Competitive Advantage for Outsourced Call Centers

To acquire new business and retain the old, you have to deliver better customer service than your prospect can and do it for less than your competitors. Unfortunately, you’re an outsider trying to be an insider and running a good call center is expensive. Not to mention, with all the other outsourced call centers out there, you’ve got to deliver real, measurable value to your prospects while still making a profit.

inContact understands your challenges as an outsourcer like no one else. We know when it comes to differentiation, for you, it’s not just a matter of branding, but a matter of success or failure. We can help you add measurable value to your clients by enabling you to collect critical business intelligence that can increase your customers’ dependency on your services. Not only can we increase your competitive edge, but we can help you reduce operational expenses and cost per call and help you deliver a better, more profitable customer experience.

inContact’s outsource call center solutions give you the power to:

• Create a differentiated and profitable customer experience
• Dramatically reduce operational costs and improve efficiency
• Do business the way you want to: domestically, off-shore, at-home and more
• Become an extension of your customers’ business and offer them visibility into their customers’ satisfaction levels
• Manage your workforce more profitably
• Scale seats up and down on demand in response to market conditions or seasonal demands
• Find the right balance between cost, profitability and what will satisfy your customers most

Profit-Building Solutions for Your Industry

inContact offers a wide variety of outsource call centers service offerings, pre-packaged applications and technology solutions specifically designed with your industry challenges and key performance metrics in mind. Our solutions can automate, analyze and optimize virtually every key customer-focused process in your call center outsourcing organization. In addition to our solutions, we also have an experienced team of industry experts that can help you maximize the efficiency and profitability of your call center over its entire life-cycle.

Here are a few areas where we can help:

Customer Intelligence:

• Feedback
• Analytics

Agent Productivity:

• Agent Hiring
• Agent On-boarding
• Agent Ongoing Training
• Agent Scheduling
• Quality Management

Customer Contact:

• Inbound Contact Agent Handled
• Outbound Agent Campaign

Infrastructure:

• Customer Entry
• Agent Delivery
• Operations