Teaming up with an outsourced call center is an essential partnership for your business. Many companies find themselves struggling to operate an in-house call center. Whether you plan on doing inbound calling, outbound calling, or both, outsourcing call agents means you can save a lot of time and money. Most importantly, your company will be able to provide your customers with much better service by increasing response time and communicating through omnichannel platforms. In a world where people expect responses within minutes, it can be challenging for companies to keep up. Call outsourcing is the solution to this problem. With 24/7/365 support, you can rest assured that your customers are getting the help they need no matter the day or time. Teaming up with an outsourced call center has many benefits, but let’s look at just a few.
Better Customer Service Through Call Outsourcing
First and foremost, by outsourcing your call center, you can provide your customers with better services. Keeping your customers happy is very important to the success of your business. All companies have strategies about how to bring in new customers and how to retain pre-existing customers. By being able to do both, a company can grow and become more profitable. It all comes back to customer service.
According to Microsoft’s Global State of Customer Service, 90% of Americans use customer service as a factor in deciding whether or not they want to do business with a company. This is a huge number! You could have the best product or service in your industry, but without high-quality customer service, your customers will shop elsewhere. The survey also says that 58% of customers will switch companies because of poor customer service. Many customers don’t believe in second chances. If they are burned once, they have no issue taking their money elsewhere.
One way your company can stand out is through stellar phone support service. How many times have you called a company for help, only to have your call answered by a robot? Sometimes it’s nearly impossible to reach a human. If you can speak with a representative, the wait time may be long and frustrating. According to Sharpen, the average person will spend 43 days of their life on hold. This is truly crazy! We know you are busy. You are probably wondering how you can quickly answer calls when they are coming in at all hours of the day.
How Outsourcing to a Call Center Can Help
Enter the outsourced call center. At Millennial Services, we take care of inbound calls for you. Our agents are available 24/7/365 to answer phone calls from your customers and provide them with solutions and high-quality support. Your customers will never be met with a robo-answer, and their wait times will be short. A good phone call goes a long way! Even if your customer is calling in with a complaint or return request, they will be pleased with the high level of customer service they received over the phone.
Additionally, in today’s digital age, phone support is a fantastic channel to provide for customers. While younger customers would rather live chat, email, or communicate over social media, the older crowd sometimes prefers to do things the old-fashioned way: over the phone. By having phone support services, you can cater to a broader range of your customers, not just the young or technologically-adept ones.
Save Time & Money
Outsourcing a call center can save your company time and money. Companies that try to run their call center in-house struggle to find employees that have enough time in their days to answer calls. This usually turns into having to hire employees dedicated to running the call line. By outsourcing the call center, you save on all those extra salaries of call center employees that you won’t need.
Also, you are saving a lot of time. No one has to waste their day answering calls and tracking down solutions to customer problems. Your outsourced agents will take care of each customer call efficiently and professionally. Agents are well-trained in the day-to-day operations of your business and how they can help customers with a variety of specific and unique needs. When a customer calls your support line, they will have no idea that they are speaking with an outsourced agent. All of our agents are US-based and native English speakers.
Last but certainly not least, by teaming up with an outsourced call center, you can see a notable increase in KPIs. For example, companies that use call outsourcing often see an increase in customer retention rates. With the improved customer service on inbound calls and reaching out about new products/services/sales via outbound calls, your customers are more willing to stick around and continue to do business with your company.
Another indicator to consider is customer acquisition cost. Through outbound calling lead generation services, you will be getting more customers in no time for a lower price! Outsourcing your call centers allows you to acquire new customers at a much less expensive rate than other forms of advertising. You can also look at customer satisfaction rates. Often, companies will send their customers a survey to rate their experience. With an outsourced call center improving customer service, you will most likely see customer satisfaction increase.
If you are looking for a new partnership in 2021, there is nothing better than teaming up with a call center outsourcing team. Outsourced agents will handle all of your inbound and outbound call needs. An outsourced call center is an excellent way to save time and money while also increasing KPIs and the overall quality of customer service. For more information about how an outsourced call center can help your company, contact Millennial Services today.