Fraser Tusler, Business Development Director, CRM Solutions at Arvato UK & Ireland, has been featured in Contact Centres tackling four commonly held myths about outsourcing and why a partnership approach can help brands deliver exceptional customer service.
More companies are working with third party providers to gain access to new technology and customer service expertise, and to establish innovative approaches to delivery.
Yet, despite this growth, some myths about outsourcing remain prevalent. In the article, Fraser addresses some of the most commonly-cited, including fears that outsourcing will be cost-prohibitive, can lead to brands losing touch with their customers and that a third party supplier cannot embody a brand’s identity.
Fraser said: “New technology and rising consumer expectations have made the challenge of delivering exceptional customer experiences more complicated. Businesses need detailed insight on their customers, access to the latest technology and highly-skilled staff to deliver the premium experiences consumers demand.”
“By engaging a customer service provider with a wealth of expertise and experience, organisations can access a cost-effective solution that will act as a natural extension to their team, while giving them more time to focus on other critical areas.”
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