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Contact centre outsourcing: scalability with controllable costs

Posted by on Jun 28, 2013 in Latest News | 0 comments

The number of calls a business receives on a daily basis often overwhelms business owners. By outsourcing contact centres, businesses are able to focus on managing their core business functions while ensuring their contact centre is scalable and runs at a controllable cost. Entrepreneurs often seldom anticipate the number of calls a business can receive from clients complaining about needs not met, or enquiring about the company’s services and even asking for technical assistance. As companies grow, managing these calls puts pressure on the business. The fact that today’s consumers expect exceptional service at every touch-point and quickly take their complaints to social networks when their needs are not met only intensifies this pressure. By outsourcing the customer service function, businesses are able to leverage call centres that can adapt to their needs. This means businesses can expand and decrease their call centre operations based on changing business needs without putting pressure on their internal network, or underutilising a platform the business has already invested in. Balancing contact centre needs against other business needs in incredibly tricky for businesses, especially when they are in the developmental stage. Over investing in a call centre by employing too many call centre agents or purchasing more equipment than necessary can place financial strain on a business that needs to invest in expansion. At the same time, overlooking the call centre function can result in unsatisfied customers that will take their business elsewhere. For this reason, savvy business managers choose to outsource their call centres so that this function is scalable and manageable. While it is true that many businesses are reluctant to entrust external providers with their customer care, outsourcing a call centre can improve customer service and increase customer loyalty. If you are considering outsourcing your call centre, make sure you choose a provider with a proven track record that has demonstrable success in the call centre space. Choose an outsourcing and business transformation company that understands the importance of customer service and can deliver predictable results. The Effectiveness Company provides call centre outsourcing services that improve customer intimacy and service, drive sales and reduce business costs. Contact the Effectiveness Company today to find out more about call centre outsourcing that ensures scalability and fixed costs. To find out more about what we provide in terms of call centre outsourcing, visit our website or contact...

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Lower costs and on-demand availability are driving outsourcing uptake

Posted by on Jun 24, 2013 in Outsourcing | 0 comments

Companies of all sizes and in all industries are increasingly turning towards outsourcing services to provide the link between business strategy and business operations for several reasons. Firstly, these solutions are relatively cheap when compared to solving the company issue internally. For example, if you need a call centre, you would have to buy equipment and space as well as interview, hire and train enough people to manage it. In a few years time, you may need a far larger call centre or you might have done away with that side of your business – either way, you’re going to spend money; either on hiring more people or on equipment and space you no longer use. Outsourcing your call centre to a reputable service provider will give you the services you need without any of the hassle or commitment. They will provide fully trained, professional staff members who will seamlessly join with your company and report to you directly. Should you require more staff, they can be deployed to you to fill the demand and if the demand decreases, they can be redeployed to other companies quickly and efficiently – giving your company the flexibility to grow and change comfortably. These solutions are not simply for call centres – as demand for outsourced services has increased, so have the variety of solutions on offer. Companies who have experienced the many advantages of outsourcing to professional providers are now demanding services that range from Human Resources and back office administration to training, labour management, asset management and brand activation. They have realised that having fully trained and experienced staff on demand without having to directly interview and employ them is a truly essential element to streamlining and optimising business functions throughout the company. Outsourcing is not just about benefits to employers, it’s about driving employment. Instead of companies having to retrench or let go employees as it diversifies, employees that are contracted through an outsourcing services provider are heavily invested in tough training and then deployed to other companies where they are needed, keeping people in jobs while ensuring that they receive the best possible experience to keep them delivering the right results. The Effectiveness Company uses world-class methodology and skilled staff to ensure that clients receive sustainable, measureable results that align the company with core business goals. To find out more about our outsourcing services and how we can assist you, contact us...

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One size doesn’t fit all: The value of tailored outsourcing SLAs

Posted by on Jun 19, 2013 in Outsourcing | 0 comments

You know your company and, more importantly, you know it has different needs to any other company. So, when you’re outsourcing SLAs, you need partners who will align themself seamlessly with every aspect of your business, not someone who offers you the same solution they’ve offered to countless other clients. With the global economy under strain, companies are looking for solutions that will streamline their business, optimise their workflow and lift budgetary burdens. Outsourcing SLAs is one of the most popular means for companies to achieve these goals and remain competitive in a harsh business environment. Of course, this is an umbrella term that covers a wide range of business functions, from call centres and supply chain management to human resources functions and asset management. Very few companies will require every single one of these services and even fewer companies will know exactly which services to prioritise for maximum returns. This is where tailor-made solutions become vital. This is because they start off with a team of highly experienced consultants thoroughly analysing every aspect of your business to which an outsourced solution may be feasible. Outsourcing isn’t just about discovering and dealing with areas that are known problems – there may be certain business functions that were thought to be performing well and would have been overlooked but could in fact benefit hugely from an outsourcing service. Other solutions could be unrealised opportunities to further improve performing areas. A tailor-made solution involves getting to know your business, how it is different and how it functions in order to give you every solution possible to align your company with your business strategy. This intensive analysis means that the solution you receive will be completely relevant to particular company – nothing you receive will be unnecessary, impractical or forgotten about. This is because a quality solution cannot be formed out of rubber-stamping the same outsourcing packages for different clients – it’s about aligning a solution with your unique business goals and working with you to ensure that you get the measurable results you’re after and are able to sustain them even in a tough economic environment. The Effectiveness Company makes use of unique, proven outsourcing/insourcing solutions for a wide range of companies, from small businesses to large corporations. We are able to give our clients the results they’re looking for through the development of customised outsourcing solutions that have been created for each of their individual needs. To find out more about what we provide in terms of outsourcing SLAs, visit our website or contact us...

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