How Outsourcing Can Make Your Business Better

Invest your time, money and resources into doing what you do best. As businesses grow in size, they inevitably get more complex. More people, more space, more governance, more cost, more control.

As a fast-growing industry, outsourcing proves there are a number of reasons why it can be the right strategic choice, and make a significant contribution to the success of your business.

  1. You’re tapping into resource and expertise

You’re buying specialist services, with extensive knowledge and expertise in specific products, processes or services. Your outsourcing partner constantly builds on best practice, learning from what works and doesn’t work across multiple clients. You’re also buying the ability to run a 24/7/365 business, without the overheads.

  1. You’re mitigating your risk in terms of business continuity or disaster recovery

A good outsourcing partner will have robust business continuity and disaster recovery plans in place, to ensure your customers don’t take the hit if anything happens. They can provide you with overflow or emergency services, so if your system fails or the phone lines are down, your customers will continue to receive a consistent, seamless service.

  1. You can more easily offer 24/7 services in multiple languages

Recruiting a multi-lingual team is complex and expensive. A good outsourcing partner will help you go global, with skilled resources providing services across a number of languages.

  1. You can save money

The right partner will provide you with a cost-effective service, costing you far less than the recruitment and headcount, office space, technology, training and management costs you would incur delivering in-house. Their services will be flexible and scalable, to support the peaks and troughs of your volumes, without the need for costly headcount.

  1. You can utilise technological innovation

Keeping on top of digital development and trends isn’t easy, for any size of business. It takes significant time and investment. The Cloud enables your outsourcing partner to connect with your systems seamlessly, and their development team will constantly be looking for ways to innovate and improve your customer experience.

The one thing that outsourcing won’t do? It won’t harm your customer experience. At go-centric we’re committed to delivering an outstanding experience for you and your customers. From omni-channel customer services, through to membership services, administration, social media management and back office solutions, we can support your business and help you thrive.

Please come and talk to us about your business goals.

https://go-centric.co.uk/get-in-touch/

Is Your Business Seasonal?

Is your business seasonal? Have you considered the benefits of outsourcing to support seasonality? At go-centric we support many seasonal peaks for our clients, ensuring their customer experience does not suffer during their busiest times of the year.

Did you know…. nearly 85% of seasonal businesses in the UK are being forced to secure extra finance in order to fill gaps in their cash flow?*

Perhaps unsurprisingly, over a third (36%) said cashflow was the biggest issue they come up against when adapting to seasonality. And managing stock (22%), staffing (21%) and planning (20%) were their biggest problems.

Is your business one of many that spikes during certain times of the year? To prepare, you need to adopt a strategic planning approach. You can harness and make the most of your peaks, and by doing so, will soften the need for cashflow during off peak times.

By finding the right partner, you can alleviate your cashflow issues and remove the burden of staffing issues. Working with a specialist organisation who can absorb your peaks, will save you time and money. By utilising the right partner, you can save costs for managing your peak period, for recruitment, headcount and all the costs associated with increasing your onsite resources and increase the quality of your customer experience and therefore revenue.

Outsourcing during peak times of the year gives you the ability to have a partner that will be an extension of your brand. They will handle the increased workload, with the right people, systems and levels of service to make a measurable difference. At go-centric we also provide data intelligence that will help you manage your peak periods more effectively.

Then when your peak/season ends, you can turn it off. Safe in the knowledge that when it comes around again you have a partner ready to go.

If your customer experience is paramount, and your business has seasonal peaks, we’d love to talk to you about what we can do to support your organisation.

 

  *According to research conducted by the Royal Bank of Scotland Great British Entrepreneur Awards and Esme Loans 2018.

go-centric Workflow Innovation

At go-centric we develop bespoke in-house solutions to streamline the customer journey. One of our solutions has proved particularly beneficial to our housing association clients, although it can be adapted to service any industry with a requirement to allocate work or tasks to a dispersed workforce, or contractor list.

We can customise steps to engage with your contractors and engineers via SMS, call or email. The main aim is to automate part of the process, make it simpler, faster and reduce the risk of errors as well as the time needed on outbound calls. This improves the experience for customers/tenants and saves precious time spent on the phone.

Our workflow tool speeds up the process of passing along jobs with easy access to details for engineers using our custom-built app. We have built a real-time dashboard portal so you can see your jobs in progress at any time along with a full suite of reports. Our video above showcases the benefits of the workflow system.

Here’s what one of our valued clients has to say about it:

‘We have seen a number of benefits since the implementation of the workflow system, both for our organisation and for our tenants.

We can now upload the on-call rota ourselves whereas, prior to the portal, we had to email and await confirmation that it had been uploaded. We can also make ad-hoc changes live which is really beneficial, particularly if a change is required at short notice, allowing us to manage our on-call service more effectively.

Customer service has also improved significantly due to the system’s ability to send jobs via the app, which means that there is no longer a delay between the call being received and the task being allocated to the appropriate on-call operative. It also means that the operative has all of the relevant details on their phone, rather than having to take a manual note.

The implementation was also relatively smooth, with only minor teething problems which were quickly picked up and resolved. It is a pleasure to work with such a helpful and pro-active contractor who really does aim to deliver excellent customer service.”

Isobel Deighan, Operations Manager, Fife Housing Group

If you’d like more details on our workflow app, or any of our other innovative solutions for delivering outstanding service to your customers, please don’t hesitate to get in touch.

Introducing…. Matthew Griffiths, Partnerships Director

Introducing…. Matthew, our Partnerships Director. It’s Matthew’s job to show off go-centric’s excellent outsourcing capabilities and establish relationships with new clients. We asked Matthew five quick fire questions to get to know him.

What is your background/experience?

My experience over the last 20 years is heavily involved in contact centre performance management and outsourcing.  I have worked across several industries which has given me great exposure to what clients and customers really need.

What are your favourite things to do outside work?

Spending time with my young family is my favourite thing to do when the work hat is off and I am also a Hearts FC season ticket holder for my sins!

Tell us an interesting fact about you.

I danced on stage with Leo Sayers – sad more than interesting really.

What made you join go-centric?

It really is an excellent, forward thinking company with big ambitions. go-centric has the ability to make a measurable difference and add value to businesses of all shapes and sizes.  If you have an outsource need, go-centric can offer an outstanding solution – I want to be part of that journey.

What do you think of go-centric so far?

The go-live event we held on 17 April was a brilliant reflection of the company and the relationship we have with our clients. You get the strong feeling from the team they all want to be the best, everyone has welcomed me and thus far, I have not been picked on for being from Edinburgh!

Best of luck Matthew in the new role!