Contact Center Consulting: 5 Essential Questions to Consider

Author: Scott Casson
Latest posts by Author: Scott Casson (see all)

The contact center space continues to evolve rapidly, constantly introducing new tools and tech. As a result, many companies are turning to contact center consulting to keep up with the times and ensure they’re delivering a top-notch customer experience.  

How critical is a good customer experience to the success of your organization? 

According to one survey, over 50% of customers indicated they would switch to a competitor after ONE negative experience 

While organizations know delivering this experience is essential, making it happen can be challenging due to competing priorities, contracted budgets and reduced resources.   

That’s where contact center consulting comes in.  

"According to one survey, over 50% of customers indicated they would switch to a competitor after ONE negative experience."

What is Contact Center Consulting? 

An efficient and experienced contact center is crucial in nurturing customer relationships, offering support, and ensuring customer satisfaction.  

Contact center consulting is the practice of seeking expertise and guidance from seasoned professionals to improve overall performance and efficiency within your contact center. They can support the streamlining of processes and the implementation of strategies to increase customer and employee satisfaction. 

By working with a contact center consultant — an impartial third party — you can have someone assess your needs, guide your strategy, recommend solutions, and support implementation and beyond.  

Five Contact Center Consulting Questions to Consider 

When considering contact center consulting, you should address some essential questions before deciding.  

Here are five questions to get you going in the right direction.   

#1. What experience do they have with contact center consulting? 

When seeking candidates for contact center consulting roles, prioritize their experience and knowledge. You want someone who has been there, done that, and has the track record to show it.  

Whether optimizing inbound/outbound call management, email coordination, and live chat support or interpreting analytics and call routing, the ideal consultant understands the contact center’s goals and day-to-day requirements.  

Additionally, your ideal consultant will deeply understand the industries where your contact center operates. Whether it’s retail, healthcare, finance, or another sector, familiarity with industry-specific challenges and best practices is essential. 

#2. What platforms do they support? 

Contact centers rely heavily on various technologies for communication, customer relationship management (CRM), workforce management, and analytics. Look for consultants proficient with popular contact center software and tools, such as CRM platforms, IVR systems, call recording software, and more.  

Seasoned contact center consultants can work with you to complete a rapid assessment and later build a technology roadmap, outlining how your platforms are currently performing and what tools and tech may be beneficial to implement.  

#3. What certifications do they have in place? 

When assessing potential contact center consultants, consider your organization’s requirements and objectives to pinpoint the most applicable certifications. Look for consultants who showcase a blend of relevant certifications, hands-on experience, and a proven history of enhancing contact center effectiveness. 

Some specific certifications within the contact center industry, such as Certified Customer Experience Professional (CCXP) and Certified Contact Center Expert (CCCE), may benefit your organization.  

Other certifications that may be relevant to your contact center operations include: 

  • CRM Certifications 
  • Project Management Certifications 
  • Technology Vendor Certifications 
  • Data Analytics Certifications 
  • Industry-Specific Certifications. 
  • Vendor-Specific Training and Certifications 
 

#4. How can they specifically support — and enhance — your customer experience strategy? 

Working with a contact center consulting firm should be a mutually beneficial relationship. You want to work with a team that can steer the initiative and is savvy about driving customer experience strategy.  

Organizations look to contact center consulting for their expertise and objective perspective, so as you vet consultants, ask specific questions about your overall CX goals to help determine fit.  

Ask potential consultants:  

  • For examples of customized solutions and how they drove CX results with previous clients.   
  • How do they analyze and leverage data and metrics to drive performance? 
  • How do they work with clients to ensure the scalability and flexibility to meet contact center customer demands? 
  • What do they do to ensure continuous improvement in CX metrics?  
 

#5. Do they offer ongoing management after implementation?  

Having post-implementation support ensures a smooth transition after the changes have been made. Contact center consultants who offer ongoing support can address any issues that arise during the initial stages of implementation, minimizing disruptions to your operations. 

Even with the most careful planning, unforeseen issues can arise after implementation. Having access to post-implementation support means you have a resource to troubleshoot problems and resolve issues quickly, keeping downtime and potentially damaging customer impacts to a minimum.  

As time passes and your contact center needs evolve, ongoing support can help you adapt your strategies and technologies to align with changing business objectives and customer demands.  

Also, there may be opportunities to optimize further and fine-tune as you go. Your consultant can provide support by analyzing performance metrics, gathering feedback, and adjusting maximize efficiency and effectiveness. 

Get Support with Contact Center Consulting Today 

Investing in contact center consulting isn’t just about staying ahead of the curve — it’s about safeguarding the success and longevity of your organization in an increasingly competitive marketplace.

Achieving and maintaining a high level of customer experience excellence can be a daunting task. Still, with the proper support, your organization can continue building customer loyalty and exceed customer expectations.

Bridgepointe’s Customer Experience Services team offers deep industry experience, giving you a strategic approach to optimizing business outcomes while delivering a best-in-class CX. Our goal is to ensure every interaction with your company is positive and builds brand loyalty.  

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