Contact centers have usually been seen as cost centers. Of course, providing customer service and support is unavoidable. For decades, the goal has been to keep the costs of doing it as low as possible while attempting (often ineffectively) to provide a positive experience for all.

Many executives have looked for ways to reduce the cost of their customer service centers by offshoring and using modern technology like web self-service, chat software, bots, and artificial intelligence to cut costs, replace human interactions, and reduce headcount and overhead costs.

The Value Center Approach

However, this mindset is shifting among cutting-edge organizations and new technology implementation. The value-center approach recognizes the importance of the contact center in generating revenue for the company. When agents are trained and capable of providing excellent customer service and recommending products and services, companies can see increased customer satisfaction, retention, and loyalty resulting in more sales and revenue.

Consider this: whenever a customer calls your contact center with a question or a problem, you have a golden opportunity to generate new business. A customer who contacts your company, because they need support for an older model product, may be open to upgrading if you offer a discount or an extended warranty on the new device.

Similarly, a buyer who has yet to receive their order may be receptive to an offer for a replacement that includes add-ons or components they did not purchase the first time, especially if offered a bundled deal to compensate for their wait.

Additionally, when your call center agents can empathize with customers and understand their emotions, they can module their tone, look for alternative solutions for their specific needs and convert a bad customer experience into a loyal customer that will continue purchasing from your company and possibly recommending it to their friends.

Align your Goals and KPIs with the Value Center Approach

Your contact center is an essential pillar of your business, and you need to make it part of your business strategy as it is. You should change goals, objectives, and KPIs to align them with the approach of a Value Center. You need to keep concepts such as Customer Experience and Agent Empowerment and Experience as well, at the top of your agenda and prioritize metrics that demonstrate the value of the contact center, such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Net Promoter Score (NPS).

Integrate your Teams with a CRM

Your contact center must be integrated with your CRM system. That data contains a wealth of information about your customers, ranging from their history with the company to their preferences and purchasing habits. Agents can personalize customer interactions and increase revenue by using that information to make suggestions.

Simultaneously, Sales and Marketing personnel will learn about their valued customers' contact center experiences, including complaints, recommendations, and personal information, which can provide valuable insights into Sales & Marketing strategies.

Shifting Offshore for Nearshore

Outsourcing your contact center while seeing it as a Cost Center can compromise your customer experience. With this approach, offshore became a very attractive location for customer service because the need to reduce the contact center cost was a priority for most businesses.

But now, many competitive companies are changing their perspective to a Value Center, and their needs have also changed. Outsourcing will continue to be an excellent solution option, but when it adds value to your customer service.

For example, A Nearshore call center service can help increase the value of your call center by providing bilingual agents that are also culturally aligned with U.S. customers. They can communicate accurately and as intended, thus ensuring customer satisfaction. And Nearshore can also be a solution to reach the expected service levels by adding a workforce to your center.

Our Solution

Call Center Services International knows the importance of your contact center as a value center and is continuously accelerating business growth by providing labor cost advantages, increased recruitment scalability, bilingual capabilities, and a dedicated workforce that is culturally and time zone aligned to the U.S.

Our Contact Center Solutions will allow you to establish a value center with minimal risk and expense while maintaining operational control of agents, processes, IT systems, and performance objectives, enabling the Mexico Center to become an extension of your existing operation.