White Labelling A Contact Center Reduces Risk and Allows You to Maintain Greater Control
Most contact center solutions are either managed internally - a company controls and manages all the processes their contact center requires - or it is outsourced to a partner company. Outsourcing or in-house - these are the two most common options and globally about three-quarters of companies choose to manage their own customer service processes internally.?
But there are some other less-explored options, and they can address some of the problems associated with managing your customer service processes internally.?
Let us consider the main advantage of keeping your customer service processes in-house - it helps your brand stay close to your customers. This ability to control customer interactions - along with data security - is the most common reason managers insist on keeping control of their customer service processes.?
However, there is a downside. Those enormous contact centers require a lot of upfront investment. Someone must build and maintain those offices, hire, onboard, and train all the people you need to work in them.?
The systems and software all need to be specified and supported. New channels need to be managed as customers change their preferences. In fact, you need to always have one eye on the future to see what your customers will want next year.?
When you list all these requirements it is no surprise that many managers see the contact center as a burden on their ability to do business. It is necessary to answer calls from customers, but it sure costs a lot.?
Outsourcing to a customer service specialist is an alternative. You define the required service levels and agree on the costs and that is it - your partner now handles everything. However, as mentioned initially, some managers feel that handing all the customer interactions to an outside company reduces the ability to stay close to the customer. Your customers may also see that you have outsourced all customer interactions to another company and could think that this shows you do not care much about their business.?
With a good partner, this should never be the case, but many customers and managers feel this way.?
领英推荐
So, what is the alternative???
NEARSOL can white label an entire contact center solution for your business. We provide the facilities, software and systems, and people you need to deliver a great customer experience, but everything about the center is branded and managed as if the team were still internal to your business.?
You reduce the need for upfront investment and gain access to our talented customer service solution design team. However, you also retain control of exactly how the agents interact with customers - so you can maintain your own corporate style or culture.?
To the customer, everything appears as if the customer service team is internal. To your CFO (Chief Financial Officer) and board, the financial gains will be immediately obvious. You can work with an experienced partner to deliver the infrastructure required for the contact center to function, but you can maintain many of the processes internally. This allows you to reduce financial commitment but maintain the ability to control your customer experience.?
White labelling is a less well-known solution than just outsourcing to a partner, but it has many advantages for a company that wants to maintain more control over customer service processes.?
Check out the information on our website and contact me directly via my LinkedIn if you have questions about white-labelling and our Contact Center as a Service product.?
Victor Pereda CEO NEARSOL