{"id":1755,"date":"2022-02-11T08:21:09","date_gmt":"2022-02-11T08:21:09","guid":{"rendered":"https:\/\/www.replicant.ai\/choosing-the-best-customer-service-outsourcing\/"},"modified":"2022-11-01T01:18:32","modified_gmt":"2022-11-01T01:18:32","slug":"choosing-the-best-customer-service-outsourcing","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/choosing-the-best-customer-service-outsourcing\/","title":{"rendered":"Choosing the Best Customer Service Outsourcing in 2022"},"content":{"rendered":"<h2>Choosing the Best Customer Service Outsourcing in 2022<\/h2>\n<p><span style=\"font-weight: 400;\">As businesses dive deeper into 2022, many may be re-evaluating call center operations and searching for <\/span><span style=\"font-weight: 400;\">customer service outsourcing<\/span><span style=\"font-weight: 400;\"> options. The tight labor market appears to be an ongoing problem with The Great Resignation showing no signs of slowing down.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Current solutions seem to be addressing only part of the problem while, at the same time, introducing additional challenges and higher costs into the equation. Organizations need to find a <\/span><span style=\"font-weight: 400;\">customer service<\/span><span style=\"font-weight: 400;\"> solution that can not only address current difficulties but be nimble enough to adjust to future unpredictable call center volumes.<\/span><\/p>\n<h2>What is customer service outsourcing?<\/h2>\n<p><a href=\"https:\/\/www.replicant.ai\/blog\/what-is-automated-customer-service-examples-and-how-to-adopt-it\/\"><span style=\"font-weight: 400;\">Customer service outsourcing<\/span><\/a><span style=\"font-weight: 400;\"> is the process of using a third-party provider or solution to manage all or some designated portion of the <\/span><span style=\"font-weight: 400;\">customer service<\/span><span style=\"font-weight: 400;\"> call volume. This often refers to handling overflow calls during peak periods and is frequently done by offshore providers to reduce costs.<\/span><\/p>\n<h2>What are some of the best remote call center solutions in 2022?<\/h2>\n<p><span style=\"font-weight: 400;\">Although self-service, business process outsourcing, and offshore providers are traditional methods of <\/span><span style=\"font-weight: 400;\">customer service<\/span><span style=\"font-weight: 400;\">, they are not ideal. <\/span><span style=\"font-weight: 400;\">Contact center automation<\/span><span style=\"font-weight: 400;\"> that uses conversational AI can fully resolves Tier One issues over any channel without human intervention, making it one of the most cost-effective <\/span><span style=\"font-weight: 400;\">call center solutions.<\/span><\/p>\n<h2>What are the shortfalls of current remote call center solutions?<\/h2>\n<p><span style=\"font-weight: 400;\">While seasonal hiring and business process operations solutions are conventional solutions, they don\u2019t always equate to lower handle and queue times or higher customer satisfaction scores. More often, they can result in cost overruns, wasted training efforts, and harm to a brand\u2019s promise.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Businesses may rely on past key performance indicators that no longer hold to forecast immediate or future hiring needs, making it difficult to match service levels to current requirements. That can mean paying agents to only be available. Sunk training costs can be high if call center representatives leave within a year or two.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Those companies that still use legacy solutions such as interactive voice response, self-service deflections, and agent assist solutions are well aware of customer dissatisfaction. Rigid menus, lengthy hold times, never-ending transfers, and recurrent requests for the same information lead to frustration.<\/span><\/p>\n<h2>Why conversational AI solves these existing problems<\/h2>\n<p><span style=\"font-weight: 400;\">Call center workforce management software<\/span><span style=\"font-weight: 400;\"> using conversational AI immediately addresses both short- and long-term issues. Pandemic-related staffing and volume challenges continue to be <\/span><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2020-03-24-gartner-says-customer-service-and-support-leaders-sho\" target=\"_blank\" rel=\"noopener \u201cnofollow\u201d\"><span style=\"font-weight: 400;\">unpredictable<\/span><\/a><span style=\"font-weight: 400;\">, but this is<\/span><span style=\"font-weight: 400;\"> why conversational AI<\/span><span style=\"font-weight: 400;\"> is so revolutionary\u2013 it can scale to virtually any level of demand, immediately easing call center stress. Hold times are eliminated and customer satisfaction is immediately improved.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Given that unpredictability is the only predictable scenario for the future, conversational AI solutions are the best safeguard against call center challenges of tomorrow.<\/span><\/p>\n<h2>A Better Customer Service Outsourcing Solution<\/h2>\n<p><span style=\"font-weight: 400;\">Learn more about our <\/span><a href=\"https:\/\/www.replicant.ai\/capabilities\/contact-center-automation\/\"><span style=\"font-weight: 400;\">customer service automation<\/span><\/a><span style=\"font-weight: 400;\">. We use the latest machine learning technology to build a conversational AI system that offers <\/span><span style=\"font-weight: 400;\">dialogue management<\/span><span style=\"font-weight: 400;\">, improves and learns over time, and offers analytics and data to help improve call center <\/span><span style=\"font-weight: 400;\">customer service<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><a href=\"https:\/\/www.replicant.ai\/resources\/guide\/the-great-resignation-why-your-contact-center-wont-survive-without-automation-2\/\"><img decoding=\"async\" class=\"alignnone size-large wp-image-7047\" src=\"https:\/\/www.replicant.ai\/wp-content\/uploads\/2022\/08\/TheGreatResignation_2501x469-1024x192.png\" alt=\"Our latest guide, \u201cThe Great Resignation: Why Your Contact Center Won\u2019t Survive without Automation,\u201d provides answers to some of today\u2019s most pressing challenges:\" width=\"1024\" height=\"192\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Choosing the Best Customer Service Outsourcing in 2022 As businesses dive deeper into 2022, many&#8230;<\/p>\n","protected":false},"author":10,"featured_media":1756,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.2 (Yoast SEO v21.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Choosing the Best Customer Service Outsourcing in 2022 | Replicant<\/title>\n<meta name=\"description\" content=\"Learn how to choose the best customer service outsourcing software for your business and the key features you should be looking for in a remote call center.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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