services, contact 3C Contact Services today.

The following two tabs change content below.
Steven

Steven

As vice president of sales and general manager, Steven is responsible for managing 3C Contact Services’ staff, sales, and operations, developing strategic plans to grow business and increase the effectiveness of the provided service. Steven is also responsible for building 3C Contact Services’ image and fostering relationships with clients and community organizations.
How to Improve a Company’s Brand Value

How to Improve a Company’s Brand Value

The Importance of Brand Value What makes a company successful? Sales are without a doubt important, along with things like customer service and making sure your product or service is of high quality. But step back for a moment and think of what reall

quality assurance in call center

Call Center Quality Assurance Program

When you are looking for a call center to handle your business needs, it’s important to choose one with the right quality assurance program. It is very crucial to consider quality assurance in a call center, as that is what leads to a higher level


Looking for a quality call center services for your project? Contact Us