Call center agents are great for when you have a lot of calls to answer daily. Not all agents are created equal, though. Consider these traits as you look for call center services.
Did you know that the number of people who speak languages other than English has gone up tremendously? People in the United States, in particular, are starting to speak more Spanish. To capture this audience and expand into other markets, hire agents that are bilingual.
When you’re talking to a customer who doesn’t speak English, you need an agent who speaks their native language fluently because they’ll steer the conversation in the right direction. Furthermore, these agents help you target a more diverse audience in hopes of garnering more sales.
According to the 2015 census data, 17% of the total population in the country is Hispanic. By the year 2060, experts expect that number to almost double, with the Latino population making up to 30% of the population.
If you’re an entrepreneur, this is an exciting forecast, and one that you should be taking advantage of as early as now. Hispanics in the USA are one of the fastest-growing market segments. In fact, their buying power rose up to $1.5 trillion in 2015, a rise of 50% compared to five years ago.
With such big purchasing potential, you want to position your business as something that can satisfy their needs and deserve their loyalty. To achieve this, outsourcing your customer service to a Baja call center simply makes a lot of sense.
As your company starts to grow, you’ll need to seek assistance with communications. Call centers can help with this aspect by providing better business efficiency, increased customer satisfaction, and more sales. When looking for a call center provider, here are some attributes to be mindful of.
Since 1928, Tijuana, Mexico had an infamous reputation as a city of sin. Today, however, it is being touted as the future of trade, with experts hailing the strategic area as one with massive economic promise. In fact, many expatriates are flocking to Tijuana for permanent residence.
In addition, its proximity to the United States and ready access to the Latino market have inspired companies like Uber, Busca Corp, and 3DRobotics to make it their home base.
Furthermore, Tijuana also gives businesses access to the thriving Latin American market. Its population is double the size of Canada and the US combined, and middle class consumption has grown by more than 70 million in just a few short years. Better still, it’s quickly becoming more global and connected; there are more than 231 million Internet users in the region at present.
In a nutshell, business process outsourcing (BPO) simply means you hire people outside your company to fulfill tasks that used to be performed by your own employees. Often, it is more cost-effective to work with a third party provider than to hire an in-house team or full-time employees.
While BPO has been a buzzword for quite some time now, it’s can still be a challenge to determine exactly which processes you should outsource and which ones are better left within your organization.
When to Outsource It
What tasks are ideal for business process outsourcing? Often, these jobs are ones which can be done more efficiently or less expensive elsewhere. For instance, an outsourced customer call center service is a much better option than hiring an in-house team for customer service.
Having a thriving business is a dream you’ve always wanted, but this comes with some challenges like managing communications. This can be hard, especially if you don’t have enough people on staff. Business process outsourcing can help with this aspect, and here is how you can be successful with it.
In today’s competitive business environment, customers want prompt responses and timely results to their requests. For small companies, it can be frustrating to keep up with the demand due to lack of resources that will provide you with enough employees to perform the company’s normal operations and to interact with customers at the same time.
Luckily, there is a solution: you can easily find providers of outsourced call center service.
Types of call center services to outsource
Generally, there are two major categories of call center services that you can outsource: customer service and sales. The latter is responsible for scheduling appointments, interacting with your marketers, and taking orders from your clients. Customer service, on the other hand, may make outgoing calls to your customers who have not left clear responses or may act as dispatchers—improving communication between your employees and ensuring that everyone is aware of their personal goals and duties.
In the past a few years, many businesses have literally been put through the ringer—assigning employees multiple functions with less time to accomplish all the goals needed to advance the business operations to the next level.
What further worsens the situation is the fact that it is even more challenging for SMEs to find the right staff, train, and maintain a qualified and dedicated service team. Hiring call centers in Mexico to help your company manage its inbound and outbound calls, inquiries, and other customer touch points will, therefore, free your staff to focus on the most pressing goals for your company’s growth.
When to Outsource
Before you outsource any business operation, it is crucial to carefully audit the processes to establish the ones that can be trusted to third parties. If the task or process is something that the company considers as busy work, you should find an easier way of dealing with it.
Meeting the demands of customers can be quite challenging if your company is rapidly growing, or if you don’t have a large business. It doesn’t have to be, though, if you use outsourcing call centers. These communication specialists are dynamic and useful in the following ways.
Provide Better Solutions
Having help from experts who are trained in communications often yields better results. Call center agents can engage customers in an empathetic manner, seeing their side of things. Solutions are then readily available because the agent doesn’t have to deal with a volatile customer. Both parties are working together for the greater good of the customer, since their needs are your first priority.
Additionally, outsourced call center agents are trained to handle a wide variety of problems. In fact, you may even find that they’ll have more solutions than your average employee.
Cost Management Tools
There are outsourcing call centers out there that provide useful cost management tools. Using these tools, they can measure per-call costs. This is vital for evaluating the effectiveness of operations and seeing what areas need the most improvements. Most in-house call centers don’t have access to such tools.
Per-call costs are important, but so is the way customers are treated. Call centers have the ability to measure answer-time and call-times overall, letting you know how effective your communications really are. If answer-times are too long, prompts can thus be created to better serve customers.
Depending on outsourcing call centers can vastly improve customer satisfaction, and help you retain loyal customers throughout the years. Their knowledge and tools are not to be undervalued just because they don’t work onsite.
The call center is one of the most sensitive areas of your business. The success or failure of its performance is sure to be reflected on how customers perceive your organization. In fact, the performance of the two is often inseparable.
It’s All About Communication
Remember that business is all about communication. Apart from always staying in touch with your clients, you’ll need to deliver crucial information and data to your staff within the shortest time possible even when they are far away from the main office.
On the other hand, your staff should have an efficient means of delivering feedback and making quick requests and seek for approvals that would be beneficial to the organization.