Mastering Contact Centre Management: The Comprehensive Guide to Managed Services for Contact Centres

In the ever-evolving business landscape, contact centres have become the frontline of customer contact, handling customer queries, complaints, and providing support that shapes the customer’s perception of a business. That of course, affects your bottom line — a contact centre’s input into improving overall customer experience (CX) can increase revenue between 10 to 15%.

With that revenue on the line, managing a contact centre is no small feat. It involves juggling multiple tasks, from ensuring seamless communication to managing the workforce, maintaining high service quality, and keeping up with technological advancements.

To ensure the cogs of revenue run smoothly, forward-thinking organisations are relying on Managed Service to do the heavy lifting in their contact centres. So what exactly are Managed Services for contact centres, and how do they benefit the organisations that use them?

What are Managed Services for Contact Centres?

Managed services for contact centres are a comprehensive solution designed to essentially alleviate the burden of managing a contact centre. They involve outsourcing the management and operation of your contact centre to a third-party provider, such as Digital Island. This provider takes care of everything, from the technology infrastructure to the day-to-day operations, allowing you to focus on your core business functions, which after all, should be your priority.

The Benefits of Managed Services for Contact Centres

Managed Services for contact centres come with a huge range of benefits that can significantly enhance your business operations.

Alleviating Stress

Running a contact centre can be a stressful endeavour. This can put a significant amount of pressure on your team, leading to stress and burnout. However, with managed services, this stress can be significantly alleviated. By outsourcing the management and operation of your contact centre to a third-party provider, you’re essentially handing over these complex tasks to experts who are well-equipped to handle them.

Reducing Costs

Maintaining an in-house team to manage your contact centre can be costly. It involves not only salaries/wages and benefits but also the cost of ongoing training and development, not to mention the infrastructure costs associated with housing and equipping a team. With managed services, these costs can be significantly reduced. Instead of maintaining an in-house team, you pay a fixed monthly fee to your service provider who takes care of all aspects of managing your contact centre.

This not only reduces your operational costs but also makes your expenses more predictable, making budgeting easier. Furthermore, by reducing system downtime and improving efficiency, managed services can also help increase your revenue, leading to an improved bottom line.

Reducing System Downtime

System downtime can be a major setback for any business. It not only disrupts your operations but also leads to customer dissatisfaction. Managed services help reduce system downtime, ensuring your contact centre is always up and running. Just one hour of downtime in a 100-agent contact centre would cost around $2,500 in lost agent productivity alone. And that says nothing of any lost sales. Once that downtime begins to add up over the course of a year, your contact centre could be losing you money — the exact opposite of what a contact centre should do.

Improving Staff Satisfaction and Productivity

By eliminating technology issues, managed services can significantly improve staff satisfaction and productivity. Your team can focus on what they do best — providing excellent CX that improves your bottom line.

Increasing Customer Happiness and Loyalty

A well-managed contact centre can lead to more efficient service, resulting in increased levels of customer happiness and loyalty. Happy customers are more likely to stick around and recommend your business to others. 94% of customers say a positive customer service experience makes them more likely to purchase again, so it’s critical to get this right.

Access to Expert Guidance and Thought Leadership

Managed services providers are experts in their field. By partnering with them, you gain access to their wealth of knowledge and experience, which can be invaluable in guiding your business decisions.

Scalability and Flexibility

Managed services can effortlessly adapt to the ebb and flow of your business needs. Whether you’re experiencing a period of rapid growth and need to scale up your operations, or you’re going through a quieter period and need to scale down, managed services can adjust accordingly.

This flexibility is not just about handling the quantity of work; it’s also about the ability to adapt to different types of tasks and challenges that may arise. This dynamic adaptability can support business growth, accommodate seasonal fluctuations, and help your business swiftly adapt to changing market conditions, ensuring you’re always one step ahead.

Security

In today’s digital age, risk management is more important than ever. Managed services providers are experts in compliance and security standards, making them a vital teammate in helping businesses mitigate risks. They understand the complexities of data protection and regulatory compliance and have the knowledge and resources to implement robust security measures. By entrusting your contact centre operations to a managed services provider, you’re not just outsourcing tasks; you’re also enhancing your risk management strategy, reducing the potential for costly breaches and ensuring your business stays on the right side of regulations.

Technological Advancements

Keeping up with the latest technologies is a significant challenge for many businesses. However, managed services providers specialise in doing just that. Providers like Digital Island are constantly updating their knowledge and skills to ensure they can offer their clients the most up-to-date and effective solutions.

By partnering with a managed services provider, you can leverage their technical expertise to ensure your contact centre is always equipped with the latest technologies. This not only improves the efficiency of your operations but also enhances CX, giving you a competitive edge.

Business Continuity and Disaster Recovery

In the event of a disaster, whether it’s a natural disaster or a cyber attack, ensuring business continuity is crucial. To put emphasis on that point, FEMA states that about 25 percent of businesses do not reopen after disasters — so it’s not just about revenue, it’s about the life and death of your organisation.

Managed services can play a pivotal role in helping your business continue after a disaster by helping design and implement effective disaster recovery plans, ensuring minimal disruption to your operations in the event of a disaster. With a managed services provider at your side, you can have peace of mind knowing that your contact centre can quickly recover and resume operations, minimising downtime and loss of revenue.

Data-Driven Decision Making

In today’s data-driven world, having access to accurate and timely data is crucial for making informed business decisions. Many managed services providers like Digital Island offer comprehensive reporting and analytics as part of their service. This can provide businesses with valuable insights into their operations, customer behaviour, and market trends.

By leveraging these insights, businesses can make strategic decisions that drive growth, improve customer satisfaction, and enhance operational efficiency. With a managed services provider, you’re not just getting a service; you’re gaining a partner that provides you with the data and insights you need to steer your business towards success.

What The Managed Services Experience Looks Like

Digital Island offers a unique managed services experience that sets it apart from other providers — here’s what it looks like in the real world.

Supercharged Response Times

With Digital Island, you can enjoy supercharged response times. Whether you choose their Silver, Gold, or Platinum plans, you can expect quick and efficient service.

Priority Support

Digital Island offers priority support to all its Managed Services customers. You can report incidents or problems directly to their dedicated Managed Services service desk, ensuring you’re not stuck in a general queue.

Transparency and Reporting

Digital Island believes in keeping its customers in the know. They not only monitor the performance of your environment but also report on their response times to any support requests, outcomes, and updates on projects. This ensures you have 360-degree transparency at all times.

Fixed Monthly Fee

With Digital Island, you can make your accountant happy with a fixed monthly fee, making budgeting easier for you.

High Customer Satisfaction

Digital Island takes pride in its high customer satisfaction rate. Their enterprise customers rate them with a customer satisfaction of NPS +32, a testament to their commitment to providing excellent service.

Where to Next for Managed Services for Your Contact Centre

Managed services for contact centres offer a comprehensive solution for businesses looking to optimise their contact centres. They not only alleviate the stress and cost of managing a contact centre but also enhance staff satisfaction, reduce system downtime, and improve customer happiness and loyalty. With a provider like Digital Island, you can enjoy a unique managed services experience that includes supercharged response times, priority support, transparency, and competitive pricing.

So, if you’re looking to optimise your contact centre and improve your bottom line, managed services could be the solution you’re looking for. Why not see it in action? Contact Digital Island today to receive a free demo of our managed services. Experience firsthand how we can transform your contact centre operations and help drive your business success.

FAQs

What are managed services for contact centres?

Managed services for contact centres involve outsourcing the management and operation of your contact centre to a third-party provider. This provider takes care of everything, from the technology infrastructure to the day-to-day operations, allowing you to focus on your core business functions.

How can managed services improve my bottom line?

Managed services can improve your bottom line by reducing the cost of managing a contact centre, reducing system downtime, improving staff productivity, and enhancing customer satisfaction and loyalty.

What are the benefits of Digital Island’s managed services?

Digital Island’s managed services offer several benefits, including supercharged response times, priority support, transparency and reporting, fixed monthly fees, and high customer satisfaction.

How does Digital Island ensure high-quality service?

Digital Island ensures high-quality service by offering supercharged response times, priority support, and transparency in their operations. They also provide a dedicated Managed Services service desk for reporting incidents or problems, ensuring you’re not stuck in a general queue.

Can managed services be tailored to my specific needs?

Yes, managed services can be tailored to your specific needs. Digital Island, for example, offers Silver, Gold, and Platinum SLA options, allowing you to choose the level of service that best suits your needs.