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Why a Telco Should Outsource Their Call Centre

In the telecommunications world, there is a lot of discussion currently regarding the benefits of outsourcing call centre operations. Such a hands-off approach is sometimes seen as risky and unnecessary, but the truth of the matter is that outsourcing in this manner can be one of the most successful ways of generating and maintaining customer loyalty. There are other benefits as well, and that is why it is important to fully understand every advantage that outsourcing call centre operations can offer your company.


No More Staffing Problems


Once you opt to go with an external service provider, the task of dealing with any staffing issues, including the hiring and management processes, are taken out of your hands. This not only removes the time and effort needed to handle telco call centre staffing but saves your company time and money as well.


Significantly Lower Costs


Once the decision to outsource a call centre has been made, it will quickly become evident just how much lower the costs can be. Rather than investing in developing infrastructure and managing operations with an in-house call centre, instead you will see considerable savings by handing off the duties to an service provider.


No Issues With High Call Volume


Regular overflow call volume can be a serious problem. However, opting to outsource a portion of your call centre specifically to deal with this is an easy answer that will save you money in the long run.

Offer Extended Hour Availability Without Huge Costs


One of the biggest advantages of choosing to outsource call centre operations is that you will be able to provide your customers with availability beyond your normal business hours for a fraction of what it would cost in-house.


Better Uptime and Call Quality


Outsourcing to a reliable external service provider can net you 100 percent uptime and in addition, excellent call quality at all hours. This improves your company’s ability to meet and surpass customer expectations and significantly improve customer relations.


Seamless Integrations


It is imperative that an external service provider is able to offer call centre services that meld seamlessly with the other day to day operations your telco offers. You want to ensure that you are getting a trained team of customer service operators that have extensive experience in dealing with all manner of customer calls. Familiarity with things such as social media interaction, live web chat, voice support, and email communication are a must, particularly if those are things that your customer base has come to expect from your brand.


Versatility is Key


Given the way the technology landscape is constantly shifting, customer service for any successful company needs to be able to keep up with the trends. To this end, outsourcing to an external service provider such as KPI Connect can let you have all the access to the flexibility needed to keep customer relations running as smooth as possible for a fraction of the cost. External providers make an effort to keep their specialists trained in everything ranging to product inquiries to technical support, meaning that they can cover all the bases so that you do not have to.


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How a Building Supply Company Benefits from Outsourced Customer Service

There are lots of gimmicks and features that are being used by building supply companies these days making it hard to compete without them. Maintaining the same standard of quality customer service and working to guarantee that your customers receive a high level of service every day, can be challenging with all of the things that your employees do on a daily basis. There is one way that you can provide better customer service; through outsourcing customer service calls.


It is pretty well-known that building supply companies thrive when customers feel like they are receiving great customer service. Oftentimes, even if another company offers a lower price, loyal customers will keep coming to one store for their building supplies, simply because they like the treatment they get there. And, it is no secret that a lot of business in building supply stores comes from word of mouth. If one contractor has a good customer service experience with your business, you could see a lot more business from them and all of their friends.


Here is where outsourcing comes in. It may seem contradictory to hand off your customer service calls to someone else when you have worked for years to develop the way that your employees interact with customers, but it is really not. Call center employees, like those here at KPI Connect, are able to efficiently handle customer service because they have lots of experience and training, specifically on phone communication, that your employees likely do not. Furthermore, the call center can protect your brand by learning how you already interact with your customers, what to say and what not to, in order to become excellent representatives of your business.


Associates at a call center can help to provide you with an increase of repeat and loyal customers. This is because they know how to solve a customer’s problems over the phone quickly and precisely, while being friendly and respectful. They can also eliminate hold times that plague different departments. Not only that, they can give your customers extra attention that your employees likely do not have time to. Your cashier likely does not have time to ring people up and call someone back to see if their problem was resolved. However, call center associates can give them those callbacks, which often leave customers feeling just like someone has went that extra mile to make sure they are satisfied.


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 will likely be able to look around your store and see for yourself the results of customers who feel that they have received a high level of customer service.


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!


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 such a big impact. It can bring in new customers looking for that added bonus of doing business, and 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 even redemption of their earned 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 and able to handle that inflow of calls or emails so you do not have to. On your end, it is business as usual, and as far as the customers are concerned, they have a seamless outlet that manages their loyalty reward program issues without missing a beat.

Strengthening the Customer Bonds


Because your loyal customers are receiving prompt attention from reliable professionals that understand how to keep them coming back, 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, so they will want to return not only for more loyalty rewards but for the excellent service too.


Rather than your loyal and returning customers waiting for you to have a spare moment to respond to a message or having them wait on the line with extensive hold times, they can be engaged immediately. 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.