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4 Benefits of Contact Centers with Remote Agents

4 Benefits of Contact Centers with Remote AgentsDo lifelong customers exist anymore? Yes, but it takes a lot more work than it used to, especially with how easy it is to research competitive pricing for similar services and products.

In her recent article, Hannah Whittenly offers some advice on how to improve buyer conversion rates. This includes targeting specific demographics that you know will yield positive results and people who will like your content.

It also includes offering customers incentives to go with your company over a competitor and sending promotional offers. Ultimately, it comes down to making a connection with prospective customers and letting them know you’re not looking for just their money.


4 Benefits of Contact Centers with Remote Agents

In order to gain customer loyalty, you need to offer quality customer service. However, as companies grow it becomes difficult to keep up with their customers’ phone calls, emails, chats, and social media messages.

In situations like this, we’ve had clients who wanted to keep their in-house contact center agents but needed to outsource to complement the existing staff. There are traditional options, such as domestic, nearshore, and offshore contact centers, but there is also the option to partner with an outsourcing provider that utilizes remote agents.

The following are four benefits of working with a contact center with remote agents.

1) Nearly Unlimited Scalability

Since the agents aren’t onsite, the outsource call center doesn’t need to pay for the typical setup and accommodations that come with traditional agents. There are contact centers with hundreds, even thousands of remote agents on their payroll. This gives their clients the padding to scale up during hectic times and meet surging customer volumes.

2) Enhanced Service Quality and Technology Quality

Contact centers use secure cloud-based software for training, workforce management and workforce optimization, and CRM systems.

3) Highly-educated agents (Bachelors and Graduate degrees)

Contact centers employ college graduates for their remote agent positions. While a bachelor’s degree isn’t mandatory to provide quality customer service, it does provide some level of verification that the agent will be able to think critically and problem solve.

4) Fluent English and Multilingual service capabilities

Many of the remote agents live in the United States and are fluent in English and Spanish. This is a big advantage over offshore locations that offer English-speaking agents but still have cultural barriers. In addition, contact centers employee remote agents that speak languages beyond English and Spanish to help companies offer service to an extensive variety of customers.

This blog post is based on an article from CustomerThink. To read the article, please click here!

Need a remote agent contact center to connect with your customers? We can help!

Outsource Consultants are call center experts with over 25 years of outsourcing industry experience who have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading nearshore outsource call center vendors. If you’re considering nearshore call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.