Sometimes a company doesn’t have the staff or resources to properly manage all necessary departments so they look for help. Other times a company is looking to improve results and they turn to a company with a proven track record of success to take over elements of their business. When a company hires an outside company to handle certain parts of the business, it is called Business Process Outsourcing or BPO. Two significant areas of business that can be outsourced effectively are the contact center and related back-office services.
So maybe you’ve decided to look into a third-party BPO to help your business, but you are not sure how they could help or even where to start? When choosing a contact center partner, It is important to look to a company with the infrastructure to handle your needs. Here are 5 reasons to outsource your contact center services to Centris along with additional back-office processes to make your life even easier.
1. Quality Assurance
Quality Assurance allows you to gain actionable intelligence from customer interactions. Customer satisfaction, loyalty, and compliance verification are three of the most critical aspects of any business operation. That’s why Centris offers a robust quality assurance program that reveals insights from up to 100% of your customer interactions. We leverage AI and machine learning to capture and transcribe every interaction between your customer and your contact center agent, across all channels. This data allows us to fine-tune our procedures to best meet your goals.
2. Low Operations Costs
With our nearshore business model, Centris provides up to a 70% savings over U.S.-based call centers, all while improving quality.
3. Customer Understanding
As a near-shore BPO, Centris provides accent-neutral bilingual support. Our agents are fluent in both Spanish and English and provide clear communication in both languages. Our agents also possess a deep understanding of American culture. 70% of our agents have lived in the U.S. and bring a strong understanding of the culture including slang and other cultural references.
4. Data Security
We understand the importance of safeguarding personal health and financial information. Centris has worked hard to earn PCI and HIPAA compliance, which means we have security measures in place to ensure the protection of sensitive data. Centris uses data encryption, specially trained agents, and rigorous procedures that regulate how we intake, transfer or dispose of information.
5. Leveraging technology
We help our partners increase customer retention, sales, and increase market share. In achieving these goals, Centris sees the value in communicating with customers where they are. This may be via email, phone support, the increasingly popular Live Chat website integration, and engaging on social media platforms. We successfully leverage several technologies to manage communications with your customers.
In addition to customer support, Centris offers the following back-office services:
- Claims Processing
- Web Design
- Data Entry
- Data Management
- Appointment Reminders
- Payment processing
We can customize assistance based on your needs. Let us take care of your valuable customers at up to 50%-70% less than our US-based competition. Looking for a partner for your call/contact/support center services? Do you have additional questions about our services? Contact us, we’d love to help.
