It’s easy to count the advantages that come with outsourced omnichannel customer experience management; it has proven to be extremely beneficial for businesses of all sizes. However, there are factors companies do not know about that could have a huge effect on the process that you must take care of.
While businesses are choosing to outsource omnichannel support as a way to save costs and have specialized experts, delivering this service is far easier said than done, and companies are now learning the hidden challenges and how to overcome them for a better outcome.
We’ve gathered these challenges for you to check out and keep in mind while working with an omnichannel contact center service!
Table of Content
- Lack of Seamless Integration
- Loss of Personalization and Brand Voice
- Lack of Quality Control
- Work with FlairsTech
- Frequently Asked Questions
- Lack of Seamless Integration
An outsourced omnichannel customer experience management service is supposed to offer connected interactions across all channels. This is mainly integrated to offer a consistent and personalized experience on any channel customers choose, or even if they decide midway to pause the conversation and resume on a different platform.
However, sometimes, a lack of integration between the omnichannel contact center services provider and the company’s system happens, leading to fragmented communication and lack of ease, where agents cannot access the full customer history.
To help overcome this, it’s important to request that your omnichannel CX third-party vendor use platforms that integrate easily with your existing customer relationship management (CRM) and omnichannel systems.
- Loss of Personalization and Brand Voice
In order to offer exceptional customer experience, you have to maintain a consistent brand voice across all channels. An outsourced omnichannel customer experience management service can sometimes result in inconsistent brand voice because the omnichannel support solutions provider may not fully understand your culture, tone, and values.
If you do not give proper omnichannel outsourcing training, agents might end up giving off-brand responses that will ruin the brand voice and the personalization of the service, as customers will feel like they’re not being taken care of properly.
What you can do is invest time in training the outsourced agents on the technical process while dedicating enough time to the company’s core values and brand voice. Another important tip is to offer clear guidelines on how to respond to customers across different touchpoints.
- Lack of Quality Control
Outsourced omnichannel customer experience management usually means that you’ll have to let go of some control over the quality of service customers are receiving. This can be a little problematic if your omnichannel contact center service does not strictly follow your quality standards.
This can lead to several issues, including poor response times, unhelpful interactions, or inconsistent service levels. This kind of problem can result in customers not feeling supported enough; according to a study by PwC, 73% of consumers say that good customer experience is a key factor in their purchasing decision.
To avoid this problem while having an outsourced omnichannel customer experience management service, it’s important to set clear KPIs and SLAs (Service Level Agreements) where you define your expectations for all factors, including service quality, response time, and customer satisfaction.
Also, regular performance reviews, like regular audits and quality checks, will work to ensure that the provider is meeting agreed-upon standards. We also suggest you have a customer feedback loop, analyzing customer feedback on the omnichannel support solutions they receive.
Work with FlairsTech
Because many suffer to find reliable omnichannel outsourcing provider, FlairsTech is here to help. Our main aim is to offer the best outsourced omnichannel customer experience management service, which is proven in our 90%+ CSAT score, 30%+ FCR rate boost, and 30%+ quality score boost.
Our omnichannel CX service works on solving any issues and answering questions to keep customers satisfied across all channels, including chat, phone, and email. We do this while maintaining data security and quality standards, thanks to our ISO 27001 & 9001 certifications and our GDPR compliance.
If you’re interested and want to learn more about our omnichannel BPO service, contact us and one of our agents will reach out to you and help you decide the right service according to your preferences.
While outsourced omnichannel customer experience management can be beneficial, it’s important to be aware of the hidden challenges that can greatly affect business. This means that you must carefully plan and monitor strategic alignment with your company’s goals.
Frequently Asked Questions
- What is outsourced omnichannel customer experience management?
Outsourced omnichannel customer experience management refers to partnering with an external service provider to manage customer interactions across multiple communication channels, such as phone, email, chat, social media, and more.
- What are the benefits of outsourcing omnichannel customer experience management?
The main benefits include cost savings, access to specialized expertise, scalability, and improved efficiency.
- How can I integrate my existing systems with the outsourced provider’s platforms?
Integration can be achieved by selecting an outsourcing partner who uses technology compatible with your CRM and other internal systems. Work with your IT team to ensure data flow is seamless.
- How do I maintain quality control over outsourced customer service?
Establish clear Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with your outsourcing partner. Regularly review performance through audits, customer feedback, and quality assurance checks. This ensures that the outsourced team meets your standards and provides the best possible service.
- What role does customer feedback play in outsourced customer experience management?
Customer feedback is crucial to identify areas for improvement. By regularly collecting feedback through surveys, reviews, and other channels, you can adjust processes, train agents, and adjust the outsourced service to better meet customer expectations.
- Can outsourcing affect my customer retention rates?
Yes, outsourcing can impact customer retention, positively or negatively. If the outsourced service is seamless, efficient, and maintains high-quality standards, it can enhance customer satisfaction and loyalty. However, poor service quality or lack of personalization could lead to negative experiences, which may harm retention rates.
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