How Outsourcing an Actually Help Your Customer Service Experience


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US-based companies spend more than $300 billion every year on outsourced contact center services.

Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace.

Radical changes have been happening in how customers buy and what customers expect from service providers. Keeping up with customer demand is now the key to making and keeping customers happy.

No doubt, the contact center outsourcing industry has witnessed phenomenal growth during the last few years.

It has reached a stage where buyers expect much more than the basic customer support service. At present, a customer looks for support through a variety of channels like social media and mobile applications.

In addition, the companies that need call center services seek much more than cost benefits. They look for service providers who can convert services into useful business deliverables. Moreover, the criteria of joining hands with an outsourcing partner is no longer limited to quality and cost efficiency. In today’s world, the parameters also include value added services like multi-channel management, consumer analytics and customer retention.

Keeping up with Consumer Demands

A customer completely understands how important his interaction is for an organization. This is the reason he selects a service provider very cautiously and counts every penny that he has spent on a particular service. In addition, companies also try their level best to understand the expectations of their clients and customize their services accordingly.

Every organization intends to improve the experience for its customer. All this has made companies work hard in the area of service positioning. In such a situation, a strategy that would work in the favor of an organization would be its ability to support integrated service experience.

How Should Organizations Tackle The Situation?

Despite the availability of so many touch points for customer services, voice support is the still the most sought-after service. Moreover, efficient deployment of technology is yet another factor that makes organizations think twice before considering an outsourced call center.

The market is flooded with so many advanced technologies. However, one needs to utilize technology in a way that reflects on revenue and profits. In today’s world, a company must understand that it needs to prove itself in terms of everything ranging from service quality to customer care. Besides this, the availability of so many service providers in the market has made customers look for better alternatives even for the most finicky reasons.

Consequently, the focus on the value chain is much more than before.

Competition is one of the major factors that have contributed to the growing importance of customer service. We may not agree, but a customer thinks of making another purchase only if he is satisfied with the service experience.

Moreover, in all likelihood the individual might recommend your service or product to other people. Always remember that switching loyalties is the last thing on the mind of a customer as long as he is satisfied with your call center outsourcing services.

Before You Give The Nod To An Outsourcing Company

It goes without saying that the selection of the right outsourcing partner is more important than anything else because the contact center experience of a customer actually makes him take the final decision.

Nothing matters more than customer care experience. Superior experience improves the satisfaction or loyalty of an individual. In such a scenario, one has to accept that the selection of an outsourcing company has a direct influence on client involvement. Let us understand the factors that influence the decision of an organization which needs to outsource its customer service.

No compromise on quality

There are many outsourcing companies that would be ready to provide their services to you at the most affordable prices. However, always keep in mind that cost is not the only factor that has made you outsource client service. This is the reason quality should always be the first priority irrespective of everything else. At the end of the day, the experience of your customer directly reflects on your top line and business image.

Efficiency of human resources

When a customer calls up a contact center, he expects somebody to listen to his query and offer a solution. Unquestionably, human touch is inevitable to customer support. However, a service provider must not forget that every human being looks for empathy and care. This is the reason it is important to train call center agents before they start working.

Considerable reduction in caller’s waiting time

Do you remember the last time you called up somebody and you were asked to wait? Without a doubt, nothing irritates an individual more than a phone call that has been put on hold. Likewise, a customer should never be kept on hold unnecessarily.

Transparency of procedure

A customer wants you to keep the promises that you have made. Always promise only what you can deliver. Fake promises and procrastination do not work in the long run.

The age of e-business and unrestricted customer support calls for service differentiation at every step of the delivery. We live in a world where even a retail outlet would not mind utilizing the services of a retail call center if it does the trick.

Competition often stifles companies to such an extent that they try almost every possible measure to achieve success. In any case, all what matters is success and turning to supporting service providers has been shown to be effective in helping organization keep up with customers today.

Republished with author's permission from original post.

Alicia Gray
Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the business process outsourcing (BPO) services provider. My role has been instrumental in assisting businesses to choose the right BPO Services.


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