In this customer-focused economy, everything is evolving fast—from customer expectations and communication to business outlook and contact centers. Gone are the days when call centers typically dealt with telephony and were seen as cost centers.
Businesses are becoming more customer-focused, and customers are becoming more aware of their needs, wants, and options. As a result, contact centers today play a significant role in modern business.
By 2020, customer experience surpassed price and product as key differentiators. Companies are now focusing on customer satisfaction and expectations. Poor customer service is no longer an option. Studies show that 33% of customers have considered abandoning a brand due to a single incident of poor customer service.
Many customers today place as much emphasis on their brand experience as on a brand’s product and pricing. So, today, the impact of customer experience on revenue has become undeniable.
In such a situation, adopting a proactive customer-centric approach and designing a positive customer experience have become crucial for companies across all industry verticals. Contact centers can play a significant role in doing so. It’s time businesses start thinking about call centers not as cost centers but as customer experience hubs.
What is a Customer Experience Hub?
A customer experience hub typically combines the customer relationship management department and contact center. Your call center outsourcing partner can easily wear both hats and become your support system in creating the customer experience hub, creating opportunities at every stage of the customer lifecycle.
What can Your Outsourcing Partner do as A Customer Experience Hub?
As a customer experience hub, your contact center partner can deliver a fast, intelligent, omnichannel experience and maximize their opportunities. It can create more marketing opportunities through social media or become a pre- and post-sale problem solver and educator. It can also provide deep insight to highlight reasons for customer attrition and enable faster fixes that can be applied proactively before the other customer notices the issue.
How To Find A Contact Center Outsourcing Partner Who Can Transform Into A Customer Experience Hub?
You must select a call center outsourcing partner that can go beyond the typical contact center role and transform into an experience hub for your business. Here are a few traits you must see while looking for a contact center outsourcing partner:
Multichannel and Omnichannel Offering
Having a call center outsourcing partner with multichannel and omnichannel support is today’s new norm. With new avenues of customer communication opening up every week, it becomes tough for companies to be on every channel and offer a real omnichannel experience. However, a call center partner with multichannel and omnichannel capabilities can allow you to provide your customers with seamless customer service, which can significantly improve their experience level.
At Fusion CX, we support email, voice, chat, text, and many other communication channels. We also provide omnichannel support to many clients to deliver a seamless customer experience.
Multilingual Support
If you are a global business, some customers will not be native English speakers. Therefore, you must support them in a language they can comfortably speak. At Fusion CX, we support English, French, German, Italian, Portuguese, Arabic, Japanese, Mandarin, and other Asian and European languages. You need a call center partner with multi-lingual support capabilities.
Global Presence
If you are a global brand or are planning new market expansion, you need an outsourcing partner with a worldwide presence and the resources to capture the local market. As a well-known name in the global BPO industry, Fusion CX has 16 delivery centers in eight countries worldwide. We also speak as many as 30 languages, including English, Spanish, French, Portuguese, and other European and Asian languages.
AI and Automation
For your contact center to become a customer experience hub, your call center partner needs to be equipped with modern technology such as machine learning and artificial intelligence. Soon, AI will be essential for intelligent self-service (including chatbots), agent automation, and smart analytics.
According to Salesforce, 53% of organizations will have a live chat solution by the end of 2020. Therefore, you need to find a call center partner that has already embraced AI and Automation or is considering joining the bandwagon.
As a prominent name in the call center outsourcing industry, Fusion CX has already embraced AI and automation technology. We have successfully implemented Robotic Process Automation (RPA) in several client processes and have an in-house chatbot development team.
Security
Data Security is a challenge for every business these days, and to cope with the challenge, you need a contact center partner who takes data security as seriously as you do. The contact center partner must have the necessary security certifications. Fusion CX has always taken data security seriously and has two separately hosted and completely geo-redundant Data Centers in Draper, USA, and Montreal, Canada. We are also PCI DSS v3.2 and ISO/IEC 27001:2013 Certified.
Experience, Expertise, and Resources
This one goes without saying. To run the operations smoothly and efficiently, you need an experienced outsourcing partner who can handle any challenges with its experience, expertise, and resources.
You need to look at these areas while choosing an outsourcing partner who can turn your contact center into a customer experience hub.
Fusion CX has the skills, experience, technology, and resources to support you as an end-to-end contact center outsourcing partner. By delivering continuous excellence at every touchpoint, we can become your customer experience hub. For more information on our services, contact us today!
