When your call center gets in the way of your brand’s growth

Faith Ocampo Published on April 6, 2017

call center team leader with headache in customer support office

Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience.

This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to represent their company. The underlying principle is that, once a company seeks the services of a customer support firm, the relationship between the two goes beyond a client-vendor one. They become, in essence, business partners.

So if you’re to outsource your customer service functions, you must choose not just any vendor with the skills and resources you’re looking for. More importantly, you need to find a firm that can grow alongside your organization. They must pay attention to your needs and be able to carry out your processes in ways that are consistent with your brand’s ideals.

If you’re not careful, you may end up choosing the wrong outsourcing provider. These are companies with stubborn, counterproductive mindsets that can block business growth. Here are some of the red flags you need to look out for.

1.     Lack of vision

blindfolded businessman with chalk business doodles

As a forward-thinking, innovative company, you deserve a business partner that’s as growth-oriented as you are. Partnering with a company that lacks a solid direction can only slow you down. But how can you find out whether a prospective call center lacks vision?

The solution is simple: talk to the company’s executives. Ask them about their long-term goals and core values, and how they plan to expand their operations. Most importantly, however, ask them about the concrete steps they’re taking to achieve their biggest targets. They should be able to confidently articulate and explain these to you.

2.     Lack of flexibility

business executive wagging finger refusing partner

The ideal customer support provider would tailor their operations according to your needs, so that they can help you achieve your goals. In reality, however, they may not be able to give you everything that you want, especially if it goes against their policies. In these cases, you need to arrive at a compromise that equally benefits both parties.

There are call centers, however, that show no willingness to adjust to your conditions. These are the vendors you need to avoid. Their rigid policies and protocols can prevent you from getting the best results out of your customer care spending.

3.     Fearing failures

businessman hiding head in desert

Every business endeavor involves risks, but some organizations dodge these risks in fear of failure. What they might not know is that this habit blocks innovation and growth, which are both necessary in the field of customer service. Only the companies who can embrace bold business strategies stand a chance to delight customers in new ways.

Although you may not want to partner with an overly reckless outsourcing company, you need to find an organization that is willing to take calculated risks. They can help you find unconventional solutions to a problem and create out-of-the-box strategies for managing the customer experience.

4.     Resisting change

problematic business executive holding head looking at printed report

Whether they need to work with a new leader, update an aspect of their operation, or absorb a new technology, contact centers need to welcome organizational changes. Leaders and employees must both be able to cope and manage these changes effectively. Otherwise, they won’t be able to improve the company and its performance.

 

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 3 days ago
Brands will face both opportunities and challenges as they navigate the complexities of meeting customer expectations in a rapidly changing environment.

𝗔𝗿𝗲 𝘆𝗼𝘂 𝗽𝗿𝗲𝗽𝗮𝗿𝗲𝗱 𝗳𝗼𝗿 𝘁𝗵𝗲 𝘁𝗶𝗺𝗲𝘀 𝗮𝗵𝗲𝗮𝗱?

𝗟𝗲𝘁'𝘀 𝘁𝗮𝗸𝗲 𝗮 𝗹𝗼𝗼𝗸 𝗮𝘁 𝘁𝗵𝗲 𝘁𝗿𝗲𝗻𝗱𝘀 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱 𝘀𝗵𝗼𝘂𝗹𝗱 𝗮𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝗲𝗺𝗯𝗿𝗮𝗰𝗲 𝘁𝗵𝗶𝘀 𝘆𝗲𝗮𝗿.

----------
Ready to elevate your efficiency and focus on what you do best?
Outsource your #CustomerExperience for streamlined success.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat #CX
#OutsourcingCustomerService
Open Access BPO 3 days ago
𝗘𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗶𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on to score your #CallCenter partner's performance: https://buff.ly/3whUbqq

----------
Let us worry about enhancing #CX for your brand so you don't have to.

Talk to us and let our outsourcing experts build a #CustomerSupport team for your business: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 4 days ago
There's nothing quite like quality #CustomerSupport for keeping consumers satisfied and loyal to a brand.

Captivate your customers and ensure brand loyalty with these #CustomerRetention tips: https://buff.ly/3wuq5QA

----------
Empower #CustomerSatisfaction with our #CustomerExperience business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 4 days ago
𝐒𝐨𝐜𝐢𝐚𝐥 𝐞𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐬 𝐮𝐬𝐢𝐧𝐠 𝐩𝐬𝐲𝐜𝐡𝐨𝐥𝐨𝐠𝐲 𝐭𝐨 𝐭𝐫𝐢𝐜𝐤 𝐩𝐞𝐨𝐩𝐥𝐞 𝐢𝐧𝐭𝐨 𝐬𝐡𝐚𝐫𝐢𝐧𝐠 𝐜𝐨𝐧𝐟𝐢𝐝𝐞𝐧𝐭𝐢𝐚𝐥 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧.

#CallCenters are common targets for these tactics, aimed at infiltrating a brand's sensitive information and protected strategies.

Here are potential #SocialEngineering techniques that can make you vulnerable to fraud: https://buff.ly/48pFzCX

----------

Partner with a #CallCenter with secure solutions to keep you and your customers' data safe: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #DataSecurity
#FraudDetection #InfoSec
Open Access BPO 5 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/42JjRZa

----------
Let's turn mishaps into opportunities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 5 days ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/49c1dvz

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO