Uk Business Can Improve Customer Service Cost Effectively
In recent years many companies in the UK have outsourced their customer contact services to call centres overseas. This has mostly been to reduce overheads and to take advantage of lower staffing costs abroad. However, for many businesses, these off shoring experiments have been a bad experience, as they have seen a rise in complaints from customers relating to a lack of quality customer care.
Disillusioned with off shoring, a high number of companies are now bringing their call handling operations back to the UK, and many proudly announce this strategy as part of their marketing drive. However the original underlying reason for using call centres abroad has not gone away; there is still a need for businesses to keep their staff overheads low, yet the demand for quality call handling is higher than ever.
A solution to this problem can be found by creating a 'virtual' call centre which eliminates the need for bricks and mortar investment required to accommodate staff in an office. However simply giving your existing UK office-based staff a telephone and internet connection, then getting them to work from home efficiently, is not as easy as you might imagine. Indeed this has proved quite challenging for some companies and a logistical nightmare for others.
A cost effective alternative for UK businesses today can be found by outsourcing to a bespoke service such as Live Agent. With a mission to change the face of UK customer service for the better, this innovative solution could provide the answer many companies are looking for.
Live Agent's distributed method of call handling utilises a network of pre-selected home-based agents located throughout the UK; experienced customer service staff with a proven aptitude for working from home. Furthermore the system is supported by state-of-the-art call routing technology to ensure each customer enquiry is handled promptly and effectively by the best person available. A service such as this has none of the legacy issues associated with converting a call centre to home working; instead it offers a proven cost-effective alternative for quality customer contact services.
There are also ecological advantages associated with a virtual call centre. Without the need to heat and light under-used office space, a company can cut carbon emissions and fulfil part of its corporate social responsibility. As evidenced both in the US and UK, home working is becoming more popular as it not only helps individuals achieve a better work life balance but also eliminates the daily commute - an attractive proposition for many employees during these times of rising fuel costs.
From the many benefits associated with a virtual call centre solution, it would appear the world of customer contact is set to change for the better.
Further information about how a virtual call centre can help your business improve its customer service is available at www.live-agent.co.uk or call 01270 503090.
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