Top reasons to opt for an In-house Contact Centre Technology

A contact centre is no more a cost centre!

Customer relationship management has been a hot topic across the industries and there is no end to it. Every now and then we encounter some new techniques, guides, learnings and suggestions to improve customer support and services based on the interaction, information technology, employee involvement, product enhancement, quality control and competitor strategies. This universal discussion is an indication to accelerate companies’ steps towards building a concrete foundation for customer experiences.

Contact centres have been sought as a medium to keep the brand and customers connected. It entirely depends on the company to decide whether they should rely upon and choose an outsourced call centre or consider having an in-house contact centre as a part of their business. In this post, we present a guide to make things clear for the decision-makers and help them to organise and make most of the customer service in the best way.

Is your customer aptly satisfied with an outsourced contact centre interaction?

Not Really!

It can be a dangerously frenzied situation if you are spending on the means to provide customer support and your customers are still running away. Imagine a customer calling up a call centre agent in a frustrated tone, and in turn, the agent is unable to get him through a solution due to lack of expertise in product and keeps escalating the issue as a ticket to another level. Sounds horrible if the customer satisfaction turns opposite to what was expected? Well, this does happen because of one or more reasons as stated below-

Product knowledge

One of the basic problems that lead to a gruesome experience for your customers with the agents is the actual knowledge of the product in question and its relevant answer. Since an outsourced call centre might be handling multiple companies, products and switching the agents, you cannot expect them to be the experts to solve customer queries. Their knowledge would be limited to the training and user guide or the knowledge base given to them. In several scenarios, this could limit the possibilities of essentially solving a customer query to their satisfaction!

Inattentive agents

It is a very clear picture – the agents are not working for you, they are not your employees. The psychology matters here! An outsourced call centre’s agents, who are assigned to support your customers, are just acting as a temporary bridge. They usually just consider it as an ongoing process or time-based duty rather than owning the responsibility. And because of this scenario, there is a lack of attention and discipline to serve the customers for long-term retention.

Communication obstacles

Linguistic barriers have been causing a great loss to the companies opting for outsourced or to be more precise off-shore call centres. Customers would always wish to connect to the company representatives as per their own time convenience and language preference. In the case of outsourced call centres, although you pay for the number of calls attended or made, but you cannot ensure the quality of those interactions. There is hardly a possibility to keep a check or instigate your reputation values and culture in them to help the customers in the same language and availability criteria.

Confidentiality & security

Because a spy cam or a security guard cannot be worth in this case! While giving away the work to handle your customer service to an external organisation may sound easy, it’s actually risky! The company, at times, in order to enable the agents deliver their best, need to share the inside stories and information. Although enough care is taken while doing so, there is no guarantee of confidentiality or security of the information access given to the third party agents. Moreover, you will not be there to keep a check on them.

Dependency factors

Easy to say, hard to do! The feeling of being independent is always better than relying on others for your work. The same concept works here. Whether it is a new launch, an expansion, a new upgrade, a set of improvements or any changes made to your current offerings, the same has to be communicated to them. The company needs to be dependent on their working patterns and believe what they say! There is no exact way to monitor accurately or take decisions.

Why should you say yes to an in-house over outsourced contact centre?

At a first glance, it may seem a tedious process to plan and execute the development of an in-house contact centre. But, with a bundle of benefits to offer, we say it is all worth to make efforts in this direction. The passion of your staff in serving the customer community will be unmatched when compared to outsourced agents. And with the power of smart technology solution, the advantages are multiplied itself. Enlisting some major points to reconnoitre this lane involving a mix of people and software-

Expertise

In-house agents are your brand advocates. Being a part of the same company ensures that they are trained by the experts to gain the required expertise. Moreover, they are exclusively working for your company, making it possible to have a complete understanding of not only the PRODUCT but the CUSTOMER as well. This puts them in the best seat to accelerate interactions with the most satisfactory solutions and high first-call response and fix ratio.

Reliability

You can always trust on your own employees since they are like a family. A good organisation has a considerate attitude towards their staff promoting a healthy progressive culture. This is the reason you can always count on your service employees to help out your customers. They will definitely add a value to every customer experience by all the means and you can modestly rely on them.

Control

Monitoring becomes quite easy with an in-house contact centre technology. The modern platforms used by the companies to aid their agents while dealing with the customers are smart enough to help you analyse and take advantage of it. It is possible to monitor what the agents are doing, how are they performing, what the customers are feeling and analyse what should be done further to achieve goals.

Cost

It is widely believed that cost is a major concern for not having an in-house call centre. But we would like to state that, with an advanced contact centre technology solution, it is quite feasible to do more with less. A company can possibly perform better in terms of customer service with their own agents using a well-defined approach with software. It definitely promises huge returns in terms of the investment.

Personalisation

Users always prefer a personalised experience over anything else. If they are aware of the fact that they are directly speaking to a company’s representative and not just a centralised call centre executive, it gives them a factor of conviction. Also, as an in-house process, you can easily identify pain points, personalise communication, greetings and categorise the customers to make it effective.

Innovation

We are in an era where innovation is appreciated all the time. If it’s your own, you can drive it the way you want with a backup plan. The SaaS platform has shown great advancements in the contact centre technology to help companies develop their own customer support centre and innovate user experiences. You are bound to grow endless and learn more with every interaction.

How to use contact centre technology to set up your own in-house
customer support facility?

79% of contact centres do not think their technology is fit for purpose for future digital needs.

Considering the paramount positive effects of employing an organisation’s own exclusive contact centre for customer management, it is a no-brainer to adopt it. To reap the long-term benefits and relationships, the companies need to seek the right help with the smart contact centre technology. The advent of SaaS-based platforms has further simplified the process of getting it started. It is essentially easy to break the back of the beast with the DIY (Do It Yourself) approach offered by these solutions.

For instance, contact centre platform offered by iTouchVision enables the companies to succeed in providing the ultimate support with high agent efficiency. Following are the features offered leading to the growth and accomplishment of in-house customer service team-

A digital future is on the cards and contact centre technology will be the game changer. Owning your customers and earning their loyalty through employee engagement should be considered to lead and survive. If you wish to explore more about the functional feasibilities and associated benefits for your company, feel free to speak to our experts. For more insights and updates, stay connected to us on Facebook, Twitter, Google plus and LinkedIn.

Make your move now!

iTouchVision is one of the world’s leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.