Ecommerce and retail companies can significantly benefit from a quality call center. While there are many ways for customers to contact companies, calling remains one of the most popular. There’s nothing like hopping on the phone, talking to a live representative, and getting timely help. Every eCommerce and retail store should have a call center, but it’s critical that this center provides high-quality service. A call center strategy can easily backfire if there are long wait times and unhelpful agents on the other end. You might be wondering where you will find the labor and resources to run your call center. By outsourcing your call center, you can save time, money, and resources. Outsourcing improves the quality of customer support. Read on to learn more about the benefits of call center outsourcing.
Fast Response Times Through Call Center Outsourcing
In 2015, a study by Consumer Reports found that 57% of people have been so frustrated by their experience with phone customer service that they have hung up the phone before getting a resolution to their problem. The study also stated that 75% of people were “highly annoyed” when they couldn’t reach a representative on the phone in a reasonable amount of time.
These stats alone show how important it is for your call center to be equipped with enough agents to handle the volume of calls. It can be challenging to minimize wait time when using in-house agents. Your staff might not be robust enough to provide timely responses to each call coming in. Here’s where outsourcing your call center comes into play. At Millennial Services, we will outsource your call center with an appropriate number of agents. That way, your customers experience zero or minimal wait time.
Call Center Outsourcing Provides 24/7 Support
Often, customers need support outside of the regular 9-5 business hours. This is especially true in the retail and eCommerce world, where customers need to make returns, exchanges, or receive specific help related to a purchased product. At Millennial Services, our agents are on standby to provide support 24/7/365. Our support is also scalable. Maybe you don’t need 24/7 support all year long, but we can offer the additional service during high-volume times like the holiday season.
Top-Notch Customer Services
Reducing customer wait time is only half the battle. Once you are on the phone with the customer, it’s crucial to provide top-notch support. While you may have the best intentions with your in-house call center agents, it can be hard to provide support. This is even more true if these agents have other jobs to do besides answering calls. Outsourced agents, on the other hand, have one job: to answer your customer calls. These agents are solely dedicated to the task of providing the best phone support possible.
Solutions-Based
Whenever a customer calls with an issue, the agent should always approach the problem with a solutions-based strategy. No customer should ever hang up feeling their like problem wasn’t resolved. At Millennial Services, our agents become experts in your company processes. Whether a customer calls about a return, exchange, defective product, or shipping questions, we are here to provide accurate answers and solutions. In fact, your customers won’t realize they are talking to an outsourced agent.
Save Time, Money, and Resources
As a retailer or eCommerce site, outsourcing allows you to complete other tasks such as expanding inventory or improving the website. Companies that try to have an in-house call center often realize they have a lack of human resources and need to hire new employees as agents. The amount of time and money spent on hiring, training, and paying new salaries/benefits can be a financial drain that forces you to reallocate money from elsewhere in your business.
If you are looking to invest in a way that will help your retail or eCommerce company grow, outsourcing your call center is a step in the right direction. Not only will it save you time, money, and resources, but it will also greatly improve the level of customer service you provide to callers. While we may think that in today’s world most customer interactions go through email, live chats, or social media, in actuality, many people prefer a phone call. A phone call can be much more personal. It also reduces a lot of the back and forth communication that occur on other platforms.
Call Center Outsourcing
At Millennial Services, we provide call center outsourcing to numerous retail and eCommerce companies. Our agents are well versed in providing support in this realm. In addition, we take the time to learn all about your company. We are prepared for any issue or question your customers have. In addition, we help you track key performance indicators (KPIs). This way you see the direct impact an outsourced call center is having on your business. Stats such as call wait time, customer turnover rates, and customer satisfaction ratings can all help you analyze the success of outsourcing your call center. For more information about Millennial Services and outsourcing your call center, contact us today.