Outsourcing a contact centre can help businesses give customers a better experience, increase sales, achieve cost savings and generate new leads.
It could also give businesses access to technology they need to make their services more efficient and customer friendly; technologies they normally would not have the budget or expertise to build in-house.
Kevin Clark, IT & Systems Director at outsourced contact centre provider, DBF, says: “Typically clients tend to be very focused on the job they are trying to do and do not necessarily have the experience of doing all of the jobs we do.
“We look at what they are trying to achieve and suggest better, more effective ways of getting there. Partly we can offer new ways of working because of our training and experience, but a big part of it is because we’ve invested massively in technology. Smaller clients do not have anywhere near the budget required to put this stuff in place.”
In the UK, DBF has more than 300 Customer Consultants in two centres, while in Europe it has1,800 Customer Consultants in 14 centres and six countries. Its clients include the Hastings Direct Insurance, Reader’s Digest, PRS for Music and Nectar.
Read the full article here : business-reporter.co.uk : Building the contact centre you need
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