How to Differentiate Your Customer Service with a Flexible Model

Lately, conversations around differentiating customer service have been almost entirely centered around AI technologies. However, when we think about where true opportunities lie it’s in the human interactions customers have with a business. 

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One of the most effective strategies for achieving this differentiation is through a flexible, gig-powered model. 

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This article will explore the benefits of a gig-powered model, how it supports contact center optimization, and why contact center outsourcing is a strategic move for today's customer service executives.

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Understanding the Gig-Powered Model

A gig-powered model leverages contracted agents to build a flexible workforce. Instead of relying solely on full-time employees, contact centers can tap into a pool of skilled gig workers. 

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These workers are often specialists in various domains, bringing diverse expertise and flexibility to the table. In a competitive talent market, companies outsourcing services to gig workers are aligning their operations with high-performing talent.

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Benefits of a Gig-Powered Model

• Flexibility: A gig-powered model allows contact centers to scale their workforce up or down based on demand. This is particularly useful during peak seasons or promotional periods when customer inquiries surge. Companies can scale their contact center to match their speed of business. This can include accurate staffing for new product launches, marketing campaigns, and high growth.

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• Cost Efficiency: By utilizing gig workers, contact centers can reduce overhead costs associated with full-time employees, such as benefits and office space. This model also enables payment based on actual work done, leading to significant cost savings. In this model, contact centers only pay for productive time.

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• Access to Top Talent: Gig workers often possess specialized skills and extensive experience. By incorporating gig workers, contact centers can ensure they have the best talent available, tailored to specific business needs.

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• Performance Focus: Gig workers are typically performance-driven, as their earnings depend on the quality and quantity of work they deliver. This focus on performance ensures high standards of customer service. This is one of the top reasons why on-demand contact centers are the new gold standard to achieve high performance.

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Optimizing Contact Center Operations

Contact center optimization involves fine-tuning operations to enhance efficiency and service quality. A gig-powered model plays a crucial role in this optimization process.

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Talent Identification and Upskilling

Outsourcing partners specializing in gig-powered models have the expertise to identify top talent. They use sophisticated assessment tools to evaluate candidates' skills and fit for specific roles. At ShyftOff, we use AI matching to pair our partners with agents with the specific psychographic profile and experience required for their contact center work. This ensures that only the best talent is onboarded, leading to superior customer service.

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Moreover, gig-powered outsourcing models invest in continuous training and upskilling of gig workers. In our case, we train agents at no cost to our partners. This upskilling process equips agents with the latest knowledge and skills, enabling them to provide bespoke services tailored to each business's unique needs.

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Cost Reduction

Cost reduction is a significant benefit of contact center outsourcing with a gig-powered model. By outsourcing, contact centers can avoid the fixed costs of maintaining a large, in-house workforce. Instead, they pay for services as needed, allowing for better budget management and financial efficiency.

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Outsourcing partners also bring economies of scale, which further drives down costs. They have the infrastructure and resources to handle large volumes of work efficiently, translating to cost savings for contact centers. If you’re curious about what you could save with a gig-powered model, we’ve developed an ROI calculator to help companies calculate their potential savings.

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Performance Management

Performance management is critical in maintaining high standards of customer service. Contact center outsourcing partners are hyper-focused on performance, using advanced analytics and reporting tools to monitor and manage gig workers' performance. This focus ensures that customer service agents consistently meet or exceed performance targets, leading to improved customer satisfaction and loyalty.

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Speed and Efficiency

A gig-powered flexible model significantly enhances the speed and efficiency of contact center operations. By having the right number of agents on hand to handle varying call volumes, contact centers can reduce wait times and improve response. This flexibility ensures that customer inquiries are addressed promptly, enhancing overall customer satisfaction.

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Omnichannel Support

With a flexible model, contact centers can hire expert agents with experience providing service across various channels, including phone, email, chat, and social media. This omnichannel support ensures that customers receive consistent and high-quality service regardless of the channel they choose to use. By providing seamless and integrated support, contact centers can meet the diverse needs of their customers more effectively.

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The Role of Contact Center Outsourcing

Contact center outsourcing involves delegating customer service operations to a specialized third-party provider. This approach offers several advantages, especially when combined with a gig-powered model.

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Expertise and Innovation

Outsourcing partners bring a wealth of expertise and innovative practices to the table. They are well-versed in the latest customer service trends and technologies, allowing contact centers to stay ahead of the curve. This expertise is particularly valuable in navigating the complexities of customer service and implementing best practices.

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Scalability

Scalability is a significant advantage of contact center outsourcing. As business needs change, outsourcing partners can quickly adjust the size and composition of the workforce. This flexibility ensures that contact centers are always adequately staffed, regardless of fluctuations in demand.

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Focus on Core Competencies

Outsourcing allows contact centers to focus on their core competencies while leaving customer service operations to experts. This focus leads to better resource allocation and improved overall business performance.

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Differentiating your customer service is no longer a nice-to-have; it’s essential. A flexible, gig-powered model offers a strategic advantage, enabling contact centers to optimize operations, reduce costs, and access top talent. By partnering with a contact center outsourcing provider like ShyftOff, contact centers can achieve this differentiation and deliver exceptional customer service.

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ShyftOff specializes in gig-powered models, offering expertise in talent identification, performance management, and cost optimization. We provide a scalable solution that adapts to the unique needs of each business, ensuring high-quality service at all times.

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Consider starting with a pilot program to experience the benefits of a flexible, gig-powered model. This approach allows you to scale your agents efficiently and test the waters before fully committing. With ShyftOff, you can transform your contact center into a high-performing, cost-effective, and customer-centric operation.

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Take the first step towards differentiated customer service today. Partner with ShyftOff and unlock the full potential of a gig-powered model for your contact center.

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Interested in augmenting your contact center operations with GigCX?
Contact our team to get started.

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