Call Centre Outsourcing: How To Boost Support Quality And Availability

Businesses develop different strategies to attract more customers as well retain their current customers. The former can be done through lead generation services, where a business identifies prospects and converts them into customers using different tactics and platforms. As part of retaining customers and maintaining high levels of customer satisfaction, a business will look into improving their customer support.

Both lead generation and customer support are services offered by call centre outsourcing services. By outsourcing these functions, a business can reduce costs while also offering customers a better service. In addition to these two factors, there are two other key factors that a business will consider when outsourcing their customer support and lead generation services. These are increased support quality and availability.

Support Quality

When we talk about telemarketing, what often comes to mind is a disruptive phone call from a call centre operator who follows a script to introduce a product or service to us and encourages us to purchase it.

While this may have been true years ago, telemarketing today is so much more than cold calls and outbound strategies. Lead generation services also look at inbound telemarketing, where the customer initiates the interaction with the business. A business may attract potential customers through blog and social media posts and pique their interest. These potential customers will then reach out to the business through various methods, like hotlines or live chat support services, to find out more about the product.

Whether they are outbound or inbound, telemarketing can be tricky and requires operators who are familiar with the products and services of a business and know how to respond with patience and interest regardless of the direction the conversation takes, especially when it goes off script.

Similar qualities are expected from customer service, where operators may have to deal with frustrated, angry, and stubborn customers without losing their composure.

Having a team of operators that follows a script while also ensuring the conversation flows smoothly and ends on a positive note takes training, skills, and experience. The quality of the service, whether they are lead generation services or customer support services, depends on this.

Unfortunately, a business may not have the capacity and resources to hire, train, and maintain a team dedicated to customer service. This is why it is vital that a business considers call centre outsourcing, where they can have a team of professionals dedicated to handling their customer service as well as telemarketing.

A call centre may also provide the business with regular reports on various key performance indicators like customer satisfaction, conversion rates, call handling time, and abandon rates. These will give the business an idea of how well their customer service is being handled and why customer centre outsourcing is a smart choice.

Availability

Businesses are always working towards increasing sales and customers, which in turn leads to growth and expansion. However, with growth comes a larger volume of inquiries and customer concerns. While a small team may have been sufficient to handle customer support during the early stages of the business, the customer support team will have to scale along with the expanding business.

An under-staffed customer support team will pose challenges in terms of availability. This means that customers and potential customers will be required to spend a long time waiting to be connected to an operator and may not have an issue resolved for a long time. Such factors have a negative impact on customer experience and customer satisfaction, which in turn affect the reputation and sales of the business.

This is where call centre outsourcing can be of great use. A call centre will have a large number of agents or operators who will ensure customer inquiries are answered and issues are resolved without delay. Customer service outsourcing services will have teams trained to handle different issues and problems customers have, thus ensuring customers do not spend hours being transferred from one desk to another.

In addition to this, a call centre may offer additional services like telemarketing and lead generation services, as well as live chat support services. With chatbots and related technology, a business can give customers a way of contacting them in a convenient method that is time and cost efficient.

With live chat support services, a customer can contact a business and have issues resolved even out of their hours of operation. This increased availability is a key benefit of call centre outsourcing.