Entrusting Customers with the Help of Self-Service Support

Customer preferences are changing continuously for interacting with the businesses. The support service for customers started with the phone calls to emails to live chats and now self services have become mandatory. According to a new study, 72% of the customers prefer self service support from a company rather than through phone calls or emails. They say that it is a convenient method of addressing the customer care problems.

The expectations from customer service are growing and demand for self service customer care is increasing. The internet has empowered people by giving access to the information they need. People have become comfortable using the search engines to get their answers.

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• Is this the right platform?

Another survey showed that most of the customers who tried using self service support systems were not able to resolve their issues and contacted an agent. 59% of them expressed their frustration.

Some best methods while building a strong customer help center without getting them frustrated includes:-

• ·         Optimizing results

Make sure you give your customers the results they need. Use proper keywords, their categorization, monitoring search queries so that a better experience for the customers can be created.

• ·         Visible search bar

63% of the customers are frustrated with the placement of search bar. Keep it in the front and center so that the customers can easily find and use it. 

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• ·         Knowledge updation

56% of the customers say that their reason for abandoning the support center is the lack of information. Ensure the content updation and FAQ for new products, services, and problems that are added regularly to the knowledge base.

• ·         Design

For the knowledge, content is the king but design also plays a crucial role. It spells the difference between a customer able to enter a website, getting answers and exit satisfied rather than spending 10 minutes frustrating on navigation and solving the query.

A good design and even a well-developed help desk can’t be a customer service. If the customer is unable to find the answers from your knowledge base or if their query is more technical or complicated than what a help desk can solve, the representatives of customer service will have to address these concerns. Outsourcing can be the solution to whether it is a lack of resources that are stopping you.

Partnering with the right service provider can help you in addressing the immediate need that the company is facing currently. It will also help you in improving the processes, engaging customers and follow the best practices for customer service.   

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BPO: Driving Force Behind The Rapid Economic Development

Businesses globally are looking for more & long term growth from BPO’s. To achieve higher productivity, the businesses come together with third party providers and also to improve their agility & improved customer satisfaction. A value based approach is followed by Indian BPO services for developing & expanding their business universally. BPO outsourcing can help any business in taking crucial decisions. The sellers provide services which are beyond the operational costs. They go for new industrial insights which shape the market and improve their client’s performance.

Every company wants to deliver high quality customer service and focuses on it to achieve their business goals. No matter whether it is business to business model or business to customer one, building a unique customer experience is quite desirable for modern day firms. Overhead costs reduce not only for the companies but also improves the revenues and increases the agility of the business thereby enhancing the level of customer satisfaction. A recent study by Forbes displays managers of multinational organizations are increasingly going towards working together with established outsourcing companies to accomplish beyond the bottom line savings. This is mainly associated with the fact that over the years, a successful strategy for achieving the results beyond savings is outsourcing.

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Factors Responsible for Changes in the Business in India

BPO service providers in India have proved to be a tough competition to the global BPO service providers. They contribute around 5% of the total revenue raised from prime 150 BPO companies from across the world. By using six sigma and lean methodologies, BPO services in India aims on performing the root cause analysis.

Companies outsourcing the backend business operations to the call centers tend to be more effective and better at self service arrangements. Search conducted by Forbes displayed that 72% customers reach out for information online to help them but from them, only 52% gets successful to locate the right information. This is the point where clubbing with efficient and reliable call center can prove to be useful especially with the e-commerce business as this will boost their online presence as well as sales. Other benefits are:-

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1. Business Growth – BPO companies helps in improving business growth internally by simplifying the process.
2. Improving the Customer Satisfaction– Big & small business organizations costs are reduced & processes are eliminated by the service providers which add no value. In this way, organizations can targets primarily on delivering quality customer services.
3. Bettering company’s approach– Through BPO’s, businesses help gaining flexibility and adaptability as per the dynamic business environment.

Thus, enterprises look for partnership with BPO providers that can strategically lead them to redesign their business models and hence improve the revenues.

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Increase Profit Margins with Outsourced Call Center Services

Whether your business is small, with less than a hundred employees, or a multinational enterprise which spans across various continents, having a dedicated team to handle customer calls is an added advantage. The benefits are even more pronounced when you hire an inbound call center to manage the important tasks.

While it’s required of your in house staff to handle incoming customer calls on top of their primary role, it is possible and it’s not a sustainable model. Your best workers could end up handling customer calls all the day and not have the energy left to do what you hired them to do. 

If you are still under the impression that outsourcing an inbound call center is a luxury which is reserved for large companies having huge budgets with them then think again. Your team could be stretched too thin in handling and entertaining customer calls- a task which is actually full time task in itself. It’s likely that they won’t prioritize customer interactions as much as they do their primary jobs which also mean that these calls are not given the proper attention needed. Hiring an outsourced inbound call center can help you avoid revenue loss. In most cases, it can even help in increasing profit margins. Let’s find out how:

•  Professional Expertise

You benefit from the years of experience of handling various customer scenarios of your outsourced call center partner which understand your business needs. Since it’s their core expertise, they know the in’s and out of that specific industry. They’ve implemented metrics to make sure quality call handling and use latest technology available to optimize resources. A professional outsourcing company can provide guidance and give suggestions on how to run customer service sector to get the best results.

•  Increased In- house Employee Productivity

Your in-house staff can focus on their primary roles, when you are assured that customer calls are handled by the experts. You get to make most of the talent you already have the strong point of the employees and they also have more time, energy and resources to become better at what you hired them for.

This results in increased professionalism and enhanced efficiency because the employees are not distracted by the jobs that are capably handled by outsourced partner; you reap the advantages of the unique skills they bring to the table.

•  Improved Customer Experience

Because outsourcing call center service companies front liners have call handling times and other quality metrics to stick to, they interact with clients in more professional manner. It’s also a job that they have been hired to do, so they strictly follow the guidelines to ensure optimum customer satisfaction.

As compared to having an in house staff who is answering calls on top of their primary roles, having a dedicated team to make sure of the customer getting best attention possible will not only satisfy customers but could even earn you lifelong product advocates.

This kind of loyalty ensures that you have a core set of people who will buy from you again and again. Not only this, they will put in a good word for you with their peers and social circle. It can act as a competitive edge within your industry. 

An outsourced inbound call center has the expertise to explore opportunities as well as tools and training to optimize their time. They can help you earn more revenue for your company through up-selling and cross-selling techniques.

Front callers can give their full attention to find solution for callers by using various tools and techniques to turn things around. In short, the right outsourced inbound call center will help earning the trust and loyalty of the customers- a formula for long term business success.