Finding new ways to achieve growth while turning expenses into revenues may sound complicated, a process that would involve a substantial investment that may not work out as intended. Still, customer service outsourcing is a healthy way to achieve this.
Growing your in-house customer service call center can be challenging, expenses can drive you to reconsider how you are handling customer experience and expectations, with numbers rapidly turning to red when assigning more resources to address the growing volume.
The best alternative is finding the right BPO partner with experience in delivering the best-outsourced customer service for a price that allows you to cut your expenses and create the perfect customer experience without breaking the bank.
Customer service outsourcing is a key player in increasing profits and cutting expenses.
When putting together a customer service call center, a common mindset involves calculating the cost of infrastructure, hiring, training, and the day-to-day operational costs, which may add hidden charges as the operation moves and grows.
When growing exponentially, the needs become far too demanding for a business to easily handle customers’ needs without eventually breaking the bank and turning a call center into a significant resource siphon that seems to serve no purpose other than to comply with an obligation to serve.
For these situations looking at a nearshore BPO to help you with customer service outsourcing is a viable way to grow with savings starting right out of the gate from the cost of paying agents reduced by at least 50%.
Other benefits will show up as the operation begins moving to your nearshore partner. Infrastructure, software, hiring, training, and other processes that generated a cost are absorbed by your partner, giving you a considerable growth space.
But this may not fully answer the entire matter; while cutting expenses, how can I turn this into a viable investment return?
With hidden benefits from hiring the right customer service outsourcing partner, you can gain highly skilled and qualified agents and administrative personnel with years of experience in the field while leveraging their multilingual capabilities at a fraction of the cost.
These allow for customer experience, brand loyalty, and continuous growth in your loyal baseline of clients to grow without additional investment, generating a more extensive customer base that looks for your products and services through word of mouth.
An important study showed that 77% of customers interviewed answered that they recommended a brand to friends and families from a single positive experience. In contrast, a survey from American Express showed that one bad experience leads to at least fifteen people being informed of this and driving business away.
Making customer service efficient by putting it all in one place.
Another critical factor is growth, which ensures customers receive the best experience, is through omnichannel support for new and current clients.
While live chat has become increasingly common worldwide, especially for online purchases, there is still a considerable number of clients making use of phone and e-mail; leveraging other channels is possible, giving a broader set of communication options.
This means that having different channels can cause the information to be in other systems, complicating the customer experience and creating frustration when they must repeat their request repeatedly to the following agent that takes their call.
Omnichannel helps put everything together into one solution and make it available to any agent that interacts with the client, giving them a rapid response to their needs while also defusing the situation, which would otherwise generate a bad experience.
Outsourced customer service can use this method by implementing multilingual support into the channels, creating a better-focalized experience for clients looking to get support in their language, which helps them make the right decision and creates a better experience.
Feedback is a way to understand your clients’ needs.
But there is more to all of this than simply giving excellent customer service and experience to your clients; their thoughts and requests are essential, making their feedback a critical factor in making it to the top and staying there.
Providing clients with surveys and giving them the option to speak their minds helps understand how processes are working if products or services are selling and how customer experience can be improved to ensure customer satisfaction and brand loyalty are achieved.
Numbers will speak mainly of situations that you and your customer service outsourcing partner face, making efficient changes through this information. Identifying factors that could lead to improved business and better service means a faster investment return through customer service.
We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.
Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.
Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.
If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.