Pub. 7 2019 Issue 1

www.uba.org 18 © 2017 Harland Clarke Corp. All rights reserved. CNTCR -0224-01 Harland Clarke is recognized in the financial services industry for data integrity and stringent security measures in everything we do. We safeguard hundreds of thousands of account holders’ information. At our contact centers, we enforce a highly secure, paperless environment to protect this sensitive data. Why would I incur the extra cost of outsourcing when I have resources in house? The ROI on customer satisfaction is well understood in terms of value. According to Datamark, “After conducting a cost-benefit analysis, organizations typically find contact centers can be managed better, and customer satisfaction improved by outsourcing …” 6 When evaluating outside resources, ask for models that show potential ROI. If customer service is important to you, you must have the resources to support it — and a strong service strategy is more than a staffing solution. An effective service strategy for inbound and outbound events should take into consideration wide areas of support: project planning and management; forecasting; training; telecom capacity; call routing; quality assurance; communications and more. Factoring in all of these requirements, outsourcing can be highly cost-effective. You can’t afford missed opportunities, especially in today’s competitive environment. Use contact center outsourcing as a strategic advantage to support your customer service goals — and ensure that your account holders hang up happy. Harland Clarke is a leading provider of best-in-class marketing solutions for financial institutions of all sizes. Combining more than a century of experience in the financial services industry with state-of-the-art contact center operations, Harland Clarke Contact Center Solutions offers inbound and outbound marketing and support for clients of all sizes —more than 20 million contacts per year. 3. 6 Datamark, Top 10 Reasons to Outsource Your Call Center For more information, visit www.harlandclarke.com/ContactCenter or contact us at 1-800-351-3843 or contacthc@harlandclarke.com . Follow Harland Clarke on LinkedIn and on Twitter @HarlandClarke. Have a question for Terri? Contact her at Terri.Panhans@harlandclarke.com . 5 ChooseWisely A strong outsourcing provider can provide benefits beyond staffing. Look for an experienced vendor that can enhance your customer experience and provide: • Deep understanding of financial services • Alignment with your brand • Skilled contact center personnel with a customer service mindset • Security protocols • Seamless integration • Project management, measurement and reporting