How Call Center Outsourcing Can Drastically Improve Customer Service of Your Business?

Millions of businesses across the globe rely on call center operations to effectively manage customer calls or to sell to potential customers. Call centers can be ‘Inbound’ where a customer initiates a call to the call center or ‘Outbound’ where an agent tries to contact a customer. Whether inbound or outbound, the purpose remains more or less the same to assist customers with their queries and make them aware of the products or services of a company. Besides call centers, other support services like chat support or email support lack the human touch and urgency to provide help to a customer. Therefore, there is no wonder that customers always look to seek the help of a human representative to answer their concerns.

A customer service call center is the heart of any business, and has a direct impact on customer satisfaction. If customers regularly experience long wait times or lousy agents, they are bound to be unhappy with a business and may start to look towards other solutions. Global customer service experts report that a majority of customers are unlikely to recommend a business to their friends or relatives after a bad customer service experience. Outsourcing call center services has proved to be fruitful for businesses of all sizes as it enables them to save big on operational costs. Call center outsourcing services company also have a skilled team of call center agents who are experts at managing irate and frustrated customers with patience. Now we shall discuss few benefits of outsourcing and how they improve customer service.

Significantly Reduce Call Wait Times

Ask any customer about what they dislike about a call center and they are most likely to pinpoint the long and never-ending call wait times. Customers have to wait for their chance to interact with an agent due to the high traffic of calls. Outsourcing can reduce the call wait times significantly as the BPO companies can employ more agents as and when the situation requires. Outsourcing companies can scale their teams during peak seasons or during holidays.

Review Customer Calls

Customer calls should always be monitored and recorded for training purposes and to check the call quality. An outsourcing company has a dedicated call quality team who spend their crucial time listening to the recorded calls and accordingly provide feedback to the agents. If any agent misbehaves with a customer or provides inaccurate information then such instances can be monitored through effective call recording. The respective team leaders and managers must be informed to bring to their notice.

Every Feedback is Valuable

Customer feedbacks help a business realize the pain points a customer might be facing related to a product or service. The business can then look upon such issues and fix them in time such that more customers do not face a similar issue and their customer experience is not hampered. Positive feedback, on the other hand, inspires and motivates an organization to keep up the good work. Such valuable and positive feedback can be shared within the business community or with investors.

Initiate Customer Surveys

Customer surveys can be carried towards the end of the call or once the call session ends. Customer surveys can be used to test the customer experience provided by a call center agent. Customers can rate their experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest. They can also simply be given the option to rate customer service through thumbs up or thumbs down button.

Result Oriented Approach

Every action of a call center agent is result and target-oriented. Every agent of an outsourcing company has a set objective and that is to assist customers in the best possible way. The results can be monitored and supplied to the parent company so that they can evaluate the performance of agents and calculate their ROI of outsourcing.