Top 5 Call Center Outsourcing Guidelines - Jorge Noa - ContactCenterWorld.com Blog
A call center is must for every business house. It helps to enhance the credibility and goodwill of a business firm largely. A firm derives many important advantages through an outsourcing call center.
An independent calling agent provides a plethora of call center outsourcing solutions to his clients. A customer wants excellent customer service from your side. According to one estimate, around 69% of the satisfied customers in America would recommend the same brand to others by the way of mouth publicity.
Crystal Clear Communication:
For every contact center, an excellent communication strategy is a key. The Salesforce has stated that 70% of contact centers are now expanding their business using virtual tele calling agents to offer the astute Call Center Outsourcing Services to customers addressing customer’s grievances in a more effective matter.
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Go for the Best:
The McKinsey has stated that now companies are focusing to bring in 20% increase in customer satisfaction in the next couple of years. Hence, outsourcing your customer service support to the best contact center is highly recommended.
Use of the latest technology at the Business Process Outsourcing or the BPO firm is extremely important. Customers want their queries to be solved immediately. However, a calling agent cannot do so unless he installs effective technology at the contact center.The use of social media as an effective medium to communicate with the customers is highly appreciable. The Salesforce quoted that 52% of the respondents felt that Facebook is the best social media platform to initiate direct chats with the consumers.
Skills Matter More:
Usually, the entrepreneurs are more attracted towards selecting the low bidder to manage their customer support work. However, it should not be done. You must exercise utmost caution while hiring a calling representative. His communication skill is directly related to the success of your business.
Customers do not like to wait in the queues. It is extremely important for a contact center to keep a customer engaged in IVR while other calls are being attended. A call center business outsourcing firm should make the interaction with callers a hassle-free process. Harris Interactive stated that 75% of the callers believe that it takes a lot of time to reach a live agent. A calling agent must ensure that all the callers are being attended to in no time as far as possible.
Publish Date: July 24, 2017 12:10 PM
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