What to Consider When Looking for a Call-Center Partner

Providing stellar customer outreach and customer experience may seem like table stakes in today’s hyper-competitive marketplace. So why is it, then, that call-centers seem to have such a bad reputation? More importantly, why is it so hard to find a concierge/call-center service provider that won’t add to that stigma, and impact your brand and dealer reputation? 

Like many things, it all depends on not only where you look, but HOW you look. If you can change the way you’re thinking about your call-center, and change the way you work with them, it’s possible to generate different outcomes that provide additional value to your brand, and more importantly, to your customers.  

Here are 3 important considerations when implementing any call-center services or strategies. 

1. Stop looking for a call-center.  

With all the technology and different ways customers can reach you, and you can reach them, a traditional call-center just isn’t going to cut it. There are plenty of big box call-centers looking to simply check the boxes while their agents just smile and dial, and call it a day. Today’s customers don’t want that, and can see it coming a mile away. 

You need to be working with a multi-channel contact center. One that’s able to facilitate customer conversations on behalf of your brand or your dealers, in the right way, no matter the inquiry or the medium in which it came. You need a multi-channel contact center that can successfully handle inbound calls, outbound calls, online chat, email, SMS and text, and even act as your virtual BDC–and be able to do it when and as needed. In other words, is it scalable? Luckily, multi-channel often means multi-solution.  

Shift Digital offers an established multi-channel contact center solution, with experience in inbound and outbound calls, inbound text/SMS, online chats, VirtualBDC, and more. In many ways, we helped pioneer the multi-channel contact center model. 

2. How is this going to impact the customer experience? 

Just by taking number one above seriously, you’re well on your way to providing high-quality service. But there is more to it than that. And that’s really how well your provider can integrate with your current systems. That will give the contact center agents the necessary visibility needed to perform in the right way for any customer. For example, can they (or are they already?) fully integrated with your lead management system? Are you able to create a custom campaign to determine the right time to call the customer in coordination with the local dealers?

Basically, solutions that have greater integration orgreater level of visibility to your lead management system, as well as all of the different customer touch points, creates a better experience. One that is really high touch, really high end, and very authentic where it feels as if customers are actually talking to the dealer entity or someone who is part of your organization–and not a randomcall-center looking to move to the next name on the list. Incidentally, when concierge or contact center services are tied into your program initiatives (for unsold leads, heavy-ups, recalls, service requests, etc.) that enables closed loop reporting for further optimizations.  

All of our systems are created for easy integration. Mostly likely, you may already be using one of our programs or services somewhere along the sales chain. At any rate, all of Shift Digital’s contact capabilities can be utilized for lead management, chat reception, recall/service support, sales appointments, customer outreach, virtual service advisor programs and–in combination or in whole. And we know how to set them up for closed loop reporting.

3. Look for a multi-channel contact center that is focused on your vertical or industry.

This ties in well with number two above. When your contact center agents understand your specific industry, how to access and understand the content on the dealer websites, and other back end programs, the result is a seamless experience for everyone involved. It’s also a way to ensure you’re providing an experience that is on brand, on message, and in compliance with all of your brand needs–while minimizing redundancy and missteps.  

Adding to that, when you work with a contact center that specializes in working with businesses like yours, your customers will feel they’re talking to an agent that’s connected to your brand, and not someone at a third-party call-center.  

At Shift Digital, our multi-channel contact center solutions are staffed by direct employees with expertise in our customers’ fields. We can offer 24/7 coverage, dynamic scripting, and full compliance with TCPA.

For help creating a custom Contact Center program that aligns with the specific requirements of your brand, contact your dedicated Shift Digital representative.