Factors That Affect The Quality of An Outsourced Call Center Services

The prime purpose of business establishing a customer support desk is to provide support to customers in solving their queries and concerns. Customer support desk call center is very crucial to the brand, as it is a place where customers call and create an image of the brand in their mind by evaluating the quality of service and support they receive.

The general trend prevalent with business is to avail outsourced call center services, as they are usually cheap compared to an in-house department. However, this cheapness of cost is not a reason to compromise on quality of service. The lines below give the factors that can affect the quality of service provided by an outsourced call center services.

outsourced call centers

Technology:

The prime factor affecting the quality of service provided by outsourced call center services to the customers is technology. If the outsourced call center does not have the latest or competent technology used in its infrastructure, then the customer won’t receive good service. No customer wants a lagging voice, or poor voice quality when he or she calls the outsourced call center services. Therefore, the outsourced call center has best quality integrated in its infrastructure.

Quality of Agents:

After technology comes the quality of agents in the outsourced call center services that can affect the quality of service a customer receives. It’s the agents with whom the customer speaks, therefore, the conduct of the agents is what makes the customers happy or despise the brand. Therefore, an outsourced call center services must have agents that are professional in their attitude and deal with the customers in the most courteous manner.

Information of Product/Service:

The agents cannot satisfy a customer by speaking about irrelevant matters, rather the agents of outsourced call center services need to have sound knowledge of the product or service which the business is offering. Only with good knowledge of the product or service, can an agent satisfy the customer by resolving queries or providing information which the customer expects from an outsourced call center services.

Bottom Line:

The crux of the matter is that the customer support desk must have the best technology and professional agents with sufficient knowledge of product or service to satisfy the customer and turn a random customer into a loyal customer.

 

Reasons For Selecting Outsourced Call Centers for Lead Generation

Contact or call center is one of the best ways of generating leads, besides the traditional advertising and marketing tactics. However, some of the businesses commit the mistake of making their sales team do the job of outsourced call centers.

Using sales department for leads qualifying is an under-utilization of resources. The best way is to avail the services of outsourced call centers to qualify a lead, and then transfer it to the sales department for closing. There are several reasons why you should opt for an outsourced inbound call center over letting an in-house sales team generate the leads.

outsourced call centers Availability:

It is one of the primary reasons that a business should go for outsourced call centers for lead generation. The in-house sales staff would usually leave the office when the timing is over. A business needs a team to generate leads in after work hours as well as on the weekends. Therefore, having the lead generation process outsourced to a call center ensures that the team is always available for lead generation.

Rapid Response:

The more quickly a customer receives the solution to a query, the greater are the chances of prospect turning into a customer. The experienced professionals of an outsourced inbound call center cater and engage the customer in a manner that the prospect consequently moves up in the sales funnel and turns into a lead.

Scalability:

The addition of agents as per campaign requirement in a cost effective manner is another benefit of availing the services of outsourced call centers. If you need to generate maximum leads, then you can easily increase the number of agents, and decrease it once the set target has been achieved. On the other hand, the addition or removal of agents in an in-house sales team is quite difficult.

Outsourced call center servicesConsistency:

The outsourced call centers can provide you with a template that provides response to all the queries and concerns of the prospects. Therefore, when you require a consistency in the lead generation number, then a professional outsourced inbound call center or an outbound call center can help you achieve your desired target consistently. With sales team working on different tasks at the same time, the consistency fluctuates, which a business never wants.

Follow-up:

The in-house sales team is only concerned with closing the sales only. The team of outsourced call centers can perform the additional function of following up with the customers as well. So that the customer remains satisfied serves as a medium for word of mouth promotion.

In a nutshell, the wise and smart choice for a business is to go for outsourced call centers to get the job done effectively, instead of overburdening the in-house sales team that may affect the performance.

Factors to Consider When You Outsource Inbound Customer Support Desk Process

Inbound customer support desk is one of the crucial and most important departments of any product or service oriented business. It is the department where the customers call and ask for solutions for their queries and problems. The performance of an inbound customer support desk directly affects the level of customer satisfaction. Therefore, most of the businesses outsource inbound customer support desk process to professional outsourcing companies.outsourced call centers

However, a business should not outwardly outsource its help desk customer support to any outsourcing company that offers cheap rates. The cheap rates can turn out very costly when measured in terms of business losing customers in a long run. Therefore, a business must consider the below mentioned factors when thinking to outsource inbound customer support desk activities.

Portfolio of The Provider:

The first and most important thing is that the business must check the portfolio of the call center services provider. In the portfolio, the business must check the kind of support the company has provided in the past, what kind of customer magnitude the company dealt with in addition to the target audience.

Kinds of Services Provided:

The second thing a business must consider is the variety of services the outsourcing company provides pertaining to inbound call center. There are chances that a business might further outsource its other processes like

  • Customer service
  • Technical support
  • Answering service
  • Chat support

Therefore, you must consider the variety in the service provided by the outsourcing company in addition to outsourcing inbound customer support desk service.

Quality of Professionals:

Only quality professionals can provide the level of satisfaction a customer desires. Before outsourcing your help desk support examine the kind of professionals the outsourcing company has on its payroll, which may include the previous experience they have, the proficiency in language, the accent and so on. Only go for the company that offers the best employees.

Summarizing all above, you don’t need to outsource inbound customer support desk process to outsourced call centers that provide you with the best quotes; rather you must consider the above-mentioned factors as well before outsourcing your process.

Marketing Advantages Provided By Inbound Outsourced Call Centers

 

The primary purpose of an inbound call center is to receive calls on the behalf of the business, and provide solution to all the queries and concerns of the customer. Businesses who have resources establish their own inbound call centers, on the other hand, businesses that are short on budget, hire call center services providers and outsource their call center.

Inbound outsourced call centers is a great way to provide customers with total satisfaction, in addition such call centers can also provide a business with great advantages from marketing perspective.

Inbound outsourced call centers

Enhanced Reliability:

An employee in the office working as a customer support agent cannot be relied upon, as the employee may be performing other tasks as well. However, when hired a call center services provider, all the customer’s issues, complaints, questions, and concerns are solved by the outsourced call centers agents in the most professional manner.

Round The Clock Service:

The employees of outsourced call centers are nothing like ordinary employees. It is a part of their job description to work round the clock in alternate shifts; therefore, the customer always receives support service.

Customer Satisfaction:

Call center services providers hire professional that have expertise in client dealing. Therefore, by availing the services of such a company a business ensures that the customer receives full satisfaction.

Customer Retention:

The top-notch services provided by inbound outsourced call center staff resolve all the concerns of the customer, leading to customer satisfaction, which consequently leads to customer retention.

Promotion:

The inbound outsourced call centers can also provide the marketing advantage of added promotion. The customer that calls the help desk can be provided with the additional promotion campaign that the business is running, this way two birds are killed with one stone.

In short, call center services provider offering inbound call center services, if effectively utilized can provide the business with great marketing advantages.