The retail landscape is rapidly changing, and keeping up can mean the difference between success and failure. Due to the challenges businesses have faced over the last year and a half due to the global pandemic, eCommerce rapidly took center stage as the traditional retail experience became non-existent. This reality struck companies like lightning and they were forced to quickly adjust their strategies in order to survive. For many companies, the challenges presented new opportunities to expand the scope of their eRetail while reducing their physical presence as a staggering 12,200 stores closed according to Fortune Magazine.
The rapid transition to eCommerce hasn’t been without its own unique challenges. As companies are fighting to transition their businesses into a monopolized eMarketplace, customers are expecting the same great customer experience they had come to expect from their favorite retailers. The biggest challenges, however, have been the need to provide superior customer service and increase customer loyalty.
Contact centers are uniquely positioned to assist retail and eCommerce businesses in overcoming these challenges. In this article, we discuss the top 8 reasons your retail or eCommerce business should be partnering with an outsourced call center.
You Can Easily Scale Your Workforce
If there’s one thing all customers can agree on, it’s that waiting in long queue lines can quickly usher in the end of a relationship with a company. Everyone has experienced a frustratingly long wait in a customer service queue and wondered if the entire experience was worth our time. Waits that only last a minute or two likely aren’t going to be a problem. In fact, it might signal to customers that your product or service is valuable and in-demand, but when wait times start creeping towards the 15-20 minute mark, satisfaction levels are likely to begin plummeting.
Fortunately for retail and eCommerce businesses, outsourced call centers provide an effective means of decreasing the number of time customers spend waiting to talk to customer service representatives. Outsourcing your contact center is an easy way to get customers talking with representatives in a timely and efficient manner. Why? Because scaling an outsourced call center team is much easier than trying to hire new employees to scale your in-house team. Better yet, you can use data depicting the times of the year with both the highest and lowest request volumes to accurately assess when you need to scale the service up or down. That way your contact center always has the appropriate number of representatives available to service your customer base.
You Gain Extended Service Hours
Having the ability to provide customer support around the clock is one of the best ways to gain a competitive edge over your competitors. If waiting in long queue lines is enough for a customer to terminate their relationship with your business, having to wait until the next business day will certainly be a deal-breaker. If your customer service department is only open during standard business hours, you’re opening yourself up to the alienation of your customer base. And if providing around-the-clock service to customers in your business’s home country wasn’t already a big enough task, if you have any desire to break into global markets then expanded service hours are essential.
Once again, outsourcing your call center service to a contact center is an extremely viable solution to this issue. ProximoCX agents are available 24/7/365 so you can be sure your customers are getting the help they need when they need it. Partnering with a contact center is even an option if your company only needs additional support during your in-house team’s off-hours. We offer customizable solutions tailored to meet your business’s needs.
You Can Meet Customers Where They Are
Is your perception of contact centers a gigantic room where agents answer phone calls all day? If so, then it’s time to toss that preconceived notion out the window. Technology has been rapidly changing over the 40 years, and even within the last decade, there has been an explosion of technologies that allow customer service reps to interact with customers in ways that weren’t previously possible. These new technologies have allowed the industry to move towards multi-channel customer service solutions.
Not every customer has the time or desire to call customer service and talk to an agent. As companies have realized this they’ve begun to adopt web-chat, email, and even Ai-based service solutions. Not every solution requires a human touch, and many simple requests can be completely automated. What does this mean for your CX agents? It means that they can spend their time assisting with issues that specifically require their attention. For your customers, it means avoiding queue lines and receiving prompt results.
An Outsourced call center can provide your business with more methods to connect with customers than just phone calls. Not only does adopting an omnichannel contact center solution optimize your agents’ time, but it reduces the amount of time that your customers spend waiting to receive results.
There Is An Emphasis On Quality Assurance
How do you ensure that your customers are receiving the best service the industry has to offer each and every time they connect with your agents? It takes a specific set of tools and a great deal of time and money to implement effective quality assurance methods for your CX representatives. Even if you don’t have the time, money, or IT professionals needed to implement and maintain these measures, your company can gain access to them via outsourced contact centers like ProximoCX.
At ProximoCX we utilize AI technology to better understand the interactions our agents have with your customers. This allows us to provide our agents with real-time feedback and insights they can implement to improve the experience that they provide to customers. These technologies alert us to any weakness in our staff’s skill sets so we can provide the training necessary to fill those gaps. We believe that creating well-rounded customer experience representatives is part of our core business functions because our success depends on your customers’ satisfaction.
You Gain Improved Insights
Knowing what customers are saying is an essential part of your business. What works? What doesn’t work? What can be improved upon? These are all questions that must be answered if you plan on keeping your customers coming back for more. What you don’t need, however, is a constant barrage of customer feedback without structure or context. A long list of customer complaints and compliments isn’t worth anything in the long run by itself.
What your company needs are actionable insights. If you’ve chosen a great contact center to partner with, they should provide you with actionable insights which you can use to make strategic decisions and push your business forward.
ProximoCX is a data-first BPO company. We believe that actionable insights lie at the heart of every good business decision. We use AI and machine learning to organize the feedback we receive from your customers and provide you with actionable insights you can use to push your company forward.
Access To Intuitive Customer Retention Strategies
Fixing your main focus on bringing in new sales might seem like a logical way to keep new revenue flowing into your business. However, focusing solely on bringing in new customers, and subsequently neglecting the customers you’ve already convinced to buy into your products, will have a major negative impact on your company’s bottom line. Why? Because these are the customers you’ve already converted them into sales by investing your time and resources into them. If you don’t continue building upon that relationship, the customer will find a new company to buy from, and all the time and resources spent establishing the relationship will have been wasted.
While customer retention might not be the first thing that comes to mind when you think of contact centers, they have all the necessary tools to take a proactive approach to your customer retention and increase the total lifetime value of your customers. From customer onboarding to winning back lost customers, contact centers can provide your business with the human capital and infrastructure needed to implement an effective customer retention program and reduce your churn rate.
At ProximoCX, we curate custom retention programs to connect with customers throughout the customer lifecycle through several different channels.
Increased Opportunities For Sales
As previously discussed, the customers currently purchasing products and services from your company are some of your best resources. Chances are if a customer has already purchased from you once, they’re willing to purchase from you again—given they’ve had a positive customer experience, of course. If you partner with an outsourced call center for your customer experience, they’re going to have to be in the best position possible to discover and capitalize on up-selling and cross-selling opportunities based on customers’ experiences and previous interactions with the company. When you partner with a contact center that takes a holistic, multi-channel approach to the customer experience, product recommendations will come more naturally. When customers are in regular contact with your company, they will feel as if they are more than just a number to the agents they speak to.
You’ll Position Your Business For The Future
Happy customers turn into long-term customers, and long-term customers make up the bulk of your revenue. We all know how important our customers are to our business, and keeping them satisfied is key to keeping our businesses afloat. As millennials enter their prime spending, making changes to your CX approach is going to make a big difference in your business’s customer base.
For millennials, customer service and satisfaction are keys to keeping these demographics loyal to your brand. As their purchasing power continues to increase, and their annual spending climbs into the trillions of USD. According to Bank of America’s research primer on the youngest generation, it is estimated that Gen Z will overtake Millennials as the most powerful consumer cohort within the next decade with a combined global income of 33 trillion dollars. Like their millennial counterparts, the customer experience plays a big role in brand loyalty.
As consumers become more demanding of quality customer service, and eCommerce and marketing trends constantly put your competitors within view of your customer base, your brand needs to ramp up the number of contact points to increase the number of customer interactions and level of satisfaction. Outsourced call centers offer the necessary solutions to increase your customers’ level of satisfaction and drive brand loyalty.
It’s Time To Take Your Business To The Next Level
The previously discussed eight reasons your retail or eCommerce business needs to partner with an outsourced call center are just the tip of the iceberg. While some physical stores are beginning to recapture some of the foot traffic they enjoyed prior to the pandemic, eRetail is poised to become the dominant commercial channel. Having a partner who knows how to navigate these proverbial waters will prove immensely beneficial to your company in the long run.
Whether your business needs assistance decreasing its churn rate by deploying proven customer retention strategies or increasing customer satisfaction through superior customer service and reduced queue lines, ProximoCX is the outsourced call center for you. When we’re powering your customer support, data entry, content moderation, and/or lead generation, you gain access to in-depth insights on your current and future customers. We’re committed to providing you- and your customers- with the best experience on the market because at ProximoCX, your success is our success. Come discover how your business can benefit from ProximoCX’s nearshore solutions.