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Staffing Issues in Customer Support: Contact Center Outsourcing

Plug the Gap Sustainably

The last two years have seen more and increasing staff shortages in the country — with businesses responding differently in attempts to attract and retain employees, as well as sustain operations in the midst of a labor shortage that the Economist predicts to be a permanent phenomenon. Contact Center Outsourcing has been increasingly being looked at to manage the rampant labor shortage.

The shortage has resulted in 44% of customers experiencing longer hold times when trying to call customer service. Employers have tried different strategies to attract and retain employees with varying levels of success.

On top of that, over the past 12 months 61% of US adults have become more price sensitive. With that in mind, it will take more than just increasing the quality of customer service but also bringing down overall costs.

This can be done with strategies such as Contact Center Outsourcing, since this gets you three things accomplished all at once: contact centers help plug the labor gap, it can do so within budget, and with the necessary professional quality that customers expect.

Contact Center Outsourcing & What It Is

Simply put, a contact center is a multi-channel support organization. Unlike regular call centers that only handle calls. A Contact Center is able to handle email, chat, calls, and more.

A good rule of thumb is to see if a contact center is multidimensional. That can be taking care of its employees, communities, and clients. Since scams and sweatshops don’t care for community outreach.

A great place to start on Pac Biz Contact Center specifics is our FAQ.

Contact Center Outsourcing As The Solution

We’ve seen the need and advantage that a contact center brings. Now, the specific benefits of a contact center are different depending on the industry.

For first timers with outsourcing, see our Do’s & Don’ts of Outsourcing Customer Support

For the healthcare industry, customer support needs expertise and compliance with HIPAA. A regular call center may only be familiar with HIPAA call rules. Pac Biz as a contact center, goes beyond this and has better compliance in multiple communication channels and services.

Another great example where contact center customer care shines is with eCommerce, since the holiday rush is traditionally one of the busiest times of the year. It would be impractical to hire full time agents that can’t be let go after the surge of demand ends, not to mention the time and cost of training.

This is another advantage of Pac Biz. Because it’s flexible enough to cater to small eCommerce businesses.

Contact Centers like Pac Biz have a variety of specializations. Like with healthcare and eCommerce. Pac Biz has over a decade of experience with the transportation industry. And stellar customer service in IT Support is a point of pride.

Pac Biz: Contact Center Outsourcing Done Right

Even before the pandemic, Pac Biz has led the way in solving a common pain point of call centers, that is employee retention. This gives Pac Biz the advantage of not having attrition disrupt client operations.

On top of that, Pac Biz has a better consistent quality of service that grows with more time as the agents grow and becomes more familiar with your organization and best practices within it.

With Pac Biz for your contact center outsourcing, you can find the solution that satisfies your business needs. Schedule a meeting with us.

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

Let’s Get in Touch

Hi, I’m Eric Mulvin, founder and owner of Pac Biz, and we are happy to solve your company’s pain points in customer support and staffing. We have contact center agents ready to serve your needs.

I am free to go over the potential that exists with making your company thrive through improved workflows and better management of support.

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