Benefits of Using a Partner Contact Center

By using a partner contact center you can help to improve your internal and external business communications, without having to bring on additional staff, or have to implement extensive physical communication infrastructure.

A lot of business owners are turning to call center partners to help handle overflow calls, or even outsource inbound and outbound customer communication altogether.

Learn what a partner contact center is, how using one can benefit your organization, as well as the requirements you’ll want to look for when choosing a contact center partner to work with your business.

What is a Partner Contact Center?

A partner contact center is a third-party contact center that operates on behalf of your business. Instead of having to bring on your own call center staff, or invest in expensive hardware and lengthly agent training, you can hire a third-party provider.

Contact centers are equipped with the necessary communication technology to effectively serve your clients and customers. Depending on the provider you choose their agents will be able to handle inbound or outbound calls or even both.

A partner contact center can also be equipped with contact center software that will allow you to effectively manage agents and monitor communication as if they were your own staff.

Benefits of Using a Partner Call Contact Center

By using a partner contact center you'll improve your companies ability to meet your existing customer service demand, all while elevating the level of service you can provide. Here are the most common benefits your organization will receive when using a partner contact center:

Improved ability to Meet Customer Demand: If you have a growing customer calling demand you’ll want to meet your customer needs as quickly and effectively as possible. This means that you may not have time to improve your customer service department in-house. By using a partner contact center provider you can quickly scale your customer service demands while keeping the level of service high.

Receive a Fast ROI: Virtual contact centers typically offer your business a very speedy ROI. Instead of having to create an in-house contact center, and hire and train additional employees, you can rely on the skills and infrastructure of a third-party. This alone will help to cut up-front costs. By improving your quality of customer service you’ll ensure that your customers stay with you over the long-term, leading to a reduced churn rate and a higher customer lifetime value, which will contribute to increased revenue for your business.

Elevated Customer Service Quality: By ensuring you always have the right number of trained agents to meet call demand you'll be able to quickly respond to all of your customer requests. This will minimize the number of callers who hang up before they even speak with an agent, or those who have to go through multiple calls to just to have their issue resolved.

How to Choose the Right Partner Contact Center?

Before you choose the right partner contact center you’ll want to take stock of your own business needs and compare these with the services the contact center offers. Here are some common considerations you’ll want to evaluate when comparing providers:

  • Can the vendor handle both inbound and outbound calls?
  • How effectively can they scale to meet any growing calling needs?
  • Does the vendor have a long track record of high customer service?
  • Are features like call center monitoring included?
  • How about contact center data and analytics?

Overall, the provider you choose will depend upon your business needs. Some businesses will simply require a partner contact center to help handle the increased call volume during peak seasons. While others will want a vendor that can work with them full-time, becoming a tangible full-time asset to your business.

Integrating Partner Contact Center Software into your Workflow

If you’d like your contact center to become a long-term provider you’ll want to ensure they’re using contact center software that can integrate into your existing workflow.

The most common form of this is using a virtual contact center. This makes it seem as if your call center is operating in-house. You’ll be able to monitor your outsourced team as if they were working an office over from you. You’ll have access to regular data and analytics to help improve the effectiveness of your call center, and you’ll have features like call center monitoring, which will allow your managers to drop in and improve regular calls.

The right contact center software will provide you with a usable dashboard to easily monitor your call center staff. The right virtual call center provider should actively improve communication with your customers.

By using a partner contact center you can improve your organization’s ability to handle customer service requests. By choosing the right call center provider they’ll support your business, and improve communication standards while increasing revenue throughout.

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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