I’ve written in the past about the opportunity for smaller organizations, or those with smaller projects, to benefit from outsourcing their customer service processes. It’s getting more and more complex to manage this in-house in a way that satisfies more demanding customers, but it can be difficult to get the large customer experience companies to return your calls – that’s where Auxillium is focused.
Some of my friends in the industry ask about the complexity of work we manage for our clients. The assumption is that if the contracts are small in terms of headcount, then they must also be really basic projects. This couldn’t be further from the truth.
Some of our existing contracts are great examples of innovative and complex solutions, even though they don’t involve an enormous contact center. We work with an east-coast energy company managing their repair processes. If a truck runs into a pole and takes out a power line, then our team coordinates the response with the team out in the field. It’s a complex 24/7 operation that involves managing logistics, resources and engaging with the public.
We have healthcare projects that involve calling medical professionals, members of the public, and managing medical records for both Medicare and healthcare providers. Our security and data protection processes are world-class even if the projects are relatively small.
In fact, even though we generally work with smaller projects we have a full range of services for executives who need to plan how to serve their customers and we operate using strict security protocols.
We can also work with customers in almost any language. Most companies in the US only ever need English or Spanish for their customer service team, but we can offer almost any alternative through our partnership with LanguageLine.
Innovation is another example of projects with deep complexity. We are often asked by much larger companies to run small experiments on their customer service processes. Often, they may have a CX partner already, but they want to try out some sandbox experiments that don’t affect their existing processes.
This is where customer service outsourcing can really become an important part of a strategy that focuses on the future. If you manage your customer service in-house then you are generally focused on keeping the lights on, just ensuring that the customers are satisfied today. If you work with a CX specialist then you have a partner with a vision of the future. Your CX partner can advise on what you might need to improve and can also run innovative experiments.
As I mentioned, Auxillium may specialize in helping smaller companies, or companies with smaller projects to manage their customer service requirements, but that doesn’t mean we need to reduce our vision of what is possible. It’s clear to me that some smaller customer service processes can still be highly complex and innovative, and this is exactly where we can help our clients.
Let me know what you think about the opportunities for smaller companies to explore an outsourced customer service solution. Please leave a comment here or get in touch via my LinkedIn.
Photo by Ricardo Annandale licensed under Creative Commons.