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Why a Telco Should Outsource Their Call Center

Currently in the telecommunications world, there is discussion about the benefits of outsourcing call center operations. Often, a hands-off approach is seen as risky and unnecessary. However, the truth is that when a company chooses to outsource, it can be one of the most successful ways of generating and maintaining customer loyalty. There are other benefits as well, and that is why fully understanding the advantages that outsourcing call center operations can offer your company is vital.

No More Staffing Problems

Once you opt to go with an external service provider, your company gets relief. You don’t have to deal with staffing issues, hiring, or management processes. This not only removes the time and effort needed to handle telco call center staffing, but also saves your company time and money.

Significantly Lower Costs

Money

Once you decide to outsource a call center, you quickly notice lower costs. With outsourcing, you do not have to develop an infrastructure or manage in-house operations. Instead, you get savings by handing off the duties to a service provider.

No Issues With High Call Volume

Regular overflow call volume can be a serious problem. However, outsourcing a portion of your call center to help handle calls is an easy way to save money in the long run.

Offer Extended Hour Availability Without Huge Costs

One of the best advantages of choosing to outsource your call center is the ability to operate for longer hours. Your customers can solve problems outside of normal business hours for less of a cost.

Better Uptime and Call Quality

Outsourcing to a reliable provider can net you 100 percent uptime. Also, you get great call quality at all hours. Your company will be able to surpass customer expectations and improve client relations.

Seamless Integrations

Good external providers can offer services that meld well with other day to day operations your telco offers. You want to ensure you have a well-trained team of customer service agents. Their experience dealing with all types of customer calls can help a company improve their reputation. Knowing how to handle social media interaction, live chats, voice support, and email communication are a must. If your customer base expects your brand to have those services, your outsource center has to be able to provide them.

Versatility is Key

As technology constantly shifts, companies have to keep up with the trends. Moreover, a business needs a strong customer service team to help make these changes easier for customers as well.

To this end, outsourcing to a external provider such as KPI Connect can let you have access to more flexible customer relations at an affordable cost. External providers make an effort to keep their agents trained in everything from product inquires to technical support, meaning they will cover all the bases so you do not have to.

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Office supplies

How a Building Supply Company Benefits from Outsourced Customer Service

Building supply companies are using new features and gimmicks, making the industry competitive. Maintaining a standard of quality customer service and working to guarantee that your customers receive a high level of service every day, is hard when employees have other tasks to focus on. However, how you treat your customers is important to set your company apart from others.

One way you can provide better service for your customer is with outsourcing customer service calls.

Benefit of Good Customer Service

According to the Help Scout website, 58% of American consumers will switch companies because of poor customer service.

Building supply companies thrive when customers feel they are receiving good service. Often, even if another company offers a lower price, loyal customers keep coming to one store for their building supplies because of the treatment.

There is no secret that a lot of business in building supply stores comes from word of mouth. If one customer has had a good experience, they will return and bring their friends as well.

Why Outsource Customer Service?

Outsource vs. In-house

Here is where outsourcing comes in. Handing off your customer service calls to someone else when you have worked for years to develop your customer relations may feel contradictory. However, call center employees like those in KPI Connect are trained to handle customer complaints and questions specifically on the phone.

The call center can protect your brand by learning how you interact with your customers, what to say and what not to, in order to become excellent extensions of your business.

Associates in a call center can help provide you with more loyal customers. They know how to solve a customer’s problems over the phone quickly and precisely in a friendly manner. They can eliminate hold times and give your clients extra attention. Your cashier likely does not have time to ring people up and call someone back to check if their problems were resolved.

Call center associates can give those callbacks. Customers feel that the company has gone the extra mile to make sure they are satisfied, and everyone leaves happier.

Customer Surveys

Not only can outsourcing provide better customer satisfaction results, call centers can prove the results to you. By conducting customer satisfaction surveys and supplying you with detailed analytics, call centers can assure you that they are getting results that you will be happy with. Even without these reports, you can look around your store and see the results of customers who feel they have received a high level of customer service.

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Without having to answer the phones, your employees will have a less burdensome and stressful workload, which will make them happier to be there. This also means that they will be more likely to provide better customer service when face-to-face with your customers. In the end, what is more important than happy employees and happy customers?

Call KPI Connect to see how we can help your building supply company have top quality customer service today!

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Why Outsourcing Your Loyalty Reward Program Support Makes Sense

Just about any business owner or manager has an understanding that gaining customers is very difficult. They also know that keeping them is even harder. That is where a loyalty reward program can make a big impact.

According to MaCorr Research, 6 percent of Canadians change where they shop to get reward points. The program can bring in new customers looking for that added bonus of doing business. Moreover, it can retain those customers with incentives they enjoy.

However, running your loyalty reward program can be a daunting task, especially when you are already running your business operations. That is why outsourcing your loyalty reward program makes perfect sense.

There to Respond to Customers

While your staff goes about their daily business, customers may be contacting you with questions about your loyalty reward program, or redemption of their benefits. That can take valuable time and effort away from regular business duties.

By outsourcing those obligations, you can have a dedicated team of professionals ready to handle that inflow of calls or emails so you do not have to. On your end, it is business as usual. As far as the customers are concerned, they have a seamless outlet that specifically manages their loyalty reward program issues.

Strengthening the Customer Bonds

Because your loyal customers are receiving prompt attention from reliable professionals, your business can thrive in two ways:

  • You will be free to continue pushing your business forward without the distraction of dealing with incentive programs. With that managed for you, the focus can stay on your work.
  • Satisfied customers will have the great experience they are looking for from your company. They will want to return not only for more loyalty rewards, but for the excellent service too.

Your loyal customers can be engaged immediately rather than waiting on hold for a long time or waiting for a response. They will feel gratified and appreciated instantly, which can only set a good impression for your business.

Global Appeal

Every business starts out locally, but a customer loyalty program can move your business to a new frontier. That means different cultures and languages to deal with. Your internal team may not be able to handle such an inflow, but the right outsourced specialist can give you the quality service you want for your customer base in multiple languages.

Imagine keeping your customers happy in their native language instead of trying to communicate in yours and ending up with misunderstandings.

As you can see, outsourcing your loyalty reward program has great advantages that can keep your business operating smoothly. But it can also allow you to continue growing your business through efficiency and dedication to keeping your customers happy and returning. You can have all this without adding any extra workloads on your staff. Trust the professionals with your loyalty reward program and watch your business soar.