More and more businesses are tapping call center outsourcing companies to streamline their operations, enhance growth, and drive revenue. It is now possible to outsource everything from customer service and back-office tasks to social media marketing and even marketing surveys.
Outsourcing is certainly an excellent solution to many business needs, but only if you work with the right one.
Kicking off the year, many call center companies are stepping up their game this 2016 with innovations and improvements. As the industry is taking on the challenge to have better customer service, changes are underway to satisfy the needs of tech-savvy customers.
Here are the trends experts predict will have a huge impact on the call center industry this year.
Improving Business Process
As more and more companies discover the convenience of subcontracting their processes to a third-party call center service, business process improvement is getting more attention.
Clients and call centers are enhancing processes in terms of quality, speed, cost and flexibility. This allows call centers and business outsourcing companies to analyze the client’s processes and identify the scope for enhancement. Business process improvement may also include creating training aids for various skill levels, implementing technology changes, and mapping out processes to accomplish ideal results.
In October 2014, the number of active mobile devices exceeded the number of people on earth, with mobile phones breaching the 7.22 billion mark against only 7.19 billion people recorded by the U.S. Census.
As mobile device usage continues to grow, customer service companies are also leaning toward products and services that satisfy the demand of their customers in this front. Major call center services, for instance, understand that customers now tend to make transactions through mobile devices, and are using mobile applications to connect to end users.
The customer service industry predicts that people will continue to demand effortless interaction through mobile channels and inbound call center services. They will be expecting more mobile-friendly websites and customer support channels, and more social media-driven customer support agents that they could reach through their mobile phones.
Outsourcing is the latest buzzword nowadays in the business world. Outsourcing is the process in which an organization entrusts their business functions externally or to third-party companies. Business process outsourcing is an organization that performs a process outsourced by another organization. The first record of business process outsourcing activity dates back in 1949. BPO comprises in various activities such as accounting and book keeping services, HR services, data conversion services and IT services. Payroll processing was the first main function, and it still remains one of the most common outsourced tasks in the industry today.
A customer service call center is a type or a subset of a BPO. Customer service is the foundation of any company. Call centers are involved in tasks such as entertaining customer queries, complaints, telemarketing, product services and more.
Customer satisfaction is the most important part of any business. This is why organizations are dedicated in achieving the satisfaction of customers with providing them immediate response and timely results. Besides, they deserve the care and attention because they paid the price for availing the product. Companies, whether big or small, can either develop or outsource a call center. It has been proven and it is widely known that outsourcing call centers have done a huge role in improving the business of organization and their customer service.
What are the benefits of outsourcing a call center?
If your business does not have twenty-four-hour assistance, that means your customer’s needs may not be addressed at some parts of the day, which is not the kind of service they would want. Call centers are readily available for queries, 24/7.
To focus on their core competencies, numerous businesses turn to call center companies to lighten the workload. From customer support to back-office tasks and online marketing, outsourced call centers have proven to be a boon to many industries.
Apart from sharing the workload, however, outsourcing your call center also offers an excellent way to optimize your operations and boost efficiency.