3rd Party Remote Call Monitoring Feature

Price – it’s something that can drive many a purchasing decision, but does it leave you in the best position when you’re done? In our home, my husband is greatly driven by price first, where I like to look at all of the variables and then decide what price I believe will bring the best value. These differences have led to more than a few arguments over the years and could be a marketers worst nightmare.

In business, the reality is that the budget can only go so far. You do have to look at price pretty heavily before making a purchase decision. But standing alone, pricing is not really a good indication of whether or not you can afford to select a service or a product. Plus, if the pricing is perceived to be too high at the onset, you may miss out on key opportunities for other benefits simply because you considered only one variable.

A recent Business2Community piece explored this topic, suggesting that contact center pricing should never be the first consideration when searching for a new provider. If you’re not sure why, consider your 3^rd party remote call monitoring partner. What are you monitoring for when calls are recorded? If you’re monitoring for quality, what are you listening for – the script? The way the agent interacts with your customer? The right use of language?

Chances are you’re also looking for interactions that also support your brand. When interactions fall short of your expectations, you run the risk of the agent hurting your brand. That interaction can lead to customer churn, which then costs you money. The use of 3^rd party remote call monitoring should then identify the “right” approach to calling so you can incorporate quality examples into your training. But if you selected your contact center partner based on price only, is improvement possible?

Whether it is or not, you’ve entered into a situation where the cost of the contact center partner is actually higher than the competition that seemed more expensive in the evaluation stage. You passed on the opportunity to partner with the upper tier provider and therefore you lost the opportunity to work with a provider that could protect your brand and therefore your customer base. That doesn’t even take into consideration the potential for the harmed experience if the provider isn’t competent enough in your industry to speak the language.

The bottom line is really all about the cost of the relationship overall. Yes, you have to consider price, but you have to balance value. If you’re getting the bare bones in your contact center partner, it’s going to come out in the way you manage your customer base. Make sure the final decision matches your customer service strategy.