10 Ways Outsourcing Your Technology Support Improves Revenues

Christine Antonelli
Apr 17, 2020 7:30:00 AM

Today’s retailers are under increasing pressure to deliver a superior customer experience in a demanding digital landscape. This challenge and a big picture answer were the focus of a recent Mckinsey & Company article describing the importance of embracing next generation operating models. This entails integrated and holistic processes, methodologies, and technologies to achieve a compound impact on the business.

Technology support center outsourcing can be the best way to achieve superior customer service while avoiding the high cost of an in-house service center.

This is type of multi-pronged approach is essential to creating an in-house support mechanism that actively increases efficiency and multi-channel fluidity. Technology support center outsourcing can be the best way to achieve superior customer service while avoiding the high cost of an in-house service center. However, not all support partners offer the same capabilities or processes to improve customer experience.

Here are 10 ways the right support center vendor can help retailers improve their business revenues with better customer experiences. 

1. Lower Long-Term Costs

Highly skilled technology support centers have proven processes garnered from a primary focus on support services. When coupled with their latest technologies, superior agent training, and recruitment, they can deliver methodologies, systems, and expert personnel that provide higher service levels while lowering costs for companies.

2. 24/7 Quality Support Access

Since their rigorous agent recruitment, training, and development are focused on 24/7 access, they can easily meet changing resource needs while still improving efficiency. This leads to slashed idle time and a lower cost-per-call rate.

3. Industry Expertise

The best outsourced support center providers are experts at delivering consistency by applying best practices that create a holistic approach to agent resources, customer service, support technology, and  staffing and training. This proven approach draws from deep industry expertise and real-world insights that shape practices and support professional performance for improved outcomes.

4. Scalability

Expert technology support providers have developed recruitment and training procedures that enable them to provide clients with a well-trained support workforce that can easily be scaled up or down depending on  fluctuating or seasonal needs. 

5. Core Competency Focus

Recruitment, training, infrastructure implementation, and operations management are all costly and difficult for companies without in-house expertise in running support centers. Top-tier technology support providers specialize in recruiting, training, staffing, and managing support centers as well as providing the advanced back-end systems required for optimal support center performance. This enables companies to focus on their core business competencies. 

6. Firm Understanding of Store Environments

Each retail environment develops its own ecosystem as a result of different technologies that become woven together over time. This can be a challenge for some vendors to support. The right technology support vendor will take the time  to unearth the intricacies of your technology environment and support it with advanced knowledge of how it works. The result of this intimate knowledge is a significantly faster resolution time. 

7. Reduce Wait Times

Outcomes-oriented support centers utilize expert workforce management practices, support center metrics, superior call routing tools, and a business model designed for constant expert agent recruitment and training. Consequently, wait times are reduced because support professionals can immediately respond to changing call volumes through increased efficiency.

8. Leverage Self-Service Solutions

Leading expert technology support providers utilize a combination of technology, analytics, and experience garnered from countless encounters across industries to develop a customized knowledge base for each client. Their proven processes and systems for FAQ development and expert agent empowerment are central to effective customer service practices that deliver first call resolution to reduce call volume.

9. Improving Wait Times and CX Through Technology

By using the latest tools and AI-infused technology to capture, analyze, route, and resolve customer needs through multi-channel customer engagement paths, outsourced support center providers can improve wait times even further.

10. Brand Image Preservation

The broad and deep experience across sectors as well as adaptability and flexibility of expert support center managers and professionals assures quick adaptation to different scenarios, so they come across as technology experts for each client’s store and customer encounters. Being able to respond quickly to technology issues means that each store can resume operations as normal and avoid the negative effects of bad technology support. 

While these are just some of the clear support center performance and cost benefits to support outsourcing, companies must choose the right partner based on their needs as well as the track record of the provider.

If you would like more information on how to choose the right technology support vendor, reach out to a Solugenix Support Specialist. We would be happy to answer any questions at 866-531-3920 or click here

About the Author - Chris Antonelli

Picture of Christine Antonelli

As Solugenix VP of Customer Experience and Support Services, Chris Antonelli manages the delivery of customer support services and customer experience initiatives for clients in the retail and financial services industries. Chris leverages two decades of experience in leadership roles where she has guided best-in-class customer support service solutions to global brands like McDonald’s, BMW, Citibank, Sonic Drive-In, and Jiffy Lube. As an Executive Council member for Ellevate Network, Chris is dedicated to the professional development of women in the workforce and ardent supporter of remote workforce development.

Connect with Chris Antonelli on: LinkedIn

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