Do you remember the state of customer experience in Ukraine in 2022? Even before the full-scale invasion, Ukrainian companies with their own contact centers faced numerous challenges. These included a lack of funds for infrastructure and technology development, a shortage of specialists with foreign language skills and the lack of a unified service strategy. The weak integration of communicational channels made it difficult to get a complete picture of customer interactions. This came at a time when the impact of COVID-19 was increasing the workload pressure on contact centers.
The full-scale war significantly worsened these problems and created new challenges:
- Many contact center employees were forced to flee abroad, resulting in acute staff shortages.
- Constant power outages and communication problems made it difficult for contact centers to operate.
- The number of customer inquiries increased considerably due to changes in operating procedures, logistical problems and other consequences of the war.
Another major problem for the companies was the change in consumer demand. People began to save more and scrutinize brands more closely, forcing companies not only to adapt their products and services, but also to change their service concepts.
But even in such difficult times, the quality of customer service remains one of the most important factors for success.
Why is service in times of war not just an empty phrase, but a vital necessity? And how can contact center outsourcing help your company retain existing customers and win new ones? You will find answers to these questions in our material.
The importance of Customer Service in unstable times
Why is service important? The answer to this question might seem simple. However, behind this apparent simplicity lies a complex array of issues.
Customer loyalty
It’s often said that customer loyalty is the best investment. In times of instability, people seek out companies they can trust. Exceptional service strengthens this trust and helps retain clients even in the most challenging times.
Furthermore, consistently high-quality service alleviates feelings of stress and uncertainty, creating a strong emotional bond between the customer and the company. As a result, loyal customers will remain faithful to the company even when new players enter the market. They will eagerly recommend the company to their friends and acquaintances, which is undoubtedly the most effective form of marketing.
Positive company image
Battle causes not just physical destruction, but also an information battle. Companies that care about their customers project a positive image and gain consumer trust. Good service builds a strong reputation, which may be used to retain customers, attract investments, and hire new employees.
Social duty should never be overlooked. Companies that care about their customers foster trust in the business community.
Business resilience
Companies that provide high-quality service have been shown to be more resilient in difficult circumstances. Loyal customers provide a consistent income stream, which promotes financial security. They are willing to overlook faults and return to products or services from a firm that is concerned about their needs.
Customer experience during wartime is also an investment in the future. It enables businesses to recover faster, maintain leading market positions, and cut marketing expenses.
Business development
Even during a wartime, there are and should be opportunities for advancement. Companies that prioritize exceptional customer service are better able to attract new investors and clients while also strengthening their market position.
Customer-centric organizations strive to develop and improve their products and services. Companies having a solid reputation recruit strategic partners, resulting in new development opportunities.
Outsourcing contact center as a reliable solution for Customer Experience
Organizations with in-house contact centers have encountered staffing challenges. The conflict resulted in a huge outflow of skilled professionals abroad, hindering recruitment efforts. Power outages and inconsistent internet connectivity further hampered contact center operations, lowering service quality and lengthening client wait times. Despite these problems, Ukrainian businesses continue to function and seek innovative ways to improve customer experience (CX).
One viable solution is to outsource contact centers. Delegating customer support operations to specialized outsourcing organizations allows businesses to cut expenses while improving service quality. This technique is especially important during warfare, when a company’s internal resources may be scarce or unavailable.
Benefits of outsourcing contact center to Global Bilgi
During conflict, the volume of consumer inquiries demanding rapid assistance, information, or technical support grows. This necessitates prompt replies and high levels of professionalism from agents, which are becoming increasingly difficult to achieve under volatile settings.
Global Bilgi’s contact center services has the skills and facilities to provide reliable operations even in difficult circumstances. We may modify your service plan to meet challenging conditions, assuring high-quality customer service while you concentrate on your core business skills.
Key features of outsourcing to benefit your business
Global Bilgi provides a wide variety of services. Our specialists have extensive expertise of customer service, guaranteeing a great client experience at all touchpoints. Despite overall unpredictability and instability, we continue to innovate and build contact center software that improves customer experiences.
In our efforts to strengthen our clients’ businesses, we provide numerous significant benefits.
Partnership relations
At Global Bilgi, being a trustworthy partner in Customer Experience is critical. This implies that we not only follow but also contribute to the evolution of your strategy, providing your clients with an exceptional experience.
Empathy & understanding
Outsourcing your contact center to Global Bilgi entails more than simply answering questions. We delve into your customers’ true challenges and wants, demonstrating sympathy and compassion while acknowledging that they are also going through difficult circumstances. We always try to develop a personalized approach to each engagement.
Access to qualified specialists
Partnering with Global Bilgi gives you access to skilled contact center agents. Our expertise in recruiting, training, and development allows us to create teams of top specialists for each project.
Flexibility and adaptability
An outsourced contact center can quickly respond to changes in the business environment and grow its services to meet your demands. This includes:
- adjusting the number of agents
- contact center KPIs review
- increasing collaboration in additional sectors (back-office outsourcing, telemarketing, surveys, etc.)
Process automation
At Global Bilgi’s outsourced contact center, we provide a variety of technical solutions to help you use your resources more effectively. These solutions include chatbots for websites, smart IVR systems, robotic process automation (RPA), auto-dialing systems, and others.
Customer Service during wartime: Key takeaways
During a war, outsourcing your contact center to an experienced organization such as Global Bilgi can be a critical tool for businesses seeking to maintain consistent and high-quality customer support. Delegating these responsibilities reduces costs while increasing the efficiency of your main activities.
Global Bilgi, a dependable outsourcing partner, is ready to provide contact center services, aid businesses in adjusting to new situations, and maintain great customer service.
Finally, customer service under warfare necessitates novel ideas and solutions. Outsourcing contact centers is one of the most effective ways to provide a great customer experience and increase customer loyalty. Partnering with Global Bilgi offers the advantages of a corporate contact center to organizations of all sizes, locations, and industries.
