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Using Remote Agent Call Centers to Scale During Busy Seasons

In a recent article, Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. Sometimes marketing departments will try to increase the number of calls to the company, which negatively affects the contact center if it’s not prepared or doesn’t have the scalability to meet the increased demand. 

Image depicting the internet and remote agent access.

Ziv’s article says that companies where contact centers and marketing teams don’t work together will have problems such as: wasted budget on call overload, contact centers not being able to keep up with providing real-time data, and lack of information and scripting given from marketers to contact center agents. In order to ensure marketing teams and contact centers work together and don’t step on each other’s toes, Ziv goes into detail on the following steps: 

1) Use artificial intelligence (AI) to accelerate the marketing feedback loop

2) Use contact center data to avoid marketing certain products and services to customers who already own them.

3) Ensure the contact center has enough staff to handle higher call volumes during heavy marketing campaigns that encourage customers to call the company.

To read about these in more detail, please click here.

Using Remote Agent Call Centers to Scale During Busy Seasons

One of the main takeaways we’re going to focus on in this blog post is the need for scalability. For example, if a marketing team plans to have campaigns on television or radio that encourage viewers and listeners to call into the company for a limited-time offer, they’ll need to ensure the company’s call center can handle a major spike in call volume. However, many companies may struggle to afford the amount of agents required to handle fluctuations and it might be difficult to scale as quickly as necessary for the given campaigns or seasons. This is where outsourcing with a call center with remote agents can help.

Call centers with remote agent capabilities typically leverage cloud call center software, which helps reduce the costs that comes with traditional call center agents and offer the scalability to quickly to meet any fluctuations in companies’ staffing and service level needs. These remote agent call centers have thousands of agents on staff that are college educated with extensive customer service and sales experience. These remote agents can easily meet clients' exact agent hiring profile because they have a large pool to draw from. These agents are trained with award-winning eLearning programs and receive certifications to guarantee a high-quality customer experience. In addition, remote agent call centers offer the following benefits: 

  • Compliance with PCI, HIPAA, and more.
  • High security measures with remote monitoring, multi-level authentication, regular agent system audits, and a variety of other methods to ensure companies and their customers are safe. 

This blog post is based on an article from CustomerThink. To read the original article, please click the following link:

Is Your Contact Center Eating Your Marketing Budget? (And How to Fix It) – Nathan Ziv


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