What are Contact Centre Services?

Modern contact centre service now includes an overarching level of service that no longer consists of answering phone calls.

‍

Modern contact solution services generally encompass:

‍

Inbound Services:

• Resolving customer inquiries and troubleshooting
• Processing orders and sales support
• Technical and product guidance

‍

Outbound Services:

• Lead generation and qualification
• Telemarketing campaigns
• Consumer feedback and survey collectors

‍

Omnichannel Support:

• Effortlessly manage phone, email, live chat, and social media
• Consistent brand experience across all touchpoints
• Capable of switching channels in real-time

‍

Specialised Service:

• Technical support for complex products
• Customer retention and loyalty tickets
• Upselling and cross-selling activities

‍Real-World Application: Picture an e-commerce retailer experiencing its busiest time of the year during the holidays. Don't lose customers due to long hold times or unanswered emails! An outsourced inbound call centre can manage every call and customer touchpoint efficiently and responsively.

Why Smart Businesses Choose Outsourced Contact Centres

A Deloitte report published recently discovered that 65% of businesses outsource customer support operations in order to enhance cost efficiency, and 53% do it to allow internal resources to focus on core business activities. So the move towards outsourcing is not merely a trend, but a compelling business choice with some strong statistics behind it.

‍

But the advantages go well beyond mere cost-cutting:

‍

Financial Advantages

• Reduced Expenses: Steer clear of the costly process of hiring, training, and retaining internal staffing. Outsourcing to a contact centre provides a fixed expense along with the scale benefits that are not possible for individual companies.

‍

Operational Excellence

• Support Around the Clock: Consumers wish to have support around the clock. Outsourcing a contact centre provides uninterrupted service across time zones without the hassle of coordinating multiple shifts internally.

• Access to Expert Knowledge: Experienced call centre solution providers offer decades of specialised knowledge, advanced technology, and proven methods that will inevitably result in better service.

‍

Strategic Agility

• Easy to Scale: Launching a new product, going up during seasonal peaks, or dealing with unexpected growth - with outsourcing, the scale-up is immediate, bypassing the delays and costs of recruitment.

• Focus on Core Business: The experience can allow your internal team to focus on innovation, product development, and strategic growth initiatives that affect your bottom line.

By independently aligning with a well-experienced outsourced contact centre service, companies create a differentiating factor in the market while achieving customer satisfaction and operational performance.

How Contact Centre Solutions Work As Your Extended Team

When you partner with a contact centre solution provider, you're essentially acquiring an extension of your business. Here’s a quick overview of how the process typically unfolds: 

Phase 1: Strategic Assessment 

The provider will perform a thorough analysis of your business model, industry needs, customer demographics, and pain points currently experienced. 

Phase 2: Custom Solution Design 

A tailored plan is produced, which covers communications channels, conversational scripts, workflow, and escalation process specific to your brand.

Phase 3: Team Training 

The trained agents work together as a dedicated team and become true ambassadors of your brand with knowledge of your products, brand values, and expectations of your customers. 

Phase 4: Integration 

The outsourced process integrates with your existing CRM, ticketing system, and any other business tools, which ensures continuity of data and ongoing operations. 

Example: 

A UK-based healthcare provider specialising in affordable private medical certifications needed a dependable partner to handle appointment scheduling, GP liaison, and documentation. 

By outsourcing their administrative task management and end-to-end customer support to Beyond Just Service, they cut booking failures, digitised processes, and accelerated customer acquisition by 60%. Today, they serve more councils with greater efficiency and reduced handling times.

Benefits of an Outsourced Inbound Call Centre

Focusing on inbound services alone can deliver measurable results. An outsourced inbound call centre can:

• Reduce wait times and abandoned calls.
  
  
• Improve first-call resolution rates.
  
  
• Increase customer loyalty with personalised support.
  
  
• Provide multi-language assistance for international clients.

According to SQM Group, 93% of customers consider resolving issues on the first call the most important factor in customer service satisfaction. Outsourcing ensures businesses have the bandwidth to meet this demand.

Real-World Examples of Contact Centre Outsourcing

To illustrate the tangible advantages of contact centre outsourcing, let's explore a few real-world scenarios across diverse industries, all powered by the expertise of the Beyond Just Service team:

• Fleet Management Support Scaling: A fleet management firm expanded a small back-office project into 24/7 multi-channel support, increasing team capacity by 500%, ensuring round-the-clock coverage, and streamlining operations.
  
  
• Retail & eCommerce: A home furniture retailer implemented multi-channel support, personalised responses, and proactive issue resolution, fully transforming customer service and boosting long-term loyalty.
  
  
• Healthcare: A UK healthcare provider outsourced appointment scheduling, GP liaison, and documentation, reducing booking failures, digitising processes, and boosting customer acquisition by 60%.
  
  
• Online Retail Customer Experience: A leading online bed and mattress retailer improved back-office, helpdesk, and retention processes, raising customer retention by 80%, operational efficiency by 35%, and Trustpilot ratings from 2.8 to 4.3.

Read all our Case Studies, here- Proven Success Stories & Case Studies | Beyond Just Service

These examples demonstrate how various businesses have successfully leveraged contact centre outsourcing to achieve significant improvements in efficiency, cost-effectiveness, and customer satisfaction, thanks to the dedicated services provided by our team at Beyond Just Service.

‍

Selecting the Ideal Call Centre Solution Provider

All outsourcing vendors are not created equal. In choosing the call centre solution provider, look for the following factors:

1. Industry Experience – Those with experience in your industry have a better understanding of customer expectations.
2. Technology Integration – Make sure they integrate with your current systems, such as CRMs, ticketing platforms, or AI chatbots.
3. Scalability & Flexibility – Are they capable of accommodating seasonal spikes or unplanned surges?
4. Quality Control – Review their training, compliance levels, and monitoring practices.
5. Cultural Fit – Agents must mirror your brand's personality and values.

Myths About Outsourced Contact Centres

Myth 1: "It's Only About Cost Reduction"

Reality: Cost reduction is important, but today's contact centre outsourcing is mainly about service enhancement, access to expert skills, and scalability of operations.

Myth 2: "Outsourced Agents Won't Understand Our Customers"

Reality: Professional providers make significant investments in training programs to ensure agents become true extensions of your team, frequently providing more reliable service than overworked internal staff.

Myth 3: "We'll Lose Operational Control"

Reality: Quality providers provide thorough dashboards, real-time reports, and thorough KPIs that tend to offer more visibility than standard in-house operations.