Need to Do More with Less? How to Save Money with Contact Center Outsourcing

If your customer service budget is expanding and you aren’t feeling the pressure to improve service levels… well, congratulations. You are in a very small minority of CX leaders.

But, if you find yourself with a mandate to do much more with much less, you need to be aware of the optional levers you can pull to achieve your goals. […]

A Canadian Crown corporation required a partner capable of handling high-volume, multi-channel customer support across various customer profiles - from general consumers to high-value commercial clients. This key partnership needed to not only deliver service but continuously elevate customer experience across voice, email and chat channels.

At the height of the COVID-19 pandemic, a provincial government entity urgently needed contact center support to handle a surge in citizen inquiries and vaccination appointment bookings. The challenge was major:

While customers demand more personalized and digitally enabled services, they also expect an outstanding human experience. And that means for brands to answer the call when all the tech can’t solve the problems […]