The Advantages of a Boutique Contact Center: Breaking Things Down

The Advantages of a Boutique Contact Center: Breaking Things Down

Goodbay Technologies

In the modern digital world that we’re now living in, your major competitive advantage has less to do with your specific products and services and is more about the unique customer experience you offer – the kind that people simply won’t be able to find anywhere else.

Customer support plays a huge role in that, but this is also a major hurdle for smaller organizations in particular to overcome. With that in mind, there are a number of critical benefits that you’ll get by partnering with a boutique contact center that are absolutely worth taking a closer look at moving forward.

Ideation, or: The Art of Breaking New Ground

When you partner with an intelligent customer support outsourcing company like Goodbay Technologies or others for your boutique contact center needs, one of the major benefits you get almost immediately comes by way of exclusive attention from not only a dedicated ops team, but management as well.

Boutique contact centers, thanks to their size, are in a unique position to spend more time with you and your team on managing all of your support needs – from CRM implementation to engaging customers through all channels and absolutely everything in between.

These people are almost hyper specialized in your space, allowing representatives to “speak the same language” that you do, all in the name of better achieving your customer service innovation goals.

Likewise, the high level director at a boutique contact center has a vested interest in your success. They’re not a junior level account manager juggling too many things to give you the appropriate level of attention or care. You are their number one priority and your organization benefits because of it.

Consultative Advice You Won’t Get Anywhere Else

Along the same lines, a boutique contact center is in a better position to give you forward-thinking, expert advice on all of the factors that matter most to you. This includes but is not limited to things like your own unique CRM implementation and strategy, custom reporting and analytics, KPI and SLA improvement (which can generate better quality and faster responses) and more.

Boutique contact centers are also in an ideal position to help you experiment more fiercely than ever before. It’s easy to try new things to move the needle on your CSAT scores, for example, as well as other mission critical objectives like KPIs and profitability.

In the end, all of this blends together to form the most important benefit of all: you’re now in a better position to optimize staffing and coverage hours by way of a team of experts who are available 24 hours a day, seven days a week, 365 days a year.

It’s Not About Quantity, It’s About Value

One of the most important things to understand about all of this is that a boutique contact center focuses more on delivering the best support possible, which should always be your number one priority as a brand. This is in contrast to larger call centers, which focus first on being as cost effective as possible and everything else comes second.

Because of this, boutique contact centers are ideal for companies with a major emphasis on growth who are also looking to scale their five star customer experience. This is as opposed to long tail and legacy businesses who are instead looking to reduce their costs as their organization is maturing.

To put it another way, businesses who are willing to invest in the best customer experience possible would be hard-pressed to find an alternative as powerful and as innovative as this one.

The Advantages of a Director of Operations

Working with a boutique contact center also gives you access to a Director of Operations as your daily POC – and the importance of this literally cannot be overstated.

This is an individual who meaningfully understands not only your business, but your products and services. They get to know who you are and why you do what you do, putting you in a better position to implement all of your ideas regarding what a successful CS partnership actually looks like.

This ongoing collaboration takes many forms, like through the use of weekly business review calls and quality assurance collaboration calls.

But you also get access to ongoing advice on all the latest industry tips, tricks and best practices – not in a general way, but with regards to the ones that best suit your unique business needs as you strive to improve your overall customer experience as powerfully as possible.

The Right Team For the Right Job

The other major benefit that you get by partnering with a boutique contact center comes by way of a dedicated team of non-billable support staff, all working hard to enable the best overall customer experience possible.

Simply put, you won’t have to worry about whether these people truly care about the long-term success of your brand. You’ll know, beyond the shadow of a doubt, and the peace-of-mind that comes with that alone is often worth the investment for most people.
At a support outsourcing company like Goodbay, for example, we always staff extra agents on a team to allow for on-demand overtime requests, to deal with unexpected spikes in calls/emails and anything else that life happens to throw at you. You once again get a dedicated trainer who makes an effort to learn your products and tools and who is intimately aware of your customer base’s personalities. You also get dedicated Quality Analysts who are focused on improving each call and not just following a rigid process, and team leaders who work closely with your own in-house people on day-to-day issues like queue balancing, negative feedback, support hours, personalizing responses and more.

All of this blends together to form a unique cultural alignment of the call center’s staff to your organization. The boutique call center can replicate your unique company culture to a T, custom tailoring support via dedicated agents who are passionate product experts and brand ambassadors.

Overall, you’re not talking about a traditional vendor relationship. You’re getting a true partner in every sense of the term.

This results in clearer communications, as a boutique solution is in an ideal position to spend more time to find the right people who are the best fit for your support. You still have the ability to interview agents just like you would in-house, so there are no surprises under a dedicated agent model. You get to build relationships with your agents just like they were working in your office.

Plus, with Agent Certification Programs like the kind offered by a customer support outsourcing company like Goodbay, you get custom tailored training solutions that bring agents up to speed on your way of delivering support, the voice of your brand and company and more.

Your customers feel like they’re engaging with your team and NOT a third party, and you get to deliver the best experience possible to those same people. It’s truly a situation where absolutely everybody wins.

Contact Goodbay Technologies Today

If you’d like to find out more information about the major benefits you’ll only receive by working with an intelligent customer support outsourcing company, or if you just have additional questions that you’d like to discuss with someone in a bit more detail, please don’t delay – contact Goodbay Technologies today.