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Ensure Better Care of Your Customers with Outsourcing

The present age is the age of competition. In this competitive world where organisations are striving hard to get ahead of each other, it has become imperative that these organisations start focusing on their core-competencies. However, that does not mean that they will have to sideline their other business process. To remain in competition, they not only have to concentrate on their core-business process and offerings, but also have to streamline their other processes that are crucial for proper functioning of the organisation. The easiest and cost effective way to accomplish this by outsourcing certain non-core business processes to BPO companies.

Business process outsourcing allows a company to improve its overall efficiency and help it climb the ladder of success. Today, market is flooded with companies that offer business process outsourcing services. The BPO companies that offer these services claim to not only meet, but efficiently manage the end-to-end needs of clients and customers. One of the services that these companies have to offer that helps businesses grow is customer care and support service.

Off late, customers have become the one determining factor that no company can afford to overlook. How a company treats its customers decide the fate of the company. Customer experience and satisfaction level are two parameters that companies are increasingly focusing on. For, they decide the very fate of the company. If a customer experiences bad customer service, there is a high probability that he will shun ties with your company and turn to your competitor. If a business continues to disengage its customers, there is no chance that it will flourish and be successful. Thus, it is important to retain existing customers by offering them quality products and services. The best way to ensure that you customers receive excelling customer services is to outsource the customer care and support process to BPO companies.

Outsourcing customer care and support service is considered to be the cost efficient way to take care of your customers. It not only liberates an organisation of the burden of setting up a call centre and hiring and training call centre executives, but also ensures that its customer’s grievances and concerns do not get unheard. Leading BPO companies that offer call centre services employ a squad of qualified, trained and dynamic professionals, who have industry experience of offering outstanding customer service even in the most stressful situations. Not only this, these professionals have access to latest call centre tools and technology that ensures your customer will receive 100% accurate information and will make them happy and content.


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Forming an Alliance with BPO Companies is Lucrative for Businesses

As outsourcing has gained popularity over the last twenty years or so, an increasing number of organisations are contracting their non-core business functions to vendors that get their work accomplished by professionals in a timely manner and that too at reduced costs. Over these years, call centre has become one such function that organisations, be it a start-up or a medium sized enterprise, does not shy away from outsourcing. Call centre outsourcing has become so frequent and famous that it has become synonymous with the word outsourcing. This popularity has given rise to a misconception that is prevalent among common people. Across the globe, a large portion of population is of the opinion that business process outsourcing (BPO) and call centre outsourcing is the same.

The aim of this blog is to acquaint our readers with the concept of BPO and clear the doubts regarding BPO being the same as call centre outsourcing.

In terms of definition, BPO is defined as subcontracting of any business process of a third-party vendor called BPO companies. The business processes that can be outsourced include important tasks that are vital for smooth operation of a business, but do not fall in the category of core competencies of a business. A business mainly outsources its front office and back functions, which includes, but certainly not restricted to, contact centre function, customer support, technical support, telesales and telemarketing, human resources, pay roll, finance and accounting and IT support. As per the business requirement, a business can outsource an entire function or a part of function.

It is the organised structure of BPO companies and its streamlined processes that allow them to help organisations, regardless of their size, efficiently handle their non-core business functions including front office and back office processes in the most effective manner. They enable a business to streamline its process, accomplish its goals and improve the overall productivity and sales revenues.

Today, there are an overwhelming number of BPO companies in market that are offering a complete package of services that not only cover different aspects of business operations, but are also applicable across different industry domains. The services offered by industry experts help a business to:

  • Boost the number of computable business results
  • Gain analytics driven insights that help business plan and strategise
  • Access to expert advice
  • Access to latest technology
  • Reduced costs and improved revenues
  • Achieve desired results

All in all, forming an alliance with leading BPO companies is lucrative option for businesses.


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4 Tips to Help You Hire a Call Centre

Are you considering subcontracting your call centre function to inbound and outbound call centres? If done right, outsourcing call centre function can help you achieve you your business goals but, in case you get stuck with a not so efficient service provides, then outsourcing can be your biggest mistake. To help you avoid making this mistake, we have come up with some tips that you should consider before outsourcing your call centre function.

  1. Communication makes the task easy: The key to finding an optimal service provider that will take care of your inbound and outbound call centres functions lies in communicating. You need to have a clear picture of what you want to accomplish with outsourcing this function. Till the time you are not clear about what you want, you cannot zero down on a vendor. You need to clearly decide the scope of work with the vendor. You need to communicate your expectation regarding tasks that need to be accomplished, budget that should not be exceeded and timelines that need to be met. Till the time you are not able to communicate clearly, you won’t be able to hire a vendor.
  2. Technology Upgradation: Subcontracting your customer support and calling function to inbound and outbound call centres is an easy and effective way to access the latest technology available in the market. Choosing a service provider that has acquired all the latest tools and implements latest technology not only ensures better customer experience, but also validates you to access and leverage the technology for your benefit.
  3. Better Utilisation of Human Resource: Outsourcing a function gives you the opportunity to get in touch with new professionals, who have different skill sets and areas of expertise. This enables a company to increase its talent base. Therefore, when you are scouting for a service provider to outsource your inbound and reliable outbound call centres functions, consider hiring a service provider that is located at a different geographical region and employs executives who possess skills that you current staff lack.
  4. Say No to Cost Cutting: Today, outsourcing is not about saving money by cutting corners. The sole intent of a company considering outsourcing is to get the job done efficiently and promptly without compromising on quality. To ensure that all these parameters are met, hire a reliable outsourcing company that has proven track record in the industry and not the lowest bidder.

These are the top four points that a company should consider before subcontracting its business function to an outsourcing company. These points will help you choose an outsourcing company that will help you accomplish your goals.


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Simplicity holds the key for an effective outbound call centre solution

With changing times, many of the leading experts have agreed that a simple and time-saving customer experience is an absolute must for sustaining organisational success. However, the question arises, how does the reality look like? To put things in perspective, no business entity wants to design and implement confusing or complex processes on purpose. A data released by a leading outbound call centre indicates that huge chunk of customer time is eaten up by the content on websites, email responses, dialogues on an IVR etc. Customers find it hard to process even simple requests and are even left baffled in some cases. It is important to note that customer experiences aren’t as simple as they seem to be.

If we put ourselves into customer’s shoes, we can easily explain some intriguing stories of confusing and time consuming processes that we have experienced. Individuals are pretty much aware of some of the stories because of something similar happening in other workplaces. The list of sub-standard processes where customers face issues at regular time intervals, re-registering their requests, misleading or unclear instruction on getting through the procedures goes on and on.

Now, the question arises: how do business conglomerates achieve to design and implement simplicity in the current processes for the ease of their customers. In order to effectively tackle the complexities, one needs to understand how business units, in most cases design and implement those customer support processes into the system. The primary reason for the same is the rigidity of organisational structure. It is important to understand that all the verticals, be it marketing, HR, finance are all partially responsible for the debacle of the process. Synchronizing an end to end process in a functional organisational setup requires a lot of effort; the implementation of incompetent processes is bound to happen. The next reason is that a vast majority of customer interactions in an reliable outbound call centre setup are scripted with internal efficiency at the back of mind rather than efficiency in processes outside our domain. The objective, however, is to achieve fast and cost-efficient cycle times with a strong intent to cut down on labor costs. It cannot be denied that in most cases, customers prefer to take a different route than the ones designed for them.

As a result, it will lead to a situation where the process will consume more time, since the customer either starts to complain about the effort they have to invest their time in or they do not understand the steps being explained by a call centre executive. Both the situations will lead to different results than what we envisioned. What needs to be understood is that call centre executives need a lot of time to explain complicated and time-consuming processes. Such a thought process usually leads to complex experiences for customers.

It does not come as much of a surprise that business entities that design their processes based on an outside-in thought process, witness significant reduction in average handling times, thereby improving overall customer experience.


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Ways to show appreciation towards your customers

Customers are the backbone of any business. Every strategy and decision which is taken in an organisation is to support customers directly or indirectly. No organisation can afford to make them angry and unhappy. In today’s age of extreme competition and increasing rivalry among companies, it has become crucial to show appreciation towards customers. Major steps are being taken to acquire new customers and retain existing ones, but in a quest to do all of this, organisations are forgetting the basics, i.e., being appreciative towards customers.

There are multiple ways in which you can express your gratitude to customers. Some of them are mentioned below.

Offering a free gift with every purchase:

Who doesn’t like a something extra with their purchase? Everyone loves free gifts and customers are no different. By offering a little something extra you will be able to gain the attention of new customers and even satisfy the existing ones. In fact, free gifts offer a superb pitch to outbound calling campaigns making them even more effective. This is a great way of showing appreciation as you’re willingly offering something extra to customers for investing their hard-earned money with you.

Referral programs:

The best kind of advertising is through word-of-mouth promotions. If you are successful in creating pleasant experiences for customers, chances are that your customers will share their pleasantries with their family and friends. By launching something which acts as a motivator for customers to promote your products further, you will not just be getting new customers but will also be able to engage the existing ones even better.

Loyalty programs: 

Don’t you think you should be rewarding those customers of yours who have been loyal to you? Well, customers also believe in the same thing. Doing something extra is a great way expressing your gratitude. Loyalty programs are such a strong motivator for customers that just the very mention of these in your effective outbound calling campaigns and other mediums of connecting with customers, will help you get good results

Personalisation:

Customers really appreciate special efforts which companies take to inject personalised touches in the entire process. Little things like addressing customer by his/her name also can do wonders. A personalised touch helps customer better relate to the product.
Every organisation is finding different ways to engage its customers better. At such an instance, it gets extremely crucial to show appreciation towards customers. With clients nothing goes unnoticed. Small steps towards showing gratitude to customers can do wonders in pleasing them in a better manner. And in a longer course of things, these small steps can lead to stout impacts.


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Tips to reduce average hold time in call centres

Average hold time is an important metric which helps in the assessment levels of a business. This helps companies in understanding how well they are actually able to serve customers. It gives a clear picture of the ground realities and helps the management in understanding whether are not they are able to function in the desired manner or not. Average hold time doesn’t just give a clear idea of customer service but is actually extremely helpful in determining the performance of executives. The executives who are keeping customers on hold for a very long duration don’t exhibit professionalism and necessary training needs to be provided to them in order to ensure corrections in this arena.

A success of a call answering service, to a very large extent, is determined by the average hold time and call abandonment rates. Low average hold time is a sign of efficiency and good customer service and every call centre at the moment is thriving to achieve it. There are various ways in which it can be kept low and some of them are mentioned below.

 Recording calls:
Recording all the calls is a practice which can reap long term benefits for any call answering service. By evaluating the recorded call, the productivity and efficiency of an agent can be easily understood. Review of calls actually helps businesses in identifying the loopholes and working towards improving that so that the best can be delivered to customers.

 Empowering agents with knowledge:
If the agents hold a call answering service are knowledgeable and are able to help customers with their queries, then that would help them in closing calls much more quickly. Relevant answers can be found out to the problems of customers, instead of being blank and looking for answers. If the call centre agent is knowledgeable then his confidence and genuine solutions will help customers a lot.

 Online assistance:
It would be impractical to expect that the executives would be knowing everything that the customer might end up asking. A better solution is providing an online assistance which can help executives get the answers real-time and that too without putting the calls on hold for long. This is a sure shot way of providing with the best of solutions without troubling the customers much.

Customer satisfaction is the most crucial thing for any business. It is a fact that nothing irritates customers more than being kept on hold. Even if you have provided a great product at the best price but if you fail to provide quality call answering service, rest of the factors would seldom hold any importance. Thus, continuous efforts need to be put in so as to ensure reduced average hold time.


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Why telemarketing is the best bet for your business?

It is engrossed in people’s minds these days that telemarketing has lost its charm, especially since the time social media is on a rise. This is far away from truth specifically in the case of B2B marketing because when it comes to B2B marketing, telemarketing has stayed successful in retaining its position. Many companies have chosen to opt out of cold calling, but when the question comes of marketing in the B2B segment, telemarketing is still a crucial tool for generating meaningful leads for business.

Many companies still integrate telemarketing services into their sales and marketing plans so that maximum benefit can be reaped out of these strategies.

Some reasons are mentioned below which emphasize on why telemarketing services can be the best bet for your business.

Building a relationship:
Picking up the phone and talking to prospective customers is a much better way of starting a conversation than dropping them a mail. Proficient telemarketing services have the advantage of human interaction to their side in comparison to other mediums of marketing. By talking to customers and taking appointments thereafter to meet in future, it gives employees a chance to get comfortable with customers and build long-term relationships with them.

Using drip marketing strategy:
Drip marketing strategy involves sending of messages repetitively to prospects over a period of time. The messages are mostly in the form of emails and these emails are sent regularly to customers automatically. By integrating a drip strategy with successful telemarketing services, an organisation can be sure to reinforce its brand in the minds of customers. This amalgamation comes out extremely handy when it comes to following up with clients.

Handling objections:
When it comes to pitching sales over a phone, there is a higher chance of customers asking counter questions. By fostering such a kind of conversation, an organisation can be sure of knowing what the customer’s actual needs and wants are. Once this is known, the further path of pitching the product simplifies to a greater extent. When customer raises an objection, it is essential to assure the customer that his/her problem will be duly taken care of. Organisations should focus upon delivering intelligent conversations which are able to provide the best solution. Handling customer queries becomes much easier and quicker, when done over phone, than any other medium.

Many companies still survive over efficient telemarketing services. The reason? Well. This is the only medium which has kept its human interaction intact in the fight of other digitally advanced ways of marketing. When mixed with other marketing strategies, telemarketing can be the best bet for your business.


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What are the Top Benefits of Delivering Great Customer Experience?

For every business, gaining customers is the key to achieve success. Perhaps it’s a challenging task and you will face many troubles while approaching customers and looking forward for their repeat purchase. Herein, what exactly you need to attract more and more customers is providing great customer experience. An excellent customer service makes your customers feel that how much you care about developing a strong relationship that means more than a business deal. Focusing on delivering great customer experience will benefit your business in numerous ways. Hence, teaming up with call centre India remains as the best option to reach wide audience and reap immense benefits.

Listed below are important benefits of delivering top-notch customer experience to your business.

Repeat business: Gaining repeat business is not a miracle that happens automatically without doing any effort. Instead, this can be achieved by building strong relationship with your customers. Businesses that constantly made efforts to provide superior customer service can gain repeat business. By taking constant steps like sending thank you email after each purchase, you are making the customer feel special and appreciated, which keep them coming back to your business for more purchase.

Business reputation: A business can enhance the reputation by providing great customer experience. Customers often share their experience when dealing with businesses, especially if it is extremely good or pathetic. By delivering great customer service, you are creating a strong bond with your customers which further act as an effective marketing tool to build your brand reputation. Customers will be happy to tell about their experience with friends, family and relatives if you have delivered top-grade customer experience to them. As a result, your brand will get additional advertising at no cost.

Creating a competitive niche: In this modern time where customers don’t hesitate to share negative comment about a business due to lack of service, providing excellent customer experience can make you stand ahead of the competition. By emphasizing on top-notch customer service in your marketing strategy, you will set yourself apart from your counterparts. This will definitely help you create a brand niche that take your business to the new avenues of success.

These are the great benefits of delivering great customer experience. You can collaborate with a well-established call centre company to render top-notch customer services. This not only helps you in building strong relationship with your brand, but also increases your revenue streams.


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Why Outbound Telemarketing Plays a Significant Role in Uplifting Sales?

Keeping up with the existing customers about latest product and service launch and outreaching wide audience are the primary needs of a company. For this, companies of every business domain are exploring new ways to enhance their marketing strategy in order to obtain the desired target. Herein, outbound telemarketing services plays a pivotal role in accelerating the business sales and reaching wide customer base.

Although there are many marketing options available to build your brand awareness and get leads, but telemarketing proves to be the most economical option. In this marketing technique, telemarketing agents perform cold calling to engage a prospect interest in products or services that they are offering. The sole aim of making outbound calls to targeted customers is to increase sales.call centre customer service

In this article, you can see the major benefits of choosing outbound telemarketing services:

  1. Lead generation: Outbound telemarketing is the best telemarketing technique to generate qualified leads. In the outsourced call centres, there is a team of professional call centre agents that directly call the prospective customers and engage them to convert into the real customers. They actually well-versed with the latest technology and product knowledge and thus deliver accurate information to customers. If any customer seems interested, they update customer relationship management software (CRM) with the qualified lead. After that, they take follow ups on the continuous basis so that a prospect can be converted into a client. Chances of prospect conversion is very high in outbound telemarketing services.
  2. Increased sales opportunities: Any sales objection can be a great business deal for a telemarketing agent. Telemarketing call centre agents are well-trained and capable to convert those queries into the sale. They proactively listen to customer queries and know what exactly is suitable to satisfy customer needs. This is why telemarketing service is the best solution to increase business sales. Today, there are a large number of call centre available that offer result-driven telemarketing services. You can opt this service to reap qualified leads.
  3. Improved customer satisfaction: In this competitive business edge, customer satisfaction plays a crucial role in accelerating business productivity. At outsourced call centre, telemarketing agents have strong interpersonal skills. They help your business in building strong relationship with targeted audience which is fruitful in the long run. In this way, outbound telemarketing helps in augmenting customer satisfaction rate and help you in enhancing business credibility.

Avail efficient outbound telemarketing services to derive qualified leads that helps you in uplifting business sales.


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Why your Business Needs to Consider Inbound Call Centre Services?

Have you ever thought about hiring inbound call centre services to streamline your business, but stopped doing research and getting references from the professional contacts? If you are still don’t aware of the solid reasons why businesses are considering inbound call centre services, then read on this blog to know the immense benefits of inbound call centre services.

It can reduce direct employee costs: Keeping customer support in-house seems like a good idea because it lets you have full control on your resources. On top of that, hiring additional staff to attend high customer calls will take a chunk out of your valuable resources. You will have to invest a great amount in training and management and employee perks.  With the help of inbound call centre services, you can get access to the skilled human capital without worrying about the expenses involved in direct hiring of employees. So, this service lets you save up on employee-related expenses.

Give you better flexibility: The volume of incoming calls coming straight from the customers tends to fluctuate throughout the year. You will need to hire professional inbound call centre service to handle the traffic spikes, and perhaps none during the non-business hours. Outsourcing can give you a flexible set-up where you can scale up and scale down the resources to meet the changing needs of the business.

Great customer support across 24/7: In this customer-centric world, addressing customer requirement on immediate basis is the order of the day. Herein, hiring call centre services to support impatient customers is the most cost-effective solution. A call centre with extensive years of experience in inbound call centre services render 24/7 support to address customer queries, no matter whether it is the day time or night. Customers facing any query or problems can connect with support staff and get the most appropriate solution.

Focus on your core business activities: Outsourcing inbound call centre services saves you time, efforts and money spend on hiring resources an giving training and maintaining the infrastructure. This service alleviates the burden from the shoulders of your in-house agents so that they can fully concentrate on their core tasks that contributes in achieving desired business goals. This helps your business to achieve the competitive edge in the evolving market.

Apart from this, excellent inbound call centre services help in improving customer satisfaction rate, which, in turn, augment your business growth. Always choose a reliable outsourced inbound call centre to streamline your business functionality and accelerate growth.


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Ensure Better Care of Your Customers with Outsourcing

The present age is the age of competition. In this competitive world where organisations...
article post

Forming an Alliance with BPO Companies is Lucrative for Businesses

As outsourcing has gained popularity over the last twenty years or so, an increasing...
article post

4 Tips to Help You Hire a Call Centre

Are you considering subcontracting your call centre function to inbound and outbound...
article post

Simplicity holds the key for an effective outbound call centre solution

With changing times, many of the leading experts have agreed that a simple and...
article post

Ways to show appreciation towards your customers

Customers are the backbone of any business. Every strategy and decision which is taken...
article post

Tips to reduce average hold time in call centres

Average hold time is an important metric which helps in the assessment levels of a...
article post

Why telemarketing is the best bet for your business?

It is engrossed in people’s minds these days that telemarketing has lost its charm,...
article post

What are the Top Benefits of Delivering Great Customer Experience?

For every business, gaining customers is the key to achieve success. Perhaps it’s a...
article post

Why Outbound Telemarketing Plays a Significant Role in Uplifting Sales?

Keeping up with the existing customers about latest product and service launch and...
article post

Why your Business Needs to Consider Inbound Call Centre Services?

Have you ever thought about hiring inbound call centre services to streamline your...
article post

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