Shared Versus Dedicated Agents – Which Is Best For You?

Let us help you make an informed decision as to whether a dedicated or shared agent model is best for your outsourced customer support services. A number of issues are involved in deciding whether a shared vs. dedicated agent environment is your best option. Our team at Customer Contact Services will help guide you through the various considerations involved in finding the best solution for your company.

Shared Model

The shared agent model is usually recommended when a client has a less predictable call volume, or experiences seasonality with their call patterns, or for clients that need overflow services associated with peak call periods. Regardless of the size of your company, we provide the staffing flexibility you need to support your account.

You will be billed on a per minute basis for support and you will only be billed for agent time spent supporting your customers. Rest assured, our shared agents are fully trained on your requirements and know where to quickly locate the answers needed to support your customers in the way you require.

Dedicated Model

The dedicated model is recommended when a client has outsourced customer care processes like order processing, healthcare member services, helpdesk, or others where call volumes can be high, and agents really need to be a complete extension of your organization. This is an indispensable service offering for complex or high touch customer interactions.

You don’t have to worry about a lapse in product knowledge or the constant change in your business model with dedicated agents. The call center agents have various communication channels to get the information on product selection, shipping, or other fast changing information in a timely manner. Dedicated agents are billed for on an hourly basis.

Although dedicated staff is assigned to your account, your team works for Customer Contact Services – removing the typical hassles associated with hiring, training, and managing employees. Our team partners with yours to ensure that dedicated agents meet all of your requirements.

Looking to Outsource to a U.S.-Based Call Center?

CCS offers a wide range of call center outsourcing options to fit any business need. From 24-hour answering services to live chat support to event registration, our customers rely on our U.S.-based operators to act as an extension of their own business.

Call 888-832-5397 or contact a representative today to learn more about how our call center services can help your business grow.

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I highly recommend them for your answering service. You will notice an improvement in services immediately. Brenda J. Boshell
Office Manager, Mobile Adult Care, LLC

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