According to Forbes Magazine, companies waste as much as 71% of potential leads. One of several main reasons for the failure: companies don’t respond fast enough – with one report finding an average return call of 46 hours and 53 minutes to a customer takes. In addition, the salesperson that makes that call only attempts 1.3 times before moving on. With an outsourced contact center, you can delegate the lead follow-up tasks to their operators, freeing up your salespeople to focus on those leads that are most likely to convert to customers. Or simply open a new sales channel, by allowing a outsourced contact center – whose employees often have extensive experience in lead conversion – to handle your lead contacts for you. An outsourced contact center offers significant benefits to your business, allowing you and your employees to focus on what helps your company grow. Employees are able to focus on important business functions without constant interruptions from ringing phones. However, many companies may not be aware that a U.S. BPO contact center (outsourced contact center) can also increase sales and provide you with a significant return on your investment.
Outsourced Contact Center Employee Costs
Business process outsourcing ( or “BPO,” often used synonymously with outsourced contact center) could eliminate the need to hire additional staff members, saving you money on salary and benefits. If you are operating a small business, you may not be in a financial position to add new staff and pay them a competitive wage. By choosing an outsourced contact center to handle routine receptionist duties, you can get a full-time employee for much less than it would cost to pay the salary and benefits of an additional staff member. For this reason alone, the ROI on an outsourced contact center should be a no-brainer.
The Reassurance of a Human Voice
An outsourced contact center allows customers to hear a human voice and not leave a voicemail when your employees are busy. According to research by the Harvard Business Review, the number of people using voice mail dropped by eight percent in 2012, and people who actually retrieve voice mail dropped by 14 percent. In fact, many customers say that when they reach a company voice mail, they simply hang up and call another company, rarely ever leaving a message. Customers want human interaction and an outsourced contact center provides that interaction. The customer hears a friendly voice who answers the phone using your company name. It provides the human touch that customers want, making them feel as if their call is important to your business. Therefore, U.S. based outsourced contact centers can lead to more sales and a better bottom line, further indicating the ROI on BPO.
Improve Inactive Selling. Re-Engage with Customers During Down Periods
Every industry has peaks and valleys in their sales. Retail stores often see very high sales volumes around the holidays while a tourist destination may see higher sales in the summer or winter months. During times when sales are slow, an outsourced contact center can be used to reach out to inactive leads or customers who have not purchased in some time. Rarely does a small business have the staff to handle this type of sales call, even during slow periods, as there are other duties necessary to keep the business operating. An outsourced contact center can provide this service for you at a relatively low cost.
ROI Is in Customer Satisfaction
One area where an outsourced call center can provide significant ROI is in determining customer satisfaction. A call center can be used for follow-up calls to customers who have recently purchased from you or to conduct market research for your next product or service. The outsourced contact center is able to identify specific problems that customers may have encountered, allowing you to adjust your practices so those problems are addressed.
New Product Release? Contact Engaged Prospects
Along with customer satisfaction, an outsourced contact center can do double duty as “press release” vehicle, in numerous ways: announce new products or services; announce a new release for an available new product, or create buzz for a new product that’s going to be released soon; a call center can “turn prospects into customers” by contacting engaged prospects who didn’t convert the first time, and cross-selling them or informing them of availability for a free promotion, and any variety of services. Granted, email or website account space is usually used for these kinds of announcements, but depending on the price of the product (could be a B2B technology solution that costs $25K, but pays for itself in 18 months). Most of us have been cross-sold … you call your internet provider for spotty reception, and end up with a lightening speed new router for no additional cost (until the promotion is over!). Nevertheless, brand awareness and reputation are priceless, so successful companies do anything they can to maximize personal engagement – leading to sales opportunities.
Customer Retention – the True ROI on Outsourced Contact Centers
Even the most conscientious company in the world makes mistakes. When a problem occurs, how the company handles those errors can be the difference between losing a valued customer or retaining them. What many businesses don’t know is that call centers often have teams that are specially trained to work with disgruntled customers. They work directly with a customer who has filed a complaint or posted dissatisfaction on social media in order to resolve the problem in a mutually beneficial way. This can help you retain customers even when a mistake happens, another example of ROI with contact centers.
Native Language Improves Customer Satisfaction
For many years, call centers were located in distant lands, such as India and the Philippines. Customers expressed displeasure when they called a customer service line and were required to speak to someone for whom English was a second language. The language barrier often led to misunderstandings and a customer who was even angrier than when they initially called. For this reason, many companies are moving their customer service back to the United States – some of them re-establishing unequivocal positive results from bringing their offshore operations into U.S. based outsourced contact centers. In Michigan alone, at least six call centers were opened in only 13 months, and that number is still growing. This has led to anew standard for call centers where customers speak to someone whose native language is English and has provided significant ROI for companies who are seeing how United States-based outsourced contact centers create happier customers.
Outsourced Contact Centers in the U.S.
Whether your company is large or small, an outsourced contact center offers an excellent ROI as it creates more customer satisfaction and can actually help you turn leads into conversions. In addition, outsourced contact centers centers can assist you with customers who may have experienced problems and even help you learn what customers want from your company. A U.S.-based call center offers you optimized scripts, no time or language barriers and an immediate feedback loop. Do the research and the math and decide if you need to learn more about a U.S. based outsourced contact center might boost your ROI.