Today, those with no previous consulting experience often ask what and why companies should hire consultants, and whether issues cannot be better resolved with their own personnel. And sometimes it is still believed that hiring consultants is a sign of weakness. It’s absolutely wrong.
Customer service organizations, on the other hand, find themselves with a role model that focuses on the orderly execution of operational processes rather than on managing change. Potential optimization issues are inherent in all areas of the customer service universe: starting with the reasons why people contact companies through the channels they do, to organizing and running a good customer service operation. For technical and process promoters.
When you consider the areas of work in customer service, it quickly becomes apparent that hardly any customer service organization can maintain sufficient specialist resources for all these different areas – especially since many projects are specialized. Peak-type project with information that requires resources. Examples include the selection and implementation of omnichannel communication platforms or other new technologies, or outsourcing the contact center for the first time near-term.
Often, with the traditional positions known to us (brokers, team leader, quality manager, reporter, etc.) there is not a shortage of people able to manage contact center building operations, but a lack of people who conceptualize, implement, implement, and further develop new concepts and technologies for customer service. Such specialists, who may also be called customer service engineers, are rare in the market. It’s even more difficult to find these employees and motivate them to work in customer service (especially for contact centers). Experts in AI, monetization and self-care can pick and choose jobs today. As a result, due to the lack of experienced resources, very few companies manage to run service development on their own. They typically rely on temporary external support to implement complex projects. These projects are complex because they interfere with an ongoing operational organization and usually affect personnel, organization, processes and technology simultaneously. These challenges face customer service organizations in every industry and of every size – from start-ups to multinational corporations. The former has the advantage of being able to purposefully build a modern and highly digitized customer service right from the start on a greenfield site, but they use this opportunity far too rarely because customer service is not seen as relevant as sales.
Take advantage of the outdoor experience
Even though customer service organizations are getting better and better at shaping change with their own customer service engineers, constant changes in society and technology mean that there will always be reasons to pay to bring in good consultants, as is mentioned above. And this has nothing to do with weakness, but rather reflects the ability and strength of management to invest in outside expert knowledge at the right time to make customer service more successful.
Rbixtech can help you with it:
The Indian consulting company supports clients from various industries in all areas of customer service. Junokai was founded in 2018 by experienced managers with extensive professional expertise in sales and marketing and customer service. The company’s strategic pillar is its operational experience and focus on the areas of customer experience, customer service and sales.