Don’t Just Offer Pleasantries, Offer Real Support with Customer Support Outsourcing

 

Many call center operators think of running them as just a liability. So, all they do is perform basic functions and offer pleasantries without any actual will to support the customers. This approach might have worked in the past, but it no longer has any value. Customers of today are more than good enough to actually see through a dishonest customer support process. And, they can clearly identify which brand is actually interested in customer support and which is not. If you are an entrepreneur, you do not want to end up on the wrong side of customers’ preference. So, it is critical for you to choose the right customer support outsourcing for your business.

Overcome Customer Care Shortcomings via Outsourcing

It is understandable for a business to slack off in customer care because of a lack of time and focus. In such a situation, international or domestic customer service outsourcing can be a great business decision. Choose a vendor carefully and you can free yourself of the encumbrance. Keep the following points in mind and ensure high-quality experience for your customers:

Implement SLA and KPAs better

Professional call center services work as per SLA prescribed by the client. Lay down SLA as per your requirement and you will get the work done accordingly. Top-class customer support outsourcing companies like Vcare monitor agent stats at every step and ensure that customer communication is always up to the standard.

Maintain high CSAT

CSAT often defines the quality of outsourcing services. With the right vendor as your partner, you can maintain high customer satisfaction and give your brand a much-needed boost.

Leverage reporting and analytics

Get consistent reports from the vendor and analyze customer behavior. Cutting-edge CRM tools employed by world-class call center outsourcing companies can provide you valuable information about all your customers, and help you conceptualize better business strategies.

Elevate Brand Value & Improve Customer Relations via Customer Support Outsourcing

Brand value is the single biggest factor that decides what sells and what does not. Companies spend millions in sprucing up their brand image, but it takes a few bad customer experiences and all the good work is undone. It is vital for companies to manage customer relations to sustain the goodwill of their business operations. This is the main reason why customer support outsourcing services are employed by organizations.

The Added Pressure of Managing Modern-Day Customers

Modern-day customers have access to large amount of information about products, services, sellers and traders. Customer awareness has made the task of companies more difficult than ever before. Nowadays, customers make contact for a number of reasons, and your customer support service has the responsibility of answering them. Below are some common issues, for which, the customers reach out to you:

·         Product Information: If customers are unable to figure out certain brand features, they often call you for help.

·         Complaints: In case, they are not satisfied with your product/service, they call up to lodge complaints.

·         Technical Issue Resolution: For technical products, customer call to learn about how to use a product or fix a problem associated with the product.

·         Replacement: If customers feel the product/service does not work, they call in for processing RMAs.

Apart from these incidents, there are a number of other unique and random issues for which customers can call customer care. And, if you are unable to solve their issues or answer their queries on time, they lose faith in your brand and move elsewhere. Therefore, you require customer service outsourcing solutions that are experienced and well-equipped to handle any situation.

Why You Should Outsource Customer Care to Experienced Vendors?

Your brand image is crucial for your business success. So, to protect it and improve upon it, you should outsource customer care to veteran operators that have proven experience in this domain. Have a look at some advantages of customer service outsourcing to an accomplished call center partner:

Proven strategies that will also work for you

Callcenter strategy is one of the most underrated aspects in this domain. Customer segmentation, call routing, call center hierarchy and SLA are some of the most critical factors that influence the performance of a customer service department, and ultimately decide the fate of your business. An experienced vendor will already have access to proven strategies. This will allow you to segment customers based on their value, and keep your high-value customers happy. Also, the entire customer care will be organized and your day-to-day operations will run consistently.

Best call center software for your customer care

The efficiency of customer care often decides its efficacy in keeping customers happy. And, efficiency can be maximized with quality call center software. For example, a cutting-edge CRM with AI integrated helps agents in fetching customer information quickly and provide better call experience. The same way, a quality IVR can be the difference between proper call routing and complete chaos. A competent customer support outsourcing vendor already has access to proven software solutions, which allows you to reduce your capital expenditure.

Access to a well-oiled call center machinery

Call center functions work in cohesion. If the synchronization between its different parts is maintained, then you get better results. A veteran operator can provide you with a well-established process, in which, everyone is well-aware of their duties and how to perform them. QAs, agents, managers, trainers, TLs and other call center employees work collectively as a unit from the get-go, and you are able to maintain the highest level of customer satisfaction.

At Vcare, we are driven to work for our clients’ business success. We offer 24x7 customer service outsourcing solutions that improve your brand value and customer relations.

What Do Your Customers Truly Want?

It is arguable, but the question presented above may be the most vital and instrumental one for all business owners to answer and constantly consider. The needs and desires of your consumers are always going to evolve, as the world around us is constantly evolving.

The answer to this question could have a different meaning in five years than it does now and that makes it even more critical to continually research the demands of all consumers around the globe. Agencies and corporations are seemingly always on alert when it comes to researching new customer trends and gaining insight into the adapting needs of the everyday customer.

As a business owner, it is these resources that can help you improve your offerings and experiences that you provide to your all-important clientele. That brings us to the question; as time moves on, what do your customers truly want?

Innovation

Innovation is something that a plethora of individuals crave and expect from the businesses that they associate with. A few years ago, the State of the Connected Customer report was released and it revealed that many consumers feel that the companies they buy from need to be innovative.

In fact, out of 7000 customers who were surveyed, 57 percent of them believed this to be the case. With so many different outlets and options at the disposal of consumers, it is quite easy for them to jump ship if they feel the offerings of a business are growing stale and repetitive.

Self-Service Options

Even though there are modern customers who still prefer to speak directly to a customer representative, a growing trend is the rise of self-service alternatives. In a study that was conducted by Nuance Enterprise, it was found that the majority of customers prefer customer self-service as opposed to direct communication.

A startling 67 percent of the individuals who were surveyed felt this way. What this means for you and your company is that you can look into electronic support systems. Anything you provide to your clientele that allows them to access information and perform everyday tasks without the assistance of a representative can and will prove beneficial.

A Well-Designed Mobile Site

With the ever-growing rise of mobile communications, businesses around the world need to optimize the experience they provide to their mobile users. Even with markets that are not associated with telecommunications, the importance is present as most people are influenced to some degree by their smartphones, laptops and other devices.

If the opinions of internet users are anything to go by, time and effort need to be placed on a business’s optimization of their website when visited from a mobile device as well as on a computer. Nearly 60 percent of said users claim they would not personally recommend a company that featured a significantly flawed mobile website.

Through the designing process, it is important to ensure that everything works smoothly through devices with smaller screens. If users are struggling to simply navigate the interface, changes will need to be implemented.

Social Media Support

As with the spike of mobile popularity, social media is a platform that continues to gain more steam. In the modern scope of things, consumers are demanding that businesses provide them with social media support.

Well over 50 percent (63 percent to be exact) of consumers expect some sort of social media support and quite a hefty percentage also prefer the medium support to other methods of customer support.

When it comes down to it, it can be challenging to satisfy the demands of your consumer base but you don’t need to do it alone. Here at (v)WeCare, we provide several different types of customer service support and have immense experience serving many different industries. We would love to hear from you and your business and discuss how we can help. 

Improve Budgeting and Brand Image with Customer Service Outsourcing

Every business desires consistency in all its operations. Regardless of the type/scale of a business process, constant returns are what drive you forward. When you know that you can depend on a particular department, it becomes easier to focus on others. The same is true for a customer service process. But, achieving a level of consistency is a lot harder in this extremely dynamic process. There are way too many factors that can influence your call center operation. Keeping them all in control can befuddle even the best of entrepreneurs. Therefore, one should look to utilize customer service outsourcing provided by professionals.

How Outsourced Customer Service Can Bring in Consistency?

A professional outsourced customer service provider has long-term experience in the field. It has already confronted and overcome several difficult situations. Below are some factors that work in the favor of a veteran customer support service provider:

1.      It has a readymade infrastructure that is perfectly suited for running a call center operation.

2.      It has all the right tools needed for sustaining a call center. CRM, IVR and call center software that have already being successful in several projects are readily available to you when you outsource.

3.      A seasoned pro like Vcare has experienced managers on its payroll. These managers are well-versed with time-tested strategies that can help your customer care executives from getting out of difficult situations.

4.      As customer care vendors handle several projects at any given time, they always have a large number of agents on their payroll. So, whenever there is an urgent requirement, they are able to allocate additional resources. The same isn’t true for an in-house operation that solely hires for a single process.

5.      They deliver work according to pre-defined SLAs. Hence, you get work exactly as per your expectations. For example, you can define a low call abandon rate and ensure that maximum number of customers reach an agent when they call.

The abovementioned advantages make a compelling case for choosing a veteran customer outsourcing service provider. Experienced customer care operators are proactive in their approach and provide you complete peace of mind by taking the additional load of customer care off your shoulders.

Better Budgeting and Brand Image with Customer Outsourcing Service

A customer outsourcing service vendor can be hired for a fixed amount of money. There is no need to worry about varying expenditures, like in the case of an in-house operation. Hence, you are able to budget your expenses in a better way. Also, if you outsource to a vendor in a country with inferior currency, you instantly make profit due to a currency exchange rate that works in your favor.

Moreover, a customer service outsourcing vendor is well-drilled in its responsibilities and has a greater understanding of customers’ desires and requirements. Therefore, it is able to address their pain points in a better way, which leads to a higher level of customer satisfaction.

Vcare is an eminent customer service outsourcing provider with many years of experience under its belt. We run a 24x7x365 operation and have all the right resources to deliver exactly as per customers’ expectations.