Customer service has seen many changes in the past few decades, with the rapid development of certain technologies like AI and the continued rise of omnichannel support seeing more prominent adoption. As a result, contact centres today aren’t what they used to be, evolving as the times have necessitated.
However, what is quite clear is that the changes required for this evolution demand versatility and a level of ease that allows businesses to adapt quickly– and to do so will require experts.
The Evolution of Contact Centres
The digital age has transformed all business sectors, including contact centres. The rise of managed services has been a game-changer, driving efficiencies, enhancing customer experiences, and enabling businesses to focus on core competencies.
Traditionally, contact centres were in-house operations, requiring significant investment in infrastructure, technology, and personnel. As customer expectations grew, the need for 24/7 support, omnichannel capabilities, and advanced analytics made it difficult for businesses to manage contact centre operations independently.
These challenges have led to the adoption of a more efficient model for running contact centres, fundamentally changing business operations today.
Benefits of a Managed Contact Centre
What is a managed service provider? And how does it benefit contact centres in Australia? To answer that, we must first understand how and when it all began.
History of Managed Service Providers
The origins of managed service providers (MSPs) can be traced back to the early 2000s, when IT professionals were just starting to provide troubleshooting assistance over the internet via IT help desks. Computer engineers started offering their various skill sets to companies who needed robust IT infrastructures but didn’t have a dedicated team of their own.
By the early 2020s, the managed service industry had matured, with solutions becoming available to a wider range of industries. In fact, it has become the predominant business model in the IT services sector today.
What are the benefits of a managed service contact centre?
For emerging brands, the decision to hire an MSP is one that should not be taken lightly.
- Optimised growth
Businesses with little experience in contact centres benefit greatly from MSPs’ expert guidance in setup, implementation, and optimisation. This specialised knowledge ensures high-quality services and strict adherence to industry standards. - Scalability
As managed service providers generally run things remotely and on a secure cloud-based infrastructure, they can easily scale a business up or down based on the customer’s needs. - Cost Efficiency
Utilising a managed contact centre solution reduces costs related to hiring, training, and maintaining an in-house IT team. Businesses receive reliable 24/7 assistance for operations, maintenance, and monitoring at the cost of a subscription! - Advanced and ever-evolving feature sets
MSPs often utilise the latest technologies available in the market; these can include CRM integrations, in-depth call analytics, and all the tools contact centres need to improve call efficiency and enhance the customer experience for their users. - Improved data security and compliance
MSPs comply with industry standards and obtain certifications to ensure proper handling of customer data and security. These measures minimise data breaches and save businesses from hefty penalties. - Businesses can focus on core competencies
By going with a managed service provider to handle their contact centre platform, businesses can focus on their core strengths, such as product development, innovation, and strategic initiatives.
Finding Success with a Managed Service Provider
With the managed service industry projected to grow to an astonishing USD 316.87 billion this year, it’s clear that the market trusts this model. What does this mean for the Australian contact centre market?
According to insights from IBIS World’s Contact Center Industry Analysis from 2023, the market in Australia is very promising:
“The Call Centre Operation industry has performed moderately well over the past few years. While some client businesses outsourced their marketing, information and customer interaction services to call centres in countries like India and the Philippines, others have brought these call centre services back to Australia because of concerns about language barriers and customer interaction.”
The return of call centre operations to Australia raises questions about available solutions to ensure success. And given the benefits outlined above, it’s clear that having your call centre solution managed by experts may be the most effective approach.
Enter Nautilus
Nautilus Talk is a managed service provider that specialises in creating customised contact centre solutions for SMBs and enterprises in the APAC. Since our founding in 2007, we have grown our clientele to include internationally-recognizable brands like DHL, Delongi, Tiger Brokers, CBRE, and Webull.
Nautilus is dedicated to simplifying and optimising communication between businesses and their customers. We do this by providing a holistic experience that encompasses project management, IT implementation, and reliable 24/7 support.
Our slogan, Communications without Boundaries, is a testament to our dedication to providing Australian businesses the right cloud-based contact centre solutions. Moreover, it is what propels the company forward.
Are you interested to find out more about how Nautilus can help your contact centre? Check us out and send us a message here.
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