Outsource Consultants' Blog

Customer loyalty is important for every company, and the best way to get customer loyalty is by providing excellent customer service. One way that contact centers can ensure quality customer service is by providing a good working environment for their employees. If the call center agent is happy, they’ll be more likely to deliver upbeat and patient customer service. In addition to a positive work environment, there are four things contact centers can focus on to build customer loyalty:

1. Soft Skills
2. Active Listening
3. Authenticity
4. Quality Assurance

The article “4 Ways Contact Center Agents can Build Customer Loyalty” by Jodi Beuder (Impact Learning Systems) discusses these focuses in more detail. To read the article, click the link below:

4 Ways Contact Center Agents can Build Customer Loyalty - Jodi Beuder

“Outsourcing eliminates jobs! Outsourcing leads to poor customer service!”

You’ve probably heard those opinions before, perhaps you have those opinions yourself. While it’s true that there have been misuses of outsourcing that have led to job cuts and poor customer service, outsourcing can greatly benefit a company if done correctly. Cost-saving is only one benefit of outsourcing, but it should not be the single reason your company uses it. There are three other benefits of outsourcing, such as the creation of more capacity, the allowance of focus on core capabilities and the generation of savings to re-invest in the company. The article “3 Benefits to Outsourcing, if Done Correctly” by Elliot Markowitz, contributing editor for The VAR Guy, discusses these benefits in more detail. To read the full article, click the link below:

3 Benefits to Outsourcing, if Done Correctly - Elliot Markowitz (The VAR Guy)

Knowing what your customers think is important for businesses, but not everybody is comfortable with asking their customers to provide feedback. While surveying customers is still a good approach to take, there are metrics that your company can track that will provide valuable information pertaining to customer satisfaction. 5 great metrics include: incident volume, first response time, resolution time, abandonment rates, and first contact resolution. The article “5 Customer Service Metrics Every Business Should Be Tracking” by Sreeram Sreenivasan (ChamberOfCommerce.com) discusses the benefits of tracking these metrics in more detail. To read this article, click the link below:

5 Customer Service Metrics Every Business Should Be Tracking

Did you know that there is a difference between customer success and customer support? There is! Customer success involves building relationships with your customers and helping them daily, while customer support involves resolving customers’ specific products and product issues. While customer success and customer support have similarities and must be utilized conjointly, it is important that your organization understands the differences between them. The article “Customer Success vs. Customer Support” by Teresa Becker (ClientSuccess) discusses this topic in more detail. To read this article, click the link below:

Customer Success vs. Customer Support – Teresa Becker