5 Tips for developing your call center’s unique selling point

5 Tips for developing your call center’s unique selling point

Faith Ocampo Published on February 7, 2017

business team in meeting writing notes on post it

It can be hard for a call center to stand out in a competitive outsourcing market. With numerous players entering the industry, how can you convince prospective clients that they should partner with you?

The easy answer would be to develop a unique selling point. Also called a unique selling proposition, this is your competitive advantage—a quality that differentiates you from other companies. In the case of contact centers, this could be a service, an innovative process, or a piece of technology exclusive to a company.

business team applauding off panel

In the area of offshoring, however, developing such an attribute is extra challenging. One reason is that you’ll have plenty of competitors, some of which have long been in the industry. Also, you’ll be marketing not to retail consumers but to other entrepreneurs who critically and carefully choose their business partners.
Here are five tips that would help you build a powerful and compelling competitive advantage.

1. Define your business philosophy.

business team in meeting discussion lead by boss

The key to building a solid organization is to define the ideals and principles you believe in—in other words, your business philosophy. All your internal activities and business strategies must work cohesively together to allow you to achieve this vision. Your philosophy should guide your goal setting and decision making processes so you can establish an image that reflects your core identity.

Answering these three questions would let you define your call center’s philosophy:

•     What kind of customer support do you want to provide to your clients?
•     How would you describe the ideal customer experience?
•     What values does your organization believe in?

Once you’ve clarified your vision, you can devise customer service and marketing strategies that are aligned to your values and goals.

 

2. Focus on your organizational culture.

office employee discussion

Business owners looking to outsource their operations want one thing from their provider: excellent performance. So to satisfy clients’ standards, some outsourcing companies prioritize productivity. They encourage agents to work long hours and take more calls so they can stay on top of their workload.

This might seem like a good idea at first, but in the long run, it can become counterproductive. Rather than focusing too much on increasing productivity, build an organizational culture that promotes employee engagement and creativity. When you keep your agents happy and satisfied, they’ll be better equipped to deliver excellent customer service.

 

3. Understand your target clients.

business partners chatting outdoors

To gain a prospective client’s approval, you need to show them that you can provide the services they need. To do this, you need to research extensively about your target clients. Get to know them thoroughly, examine their business strategies, and pay attention to their goals and vision. This way, you can think of ways on how your outsourcing operations can add value to their products or services.

 

4. Examine how the outsourcing market evolves.

business hands writing on reports

These days, many entrepreneurs consider offshoring as a solution to various business problems. By having an external provider handle some parts of their operations, they can reduce operating costs, gain new capabilities and resources, and focus on their critical functions. However, in recent years, several trends and challenges have emerged, and they’re reshaping the offshoring market.

For example, contact centers are becoming largely tech-driven. They’re using automation tools to simplify previously labor-intensive processes, and they’ve also begun to invest on big data and analytics. These changes can impact the way brands carry out their services.

Thus, you must stay abreast of the recent industry developments so they can adapt to them. This would let you create strategies that would let you meet your clients’ needs and expectations.

 

5. Develop an innovative mindset.

smart business woman with bright idead concept pointing to floating light bulb

An innovative mindset would allow you to come up with intelligent or creative solutions to existing problems, and this could help you develop your call center’s unique selling point.

To trigger innovation within the company, strive to develop a collaborative organizational culture. Generate ideas from your frontline agents, solicit feedback from customers, and communicate with your team leaders.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3UZf4i0

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO2 days ago
Making your #CallCenter agents happy boosts #productivity and elevates #CustomerExperience.
Here's how you can make their lives easier: https://buff.ly/3UQvadX

----------
It's #CSweek! Don't forget to express your appreciation to the awesome people assisting your customers. Celebrate the job they do!

Let's build you a well-engaged #outsourcing team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #EmployeeEngagement
Open Access BPO
Open Access BPO2 days ago
It's 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸, a weeklong celebration of the value of #CustomerSupport and the people who assist customers.

We recognize our people across Open Access BPO's international locations and celebrate them for the awesome work they do.

#WeSpeakYourLanguage
#CustomerServiceWeek
#CSWeek #CelebrateService
Open Access BPO
Open Access BPO4 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO6 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO