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A good number of companies are outsourcing their business processes to contact centers for a variety of reasons.
For one thing, outsourcing allows them to focus on their core businesses while handing off tasks such as customer service, technical support and telemarketing to companies that are specializing on them.
Because contact centers interact with your customers regularly, building a great working relationship with them is vital for your company’s success.
They are your ears and eyes on how well you are doing in serving your customers. Their feedback will be crucial in improving many aspects of your business, allowing you to stay on top of the game.
Here are four ways for you to build a better relationship with your partner contact center.
1. Communicate your needs
Your business is unique in a lot of ways.
From the delivery of your products and services to target customers, you will have particular goals, needs, and preferences that you have to communicate to your contact center all the time.
For example, you might be looking for representatives with experience in outbound sales or a technical support expert with a background in web development.
Hiring talents is just one area where you will need to be clear about your needs.
You might also want certain processes in dealing with return order, customer complaints, or underperforming representatives.
By being transparent about what you want, your contact centers can fluidly execute action plans that will better fit your business.
2. Hire an account manager
An account manager is a liaison officer between you and the contact center.
You might need one especially when your business is rapidly growing, you are serving a large customer base, or you are contracting several contact centers in many different locations.
An account manager will be responsible in maintaining channels of communication, meeting managers and representatives on site, and following through mutually agreed business terms.
3. Keep a listening ear
Another way in keeping a great relationship with your contact center is to listen to them.
They offer valuable insights about your customers especially that they interact with them every day. They can help you find ways to further enhance customer experience and identity areas of improvements.
Additionally, you can also benefit from their feedback on how you can improve your business processes and tools.
Most of all, they feel valued as an integral part of your company when you listen to them and respond positively on their constructive feedback.
4. Give incentives
When they do a great job, reward them. It will be advantageous to your bottom line if you do.
Rewarding excellent work will encourage them to always meet or even exceed your expectations.
You can give incentives to teams, representatives, or managers who are doing well in sales, customer satisfaction, and other business processes.
In turn, your customers are going to be taken care of by motivated people. They will stay as a fan of your business which can translate to increase in repeat sales and boost your company’s overall reputation.
Your next steps
Treat your contact centers as you would a business partner.
They are your frontline brand ambassadors representing your company every time they communicate with your customers.
By bringing your relationship with them to the next level, you can rest assured that your customers are treated with world-class service experience.
