Shared and Dedicated Service Models

Options to meet your needs.

Five Star Call Centers offers both shared or dedicated inbound customer care. This allows you to design the best service model for your business’s needs, maximizing your return while designing a team that meets the needs of your customers.  

Shared customer care services provide the most flexibility with lowest call volume commitment. With shared services, you pay by the minute. Shared teams work on your account, along with other accounts and brands. Associates in the shared environment take calls from all the clients they are trained to service.

Dedicated customer care services provide a pool of associates that are dedicated to your account. They act as employees of your company and are trained specifically for your account and can work within your systems. With dedicated services, you are charged by the hour for each associate you need to handle your contact volume and desired response times. 

Selecting the right model

Shared customer care is the best value because you only pay for the amount of time associates are engaged with your customers. We see clients select a shared service if they have at least 50 calls per day or have more variability in their call volumes. It requires more call volume to justify the cost of having a dedicated customer care program. Typically, you need at least 500 calls per day to benefit from a dedicated program.

Dedicated customer service is a great option when looking to create more personal connections with your customers. The volume of calls helps the agents become more familiar with your products or services. It also helps them better emulate your desired brand personality. You’ll often see higher conversion rates, order totals and efficiency from this type of support model. We are able to see similar results with shared service by actively managing call routing. Directing calls to agents that are more proficient on your account, helps maintain efficiency and maximizes your return.

With larger call volumes you can also design a hybrid model where both shared and dedicated teams are utilized. It optimizes dedicated teams by overflowing or routing non-essential calls to a shared pool. A hybrid customer care solution provides the benefits of both service models and maximizes your results.

Design a team that’s right for your business.

Let us help you design a team to meet your needs. Contact us or give us a call at 800-894-7832 to learn more about our shared and dedicated inbound customer care.

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