Fix your Customer Service with a Call Center Service
Successful companies stay focused on their most profitable activities – their core competencies. In a cut-throat market rife with competition, knowing what functions detract from your overall company mission and outsourcing them to a Business Process Outsourcing and Call Center company is a key facet to staying ahead of the curve, and the competition.
The alternative to this of course is to take on all processes in your firm, hire extra personnel to man all communications channels, get a team to do all your document processing and invest in expensive high-end technology to establish a fully-fledged contact center technology that will change in the next 6 months. On checking costs versus returns, this turns out to be a non-feasible proposition. Countless firms have learnt this retrospectively to their detriment.
On in-depth analysis of highly successful firms across various industries, we found some effective benefits of outsourcing that led to a marked increase in profit.
- Scaling up and down of campaigns
Companies who adapt fastest and are most flexible to market changes and seasonality get the most returns. Outsourcing your marketing campaigns, your telesales and your direct response customer service allows you to requisition more resources from the call center when volumes are high, and seamlessly reduce resources when call volumes are low. This reduces your costs as well as allowing you to accommodate surges in demand. In example, statistics say that, on average, 30% of annual sales happen in the Black Friday holiday shopping season. This is a massive opportunity which can be missed if you don’t have the resources to manage the influx of customers and enquiries.
- The Big Impact of Big Data
The fastest growing firms say that equally important to sales are customer profiling and data. It is an eye-opener how much customer lifetime value has on their healthy bottom-lines. Call Centers concentrate on driving your business but simultaneously employ sophisticated Customer Relationship Management technology to collect data on why people call, what products they want and most importantly, their levels of satisfaction. This feedback educates product development and gives a big advantage to companies looking to grow.
- Know-How and the Knowledge Leap
Call Centers tend to have lots of clients. Leveraging this expertise allows them to provide industry strength solutions which give you an edge in terms of performance, customer retention and profitability. Plugging along on your own or setting up an in-house center limits your access to these value-hubs and may constrain achievement of your ultimate company goals. Outsourcing to specialists with vast experience in different industries allows you get the support you need to focus on what your firm needs to focus on now, with minimal distractions.
- Quality Quality Quality!
Yes, this has to be repeated three times because it is the nerve center of company longevity, growth and success. Customer experience metrics such as service levels, customer satisfaction and longest wait on queue all matter. All customers matter and that’s why it is important and beneficial to have dedicated subject matter experts to handle customer interactions and give you the data to have intimate knowledge of your customer’s wants and needs. Call centers have Quality Monitoring capabilities including live scoring and call recording. This ensures reportable outputs giving valuable insights on your actual customer experience performance.
- Social Media, the incredibly amazing person your company can be
More and more, companies making big leaps in profit are using Social Media to do so. However this is a double-edged sword. Massive losses have also been incurred due to unprofessional social media handling and bad mistakes. Top successful firms realize that in the world of Social media, the company is viewed as any other person and how this ‘person’ interacts with others and their personality governs whether we like them or would want to do business with them. Thus letting social media experts in the call center space is a small wise decision that leads to a big impact to bottom line results on a tiny budget.
In conclusion, the basic idea behind outsourcing call center services is to get the best out of your money. The call center partner you choose will be the voice which your customers hear, so finding a call center partner who can provide quality customer support services is of utmost importance. For information relating to this, contact C&R Group Call Center at digital@candgroup.co.ke
If you are looking to add your capacity to handle inbound, outbound, voice and non-voice communications in order to limit costs and improve customer engagement to increase return on Investment choosing a partner like C&R Group will help you get to the next level. Some services offered include:
Denis Githinji – Customer Experience Manager
