Outsourcing has been the trend among several companies in western countries. That is because of the cost benefits that it provides. Outsourcing makes you concentrate more on the business and let others do the hiring and training of staff, installation of software and others. All you spend on is the services that the outsourcing business provides. Thus outsourcing is a growing trend, and if you are managing a small business, you could use it too.
If you look at what section many businesses outsource, it is almost always their customer support. Outsourcing was first discovered in India. Companies send their number to call centers in India – whenever a consumer calls, their call would be forwarded there and a representative from India would response on behalf of the business. They would also expand any support services that may be necessary.
Here are some of the common call center services that outsourcing companies offer.
E mail support – Though we’ve got well-known and more prompt settings of communication like E-mail, and chat, SMS is still one of the most conventional and formal kinds of communication. It is not considered official unless something is mentioned in an e mail. To deal with clients’ e mails could be a heady task – so this is mainly outsourced. Representatives from distant locations deliver and receive e-mails on behalf of a company. Thus this is one of the most popular call center services.
Live chat – As stated above, live chat is one of the most popular instant settings of communication. Live chat can come in the form of chatting straight from a website console, where you can type in your questions and answered promptly by an operator on the other side. Answering that query promptly will possibly result in a profit. If there was no live chat, the prospect might not consider the efforts to inquire about that at any other time or any other method of conversation. He might just abandon the website. You do not want that do you? Especially, if your company deals in the selling of products, live chat is a great tool to increase revenue. This process of answering live chat is likewise usually outsourced and is one of the most in-demand call center services nowadays.
Phone services – Answering telephone calls, as you know is one of the primary functions of a call center. They receive and make calls on behalf of their customers. Today, representatives at call centers not just act as simple agents who answer calls, but in addition helps in making sales decisions. They provide information to prospects on making purchase decisions. Additionally they bring in new business to their customers. Consequently this requires the capabilities of a call center to the next stage – that of accelerating from answering phone calls to influencing essential decisions.
Ticket Support – With thousands of queries each day, it is not practical to have all of it responded to, that is why a ticketing support is also essential add-on for email support. So the concept of ticketing was introduced. An individual can deliver a question to a business by using e-mail, they will automatically receive a “ticket”. This implies that the email has reached them and will be clarified in a short time. The reps from the call center will certainly answer inquiries based on the order of tickets. This ticketing support is effective for companies that sell products – if clients have complaints or need assistance, they can send a mail and will also be treated as tickets. This method also works well with many companies when outsourced.