Outsourcing Customer Service – How Businesses can Benefit from it?

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    With customer service outsourcing, businesses can tackle their functionalities and keep up amid the COVID-19 crisis

    With the increasing uncertainty of the business landscape, more businesses are thinking of outsourcing to survive the ongoing pandemic. For the past decades, most companies have realized the benefits of outsourcing customer service. It is not only an economical method of delivering enhanced service but also establishes a healthy relationship with the target audience.

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    The traditional method of on-site and one-on-one customer service was getting costly for the businesses – otherwise, it was an excellent practice. However, even with an outsourced customer service provider, organizations have been found with a high customer satisfaction rate. Lately, customer service outsourcing has been a rising tendency for more businesses to consider during the widespread COVID 19 crisis – to provide with the desired business outcomes.

    Today, needy companies can acquire help from BPOs and call center agencies to meet the demand. Most of the inbound call centers operate all day and seven days a week, even including weekends and holidays. Thus, collaborating with the right call service provider can enable a streamlined business process. And, as per experts, it is always better to analyze multiple companies to discuss the business needs in detail beforehand.

    Clearly, the value organizations put on customer satisfaction is an indication of how they treat their consumers. With the increasing demand for customer support in a stressful time, brands can operate 24 hours of service. Hiring a team of telephone representatives to give continuous support is a need of the hour, and bigger brands have already been doing that. Due to this surge, the call center agencies are lifting their value as companies are sourcing professionals to rise above the disruption. And as a result, the managed services market is estimated to grow from $223 billion to $329 billion in the next five years – according to NTT Ltd.

    Businesses can make the most of outsourced customer service support to generate more sales, along with solving customer inquiries and taking orders. This can be quickly initiated by offering a value-added service to the existing customers as up-selling. For instance, while providing technical assistance to customers, businesses can offer them with other related gadgets or services. Besides, they can give audience discounts and freebies. Another way for companies to consider is outsourcing offshore call center services. This will help in reducing the operational costs as well as labor costs. Furthermore, it will extend the market reach due to different time zones.

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    Brands can increase their marketability and provide ongoing customer service with a “twenty-four-hour” consumer help that can any day contribute to the company’s profit – while improving the customer service experience, especially in sensitive times like COVID 19 outbreak.

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    Sudipta Choudhury
    Marketing professional with experience in B2B and MR industry. Skilled in Marketing, Strategy Making, Copywriting and Content Creation, Sales, and SEO with excellent Communication Efficiency. Holding dual master's degree focused on Marketing from IBS, Pune and ICFAI University.