A great product can only take you so far.
The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. They learn everything about your strategy, values, branding and business model. This allows them to prioritize efficiency and personalization in every interaction. This leads to more satisfied customers, and that’s a winning formula to improve your bottom line!
In this article, we will discuss the modern Contact Center as a Service (CCaaS) and highlight how outsourcing with a BPO company like TeleDirect ensures that your customers have a straightforward and positive experience with your brand. If you have additional questions about the TeleDirect contact center experience, call (800) 776-1081 to speak with our team.
What Is a Contact Center as a Service?
Sure, you have heard of a call center. It’s a central platform that receives and makes phone calls and other forms of communication for a company or service. However, what many people don’t realize is that call centers don’t only exist as an internal network.
Many successful companies choose to outsource a call center as a service. In these cases, everything related to customer support and communication is handled by a BPO contact center. This is sometimes referred to as a “cloud” contact center since everything happens remotely and it is accessible from anywhere. TeleDirect is among the best-regarded cloud contact center services in the United States.
Key Components of Contact Center Experience
Not all call centers are made alike. When investing in a BPO Contact Center as a Service, pay close attention to the services offered. Ideally, your contact center should provide services that solve issues and cases quickly and make your customers feel connected to your brand, like:
Live Agent Coverage
Sure, automated services have their place. But sometimes, all your customers need is to speak with a real person. A good contact center will be able to provide you with a fleet of live agents who know your business like the back of their hands. They will be fully trained in everything related to your business, from verbiage to operations, so they can easily answer any customer question or escalate the call to the appropriate channel. These agents can even tackle outreach and other outbound services.
24/7 Coverage
We live in a global society, and chances are, the sun never sets on your customer base. To ensure every question is answered and every need is met, look for a call center that offers after-hours and overflow coverage. With this service, your agents are available 24/7. This guarantees that your customers have their needs met, whether it’s a Monday morning, midnight on New Year’s Eve or any time in between.
Appointments & Reservations
Scheduling can be a nightmare, but with a good call center as a service, it’s a breeze. Companies like TeleDirect make it easy for your team to digitally organize your calendar and never miss a date. You can even ask your agents to call your clients and remind them about their upcoming appointments.
Callback Services
Your customers have lives. Rather than make them wait by the phone for ages, you can schedule a callback at their convenience once their case is resolved. This allows your customer to get on with their day and provides a lower-pressured environment for your team to resolve the case.
Tier 1 Tech Support
Be sure to invest in a call center service that prioritizes technical knowledge and expertise. In this day and age, a baseline knowledge of IT is integral to any good customer support team. That’s why TeleDirect ensures that our agents are fully trained in Tier 1 IT support. They can handle any basic technical issues and will escalate to further services when necessary.
Benefits of Call Center as a Service
Looking for benefits of a call center as a service? You don’t need to search far. By working with a comprehensive call center, you can expect:
Personalized Collaboration
Outsourcing doesn’t need to mean “hands off.” Contact center services like TeleDirect work directly with companies to create customized call centers that reflect your brand and vision. You can even create personalized scripts for agents to use during calls.
Real-Time Reporting
Metrics have never been more straightforward. Your call center service will capture comprehensive data from inbound calls so you can review and track your call center’s performance whenever necessary.
Agility & Scalability
Properly staffing a call center can be tricky, especially when business volume fluctuates. Outsourcing your call center makes this easy. Services like TeleDirect can scale according to current demand. During peak periods, we’ll make sure you have plenty of agents on the go. When things slow down, we can pull back until you need the entire fleet to return. Everything revolves around your current needs, so you always make the most of your investment.
Harness the Potential of Cloud Contact Center as a Service Now
Does a cloud contact center sound too good to be true? Amazingly, it’s not. These services really do exist, making it significantly easier to deliver a customer-forward support center that properly represents your brand. We can help you get there!
At TeleDirect, we have been in this industry for over 20 years — and we’re just getting started. We are proud to support all types of American industries and have an incredible staff of highly trained, multilingual agents ready to learn about your brand and take your calls. Contact our team today to discuss the specifics of your brand and call center needs. We can’t wait to learn about your business and help you deliver a stellar call center.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.
