3 Signs It’s Time to Switch to a New Call Center Provider

call center employee helping a client switch to a new provider

If your current call center provider struggles to keep up with your expectations and goals, how can you expect your customers to be satisfied? To get the value you need and the results you want, it’s worth exploring alternatives.

Brand reputation is a driving force behind business growth. One of the best ways to enhance your company’s image is by offering outstanding customer service. Oftentimes, this goal starts with your contact center. If you’re ready to take your customer experience to the next level, here are three signs that it’s time to switch providers.

1. Demand for New Technology

Technology and data are two of the most important aspects of inbound and outbound call centers. Effective call routing systems reduce hold times and direct customers to the correct department efficiently. First-call resolution is a chief quality indicator, and repeating information multiple times is one of people’s least favorite things about customer service hotlines.

Up-to-date software allows your call center to integrate fully with your company’s CRM platform, which saves time, maximizes existing data and expands your customer database for future marketing opportunities. Finally, technology is essential for generating reports that assess the performance of your call center representatives and sales strategies.

2. Enhanced Customer Experience

Building on the concept of analytics, it’s essential for your contact center to meet service-level agreements and key performance indicators. Without adequate reporting systems, you can’t be sure whether your provider is meeting these goals or delivering the value you expect.

If your contact center isn’t reaching your targets, you should be the first one to know before you hear it from a client. Keep in mind that the majority of customers don’t complain; they just take their business elsewhere. According to The Customer Experience Tipping Point study conducted by Ipsos and Medallia, 64 percent of respondents have avoided a company in the past year due to a negative experience. That’s data you cannot afford to ignore.

3. Increased Value and Flexibility

Whether you’re interested in outbound telemarketing or inbound customer support, your contact center should meet your customers’ needs and fit your budget. All companies are cost-sensitive — that’s part of running a business. When assessing the value your contact center provides, it’s essential to strike a comfortable balance between cost and quality.

It’s possible to reduce hold times and enhance the customer experience without overpaying or investing in a larger workforce than you need. Demand isn’t static. It fluctuates seasonally and at different points in a company’s life cycle. Your call center should be prepared to accommodate fluctuating call volumes as your business grows.

Taking the Next Step

If you’re thinking about switching providers, call 866-775-4755 to speak with a marketing expert, or use our online form to request a quote. Ameridial has more than 30 years of experience and a 100 percent onshore staff to help you achieve your business goals.