Outsourcing as an industry has a bit of a tarnished reputation — a lot of people’s first reaction when they hear the word ‘outsourcing’ is a call center lit by fluorescent bulbs, poor customer experiences, long wait times, etc. At Leverify, we do things differently. We provide embedded agents so they can assimilate to your company culture, integrate with any internal CRMs, and have an average retention over 2 ½ years allowing for less training and improved customer experiences.
Fully Dedicated
The majority of incumbents approach outsourcing through a very transactional, round robin style, call center approach. They have a large cohort of agents ready to handle your tickets, cases, and calls, but the nature of their model creates a customer support roulette of sorts. Sometimes you strike it big and your customer is paired with a great agent. However, your customer can also be paired with a sub par agent creating a poor experience. With this type of model, you are not in control of your customer experience. With an embedded resource, you get to do the due diligence to ensure that these agents match the quality standards you have for your business. So when the phone rings or a ticket comes through Zendesk you can have confidence that your customer will be taken care of.
Fully Customizable
Another reality of the incumbent call bank model is that it’s a very rigid model. It’s virtually impossible to create a tailored approach for your business that can scale to hundreds of reps when these reps are also working on a large group of other companies as well. At most, you can build an API integration and have a custom script, but as we discussed in the above section, that rep might not be familiar with your script or workflow. With embedded resources, you have the ability to design a fully custom workflow, scripts, and experience and in turn creating the best, most consistent customer experience.
Improved Retention
Annual attrition for customer service agents is right around 30%. We all know this is an extremely disruptive trend and can compound within organizations who do not get a handle on it. It’s also extremely expensive as not only is your organization losing an experienced agent, you are having to spend the money to replace, train, and equip that new agent all while trying to maintain quality CSAT metrics with an understaffed team. At Leverify, we have a less than 2% annual attrition rate. This is due in large part to our model of embedded agents — they don’t just feel like a number in a call center, but they feel a part of a team. They buy into both Leverify’s mission, but also our customer’s missions. This has turned into agents being a part of our customer’s teams for several years, becoming team leads, and scaling their teams to provide world class customer support.
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If you’d like to discuss how Leverify can help your company drop us a line at sales@getleverify.com
