Unveiling Latest Trends in Call Centre Outsourcing IndustryOutsourcing their customer service work to the company who have dedicated & skilled workforce, expertise, and competency power is the superlative option to handle your customers efficiently
In today’s business oriented world, building relationship with customers is incredibly important to achieve success. Getting customers is one of the most difficult aspect of running a business, so it is important to improve the ways of finding new customers and build a positive relationship with them. Call centre companies have been highly renowned and praised worldwide. Whether it is a small company or big scale organsation, considering outsourcing for their businesses is the primary aspect. Outsourcing their customer service work to the company who have dedicated & skilled workforce, expertise, and competency power is the superlative option to handle your customers efficiently. With so many advantages, it is an ideal solution that save your precious time, money, and efforts. If you are desperately looking for the latest trends that helps in driving huge revenues, put a glance on the below listed key takeaways. Business process improvement should be aligned- As you already know Business Process Improvement (BPI) will continue to shape the different industry sector and be a driving factor in the emergence of BPO and call centre services in this year. The reason behind this improvement is that a large number of companies start to realize that it is not enough just to transfer their processes to a call centre and consider it is done. It aims to streamline improvements in the business processes in the interest of speed, quality, flexibility, and cost while developing the capability required for progressive improvement. In addition, BPI analysis existing client processes to determine opportunities for improvement. After that, it create training aids to fill the gap in skill levels, implement any necessary technology and trends to achieve desired results. Customer journey in the light- In the past time, outsourced customer service provider were simply followed low-cost model to provide customer support. But, nowadays they honed their skills and expertise level to enhance the customer services and add value to overall customer experience. Therefore, contractors search for a low-cost service will gradually fade, giving way to more strategic model of outsourcing. Based on the growing trends in development, contact centre are no longer be a ‘sub-contractor’. Now, they are true strategic partner to take your business to extra miles. Multi-channel customer support- Today, as the competition is becoming fierce, every customer demands on the spot solution to their concerns related to the products/ services. For example- contact channels other than telephone mediums now account for more than 30% of customer service engagements, as per CFI group. Businesses following a multi-channel customer care strategy achieve more success and it counts as improvement in customer satisfaction rate. To become competitive, contact centres now focus on providing a holistic multi-channel strategy to their clients. Apart from that, the social channels and live chat are the best option to enhance your customer experience. Capabilities to hone the right talent- For contact centre agency the ability to source a ready supply of skilled workforce will continue to serve as a competitive advantage. The main reason behind sourcing excellent team to the clients is that they need to deliver exceptional customer experience with launch of their new product/ service in the market. Besides multi-channel availability, customer in this evolving age wants that customer care also be available in native languages. It will improve your business bottom line and increase revenue as well. Industry-specialization- This is a common pre-requisite that every company finds in their customer service provider. If the provider has extensive experience in the specific type of domain, you have the surety that you are hiring the right company for your process. To gain competitive business edge, clients now expect vendors to have in-depth knowledge and expertise in providing great customer experiences. However, if they don’t know the right standards and practices, you are associated with more risks of losing time, effort and money. Hence, as companies increasingly envisioned that their risk ending up with a provider that can’t integrate with existing business, they will more inclined towards industry expertise of their partners. These are some interesting trends that will drive call centre outsourcing services in this year.
Services Offered By a Corporate Call CentreCompanies that sell hardware and software products usually deploy a helpline for the purpose of providing technical assistance to the customers that are registered with them
It is a common belief that only small and medium scale companies that struggle to make their ends meet usually outsource their services to third party vendors. But huge multinationals and corporate firms these days also depend on the expertise of call centres to handle some of their operations. This has led to a rise in the number of corporate call centres in the recent times that provide all sorts of telemarketing, customer oriented, and other related services to all kinds of businesses irrespective of their size and reputation. This has given a much needed boost to the upcoming businesses and helped them to give some competition to the giants ruling the market. By using the services of corporate call centres they are able to have a competitive edge over their rivals. There are a plethora of services that a corporate call centre offers. The most availed ones are: • Telemarketing services: Product promotion and creating its awareness in the market is an important aspect of many businesses, as it helps them to garner the much needed response of the consumers. Telemarketing services are also conducted in other forms such as appointment setting, lead generation, up selling and cross selling, survey conduction, feedback generation etc. Corporate call centres these days employ the best of communication technology and networks to execute a meticulously designed telemarketing campaign. • Order taking: For any business that sells products through online or offline means, it is imperative to have a seamless and reliable order taking services. Call centres provide affordable and effective order and placement taking services along with related activities such as shipment tracking, cancelation, rescheduling etc. A special helpline is employed dedicated for the purpose of placing orders, acquiring information, clearing doubts and confirming the shipment. • Technical support: Companies that sell hardware and software products usually deploy a helpline for the purpose of providing technical assistance to the customers that are registered with them. Not all people are technically sound. If they have purchased some electronic item and they are not able to install it or are facing some technical problem, they can connect with company’s tech representatives to gain technical assistance. Technical support is the most outsourced service. • Data verification: All businesses revolve around data. Data storage, monitoring and verification is a very tedious process. It also requires technical intervention at various levels so as to ensure that no error, redundancy, inconsistency or corruption is there. If the data is correct accurate and precise information can be relayed to the clients, which is very important. • Third party verification: Most businesses these days indulge in online payment transactions. It has been made mandatory by law to perform a third party check to authenticate the information of the person making the online payment. Corporates hire call centres to perform third party verification. Not just corporates, insurance companies, appointment setting, telecom companies, internet service providers, healthcare & hospitals, real estate companies depend on third party verification services to determine the customer’s identity. • Feedback and complaint handling: To not just handle certain aspects of the business, corporate call centres are hired for other customer oriented services such as complaints and feedback handling. It is considered as a good practice on the company’s behalf to make available a media through which unsatisfied customers can be entertained. Moreover, the responsibility of the company doesn’t end at just selling the product. They have to obtain user reviews and feedback as well. Call centres can help them achieve these operations. There are a lot of reasons so as to why firms outsource to corporate call centres. No doubt, it is a cheap alternative to setting up a dedicated firm to handle the above mentioned operations. It absolves the company from the hassle of spending resources and time on hiring and staffing people. It also provides seamless conduction of business as you can focus on your core competencies while the experts handle your other services. You can achieve your business goals in time and subsequently capture a larger chunk of the market. It has become a necessity to handle multiple functions simultaneously in this cut-throat competition and the most cost effective way to achieve this is by outsourcing to a reputed and reliable corporate call center.
Augment Business’s Bottom-line with Professional Outbound Telemarketing ServicesCall center outsourcing services have become one of the most preferred alternatives for businesses across all sectors.
Call center outsourcing services have become one of the most preferred alternatives for businesses across all sectors. And, the factors owing to which businesses agree upon this outsourcing program are – low labor cost, prompt response, professional edge, and enhanced customer satisfaction. Today, there are hundreds of telemarketing centers operating all across the globe. These telemarketing centers greatly differ in size, quality and service offerings. Therefore, it becomes quite a daunting task for business to select the best fit that can ascertain long-term success.
Let’s dig a little deeper to comprehend why companies need an outbound telemarketing solution:
There are several factors that mount pressure on entrepreneurs to implement right set of methodologies, strategies, and technology that can not only add edge to their business’s bottom line, however prepare them for worst of worst scenarios such as business property evasions, bankruptcy, dearth of cash flow/funding, layoffs and unemployment. Undeniably, it is a doomsday for any business. Hundreds of factors are responsible for negative business growth other than global economic crunch that is considered as one of the factors major cause for deprived business functionality.
There is no denying the fact, the indolent global economy is one of the preeminent factors responsible for organizations suffering owing to the fall in economy. However, these factors can be successfully combatted with righteous management techniques. These techniques help businesses to stay functional and productive all the time, irrespective of all the aforementioned factors. In this regard, one best thing that organizations can do to avert such circumstances is to outsource their part of operations to a professional outbound telemarketing call center service provider. However, one should be cautious enough when selecting a service provider. All the call center solution vendors don not only differ in their service offering, but also in terms of quality, professional support, technology, and strategies – they are different. Seemingly, selecting a vendor with highly professional agents and sales experts will help you achieve desired business objectives, all without demanding hefty capital investment.
Now, checkout some of the influential attributes that businesses get after availing outbound telemarketing services:
Enhanced Chances to Convert Cold Call into Warm Call: As already mentioned above that a call center is employed with knowledgeable sales agents help in connoting your business success. In simple words, when a sales person makes a call on your company’s behalf, you can record these calls to train your company’s sales executives. This in turn, will let your executives to do a follow-up on qualified leads, hence, turning cold call into a warm call.
Top-class Customer Experience- Experts will contact your customers on your company’s behalf to make sure they're satisfied and getting the most out of your offered products/services. On the top of it, they quickly addresses to their queries and concerns. According to a recent report, businesses that fail to satisfy their customers lag behind the competition. To touch the peak of the success, it is inevitable that your customers are content with your offerings. Here, professional telemarketing services come into the picture. These professional centers ensure that right from the customer’s queries to complaint, all are addressed promptly and adeptly. Moving ahead, outbound telemarketing companies also keep your customers updated of your corporation's latest deals and offers based on their interests wherein the former can provide the latter with informative and relevant information that are useful to the costumers' queries.
Setting Appointments- It is no secret that business to business (B2B) appointment setting is not at all an easy job. It demands a lot of efforts such as tele prospecting, conducting timely follow-ups, nurturing leads. To schedule B2B appointments, businesses need to have professionals, technology astute approach – all these components involve hefty capital flow. Here, leading service provider can help you to perform the same job effectively, efficiently and economically.
Lead Generation- Well, this is one of the best benefits that businesses can leverage by opting for such specialized telemarketing solutions. Here, the third-party vendor helps businesses to quickly gain access to details of potential customers, showing interest in your offered product/services.
In a nutshell, businesses of all shapes and sizes can magnify their bottom line, gain market value, build strong market presence, and tap into new opportunities by availing outclass outbound telemarketing services.