The contact center industry is likely one of the most versatile industries in the marketplace today. This one industry happens to serve a number of different industries enabling them to be more customer centric, cost effective, and productive in their respective markets. One such industry is the home Security Industry.
SECURITY AND THE CONTACT CENTER
The home security industry has been a growing industry over the past twenty-plus years. Initially, many security companies chose in-house agents to service their customers, however, as the number of customers began to grow, it became difficult to maintain customer satisfaction as well as control costs. These two factors became the primary reasons that the security industry began to outsource their customer service to third-party contact centers. Over time, those companies who did outsource found there were many advantages to doing so. Let’s take a look at just some of the ways that outsourcing can be very advantageous to the security industry.
PRIMARY ADVANTAGES
Cost Savings: As mentioned above, escalating costs were one of the primary reasons that many security companies began to outsource. An expanding customer base necessitated more agents however it quickly became clear that this was a costly need. Hiring and training agents requires enormous effort not to mention investing in telecommunications equipment to handle the call demand. Outsourcing to a third-party contact center provides significant savings because all of the staffing and equipment is already in place. All that is required is an on-boarding period designed to train the contact center agents on the specifics of the security company. This on-boarding period takes anywhere from 3-6 weeks.
Customer Satisfaction: Outsourcing to a contact center allows for a higher level of customer service and ultimately, a higher level customer satisfaction. A contact center offers a full staff of highly trained agents whose primary focus is to serve the customers. In addition, many contact center agents are trained to handle a number of tasks such as order taking, payments, trouble-shooting, market surveys, handling dispatch issues and systems moving just to name a few. When the customer can make one call and take care of a variety of issues with their service, this builds loyalty and customer retention for the security company.
Scalability: The contact center can very easily scale up or scale back the number of agents supporting the security company based on seasonal demands. Scalability in the contact center enhances both customer satisfaction as well as cost-effectiveness. When demand for more agents increases, the contact center can easily add more agents and get them up to speed quickly to support the customer needs providing a seamless customer experience. In addition, the increase in agents can be done at very little cost to the security company.
Security of Information: One of the primary reasons some companies are reluctant to outsource is due to security concerns regarding customer information. Of all industries, those in the security business are very sensitive to this issue. Today’s contact centers use encryption software to protect sensitive customer information, eliminating these security concerns.
ADVANTAGES WITH CENTRIS
At Centris, we have been providing customer support to the security industry for many years and we understand the complexities of working in this industry. We support our security clients with a broad range of functions such as payments, dispatch, systems moving, market surveys, trouble-shooting and monitoring of customer systems. However, in addition to all of these support functions, Centris agents also bring bilingual support to the security industry. Our near-shore contact centers are located in Mexico and are staffed with highly-trained, professional agents who are fluent in both English and Spanish. Many of our agents have spent several years in the United States making their English accent-neutral and eliminating communication difficulties that arise due to thick accents that the caller is unable to understand.
If you are looking for an outsource contact center to help support the growing needs of your security business, contact us; we can design a plan that will lower your costs, improve your customer satisfaction, and meet all the needs of your growing customer base.
