Top Three Myths about Canadian Contact Centres
As the world economy continues to struggle, many organizations will be looking closer at outsourcing as a key initiative to improving their bottom line.
Outsourcing contact centre services is a sensitive topic for any large corporation. The feeling of vulnerability and loss of control is common in a corporate board room filled with senior management. 3rd party contact centres are always asked how they can deliver such services without damaging their clients brand while maintaining good client experience. Large organizations that have outsourced some or all of their contact centre services have started sharing their strategic business imperatives with their outsourced vendors. This transparency has enabled 3rd party contact centres to transform and adopt new standards for their business. A decision to outsource contact centre services is no longer just financial; it also includes the careful selection of a true partnership that will build success over the longer term.
With 19 years in the Canadian Contact Centre industry, working in both internal and 3rd party contact centres, I’ve heard just about all the myths concerning contact centres – here’s my top 3:
Myth#1: 3rd party contact centres are challenged to provide good customer experience
3rd party contact centres are rigorous in building superior call quality process and metrics that are aligned with their client’s goal of delivering good client experience. We know the customer is always right and deserves a great experience.
Myth#2: 3rd party contact centres are able to offer lower cost at the expense of call quality
Many contact centres today boast ISO standards and have also adopted state of the art digital recording technology, enabling real time monitoring of good call quality. Organizations that outsource also request remote monitoring to help evaluate and monitor call quality.
Myth#3: The recruitment and hiring standard is lower in a 3rd party contact centre
3rd party contact centres adopt hiring practices that are similar to their clients. In many cases, 3rd party contact centres take their hiring standard up a notch by conducting criminal and credit background checks and behavioural based interviews to name a few.
