How to Outsource Your Contact Center with GigCX
In short, the fastest ways to get started with GigCX is:
- Finding the right GigCX provider
- Document your agent training
- Establish the systems that a remote team will leverage
- Conduct a risk assessment on types of customer inquiries
What is GigCX Outsourcing?
Outsourcing is the practice of hiring an external organization or individual to perform a business function that is normally performed in-house. This can include a wide range of activities, such as customer service, IT support, accounting, and manufacturing. With outsourcing, companies reduce costs, increase efficiency, and access specialized expertise.
GigCX or Gig Customer Experience refers to a new model of customer service that leverages the gig economy to provide on-demand customer support. GigCX allows companies to outsource customer service to a global network of freelance professionals who are available to provide support on an as-needed basis. Compared to traditional contact center outsourcing, GigCX provides companies greater flexibility and scalability, allowing them to quickly scale up or down their customer service resources as needed.
In this blog post, we share practical tips and insights on the advantages of this approach for operations managers who are considering using GigCX for their contact center needs, as well as what is needed to fully maximize an on-demand workforce.
How GigCX transforms outsourcing for your business?
Traditional contact centers require a large and permanent staff, which can be costly and difficult to manage. In fact, according to a report by ContactBabel, staffing accounts for 70% of contact center costs. Additionally, there is the pesky problem of surges. Fluctuations in demand can lead to over- or under-staffing, resulting in poor customer experiences or wasted resources.
Enter GigCX. It allows operations managers to optimize their staffing levels to match demand without the costs and management headaches associated with permanent staff. GigCX also provides access to a wider pool of talent than they might be able to access with traditional staffing models. This leads to better customer experiences and higher satisfaction rates, as companies can more easily match the right professional to the right customer at the right time, all for the right cost.
How to Get Started with GigCX
Find the right GigCX provider
Research and evaluate different GigCX platforms to find the right fit for you. Consider platform features, pricing, and customer support.
Our Ultimate Guide to GigCX provides a comprehensive guide on how to implement GigCX along with other helpful tips. ShyftOff currently leads the field as a platform that’s not only highly favored by freelancers but also proven as a ringer for contact centers.
Document agent training
If you haven't already, document your agent training processes and materials. Some GigCX providers may offer training development as part of their service, but it's essential to have a clear understanding of your training requirements and expectations. Documenting your training materials will help ensure consistency and provide a basis for collaboration with the GigCX provider on training initiatives.
Establish your remote team systems
Establishing the systems a remote team will leverage is vital for seamless communication and efficient operations. Set up reliable communication channels, such as chat platforms or video conferencing tools, to facilitate collaboration and real-time interaction.
Implement project management tools to track tasks, deadlines, and progress. Additionally, provide secure access to relevant systems and data, ensuring remote team members can effectively perform their duties.
Conduct a risk assessment on customer inquiries
Conduct a risk assessment on the types of customer inquiries your business receives. Evaluate which inquiries are best handled in-house and which can be outsourced to the GigCX provider. Identify any sensitive or complex issues that may require the expertise and direct involvement of your in-house team. This assessment will help determine the appropriate allocation of responsibilities and ensure a seamless customer experience while mitigating potential risks.
Why Outsource with GigCX?
Enhanced Flexibility and Scalability
GigCX allows you to easily scale customer service resources up or down based on demand. The staffing nightmare that peak periods, unexpected surges in volume, or seasonal variations create can be a thing of the past. With CX pros on your team, you can sleep soundly.
With the freedom of partially or totally freelance staff, you can sleep soundly.
Access to Diverse Talent Pool
GigCX opens the doors to a diverse talent pool of customer service professionals. Companies select gig-based agents with specific expertise or language skills that align with your customer base. In addition, companies also benefit from a talent pool of experienced agents that work within different channels or even have specific credentials to work with specific customer issues.
Access to a wider talent pool enhances the quality of customer service too. Customer feedback trends are more positive with agents who match their cultural backgrounds. GigCX who have the ability to choose freelancers who possess the right skills, cultural understanding, and communication abilities to deliver exceptional support.
Cost-Effectiveness and Efficiency
Outsourcing with GigCX offers significant cost savings and operational efficiency. When you leverage gig-based agents, you can avoid the expenses associated with maintaining an in-house customer service team like recruitment, training, salaries, benefits, and infrastructure costs. Instead, pay for customer service support per-usage or per-project basis and optimize cost efficiency. Additionally, a GigCX platform like ShyftOff provides built-in tools and technologies that streamline workflows, automate processes, and track performance metrics, enhancing operational efficiency and overall productivity.
Improved Customer Experience
GigCX improves customer experience by allowing customers to hire proficient, specialized and eager agents who want to work with customers. As gig agents, they are incentivized to work when they want and are often times available at the hard-to-staff intervals most contact centers have challenges getting coverage for.
GigCX outsourcing offers numerous benefits for contact centers, including access to a diverse talent pool, cost-effectiveness, improved customer experience, and enhanced flexibility. By finding the right provider, documenting agent training, establishing remote team systems, and conducting a risk assessment, you can leverage GigCX to optimize your operations and stay ahead in customer service.
Start the journey to revolutionize your contact center. Reach out to the ShyftOff sales team today to schedule a demo.