Call center outsourcing has proven to be quite valuable for many businesses to streamline their practices and cut down on the labor costs associated with sustaining a customer service center in-house; companies can have access to customer-care professionals and let a third-party handle all related administrative aspects.
Outsourcing relieves both company managers and in-house staff from handling daily customer service calls and leaves them with more time to focus on other activities to generate income. This could have potentially a powerful impact on the business growth.
Today, call centers are globally in the front line for organizations big and small in enhancing the customer experience (engagement and satisfaction). Efficient call center services have become an invaluable part of a business offer to its clients. Today’s connected world has provided companies with more ways to reach out and provide better care. Although talking to a live agent may be sometime the best option for customers, thanks to technology breakthroughs and tools like interactive voice response (IVR) systems, there are other ways for businesses to meet their customers’ needs.
Overall, a call center can make a difference in customer satisfaction. Therefore, a business needs to invest in it in order to capitalize on improved customer relations. When outsourcing, it’s important to select a firm that not only will be able to handle professionally all customers’ interactions, but also will be able to fulfill the peculiar requirements and expectations of the company.
Expert Global Solutions (EGS) is the holding company for two renowned businesses in the global business process outsourcing (BPO) industry -- APAC and NCO. APAC is EGS brand in the Customer Relationship Management (CRM) BPO marketplace and considers all aspects of the customer experience. The contact center has outsourcing tools that can help businesses build relationships with their customers, while able to focus their time, attention and resources on core competencies.
APAC’s call center capabilities include optimizing the full lifecycle for financial services customers. Their goal is to provide expert customer care and services designed to promote and advocate the product offerings of their clients. APAC is also committed to providing employment opportunities; in fact, a call center in downtown Hamilton plans to hire 200 employees by the fall, as mentioned in a Hamilton Spectator post recently. This follows another call center hiring last December when the company chose to add 85 to the staff in its Hamilton office.
According to the post, APAC is “looking for staff with customer service, sales and computer skills” as the hired agents will be filling customer service and telesales positions that support major clients in the banking, insurance and energy industries. Ken Fraser, general manager of APAC Customer Services in Hamilton, said in a statement that the “positions will allow candidates the chance to build a great career as part of our team, as well as provide new and exciting opportunities to current employees."
Since Hamilton's unemployment rate has now raised to 6.4 percent, according to the latest job numbers from Statistics Canada, this is an apt opportunity for residents. Besides, as per the post, “the service sector is one of the fastest growing in the city.”