Most modern-day companies shy away from spending too much on side operations like call answering services. The pressure of managing a new department can be simply too much. Therefore, companies often miss out on opportunities to grow their business. Answering services and inbound call center can be really useful, especially after a promotional campaign or when you are looking for a receptionist.
The Real Value of Call Answering Services Unleashed with Outsourcing Call answering services outsourcing can become a real asset for your business. In this inbound call center blog, you would learn about some of the major advantages of these services: A worthwhile replacement for receptionist Hiring a receptionist for answering business calls is a good idea, but it is filled with hassles. The process of recruitment, paying monthly salaries along with benefits can put a dent in your pocket. But, by outsourcing call answering services, you are able to get the work done at a fraction of the cost. Also, if the call volume increases at some point, you have the option to increase the number of people answering calls. A professional way to answer customers An expert vendor with relevant experience in the field has already handled several call answering projects. It has veteran call center agents manning the phone stations who know exactly how to behave on calls. Inculcating the same etiquettes into new joiners in an in-house call center operation can take a long time. This is why; outsourcing call answering services is a great option for growing businesses. Access to the latest tech A pro call answering vendor can help you with tools like CRM and IVR. Also, it is possible to integrate an IVR menu that guides customers to the right department. Seeing such an advanced option leaves a positive impression on the customers who call in. Your business looks more established when you employ the services of a veteran call center company. No need to procure infrastructure Running an additional department for call answering services after a promotional campaign requires you to procure infrastructure. You have to vacate or buy extra space for the call answering team, invest in software, networking equipment, facilities for agents etc. But, when you outsource, you get the entire essential infrastructure without any major capital investment. Allows you to focus on core process With your call answering tasks performed by a vendor, you have all the time in the world to focus upon your core operations. This ultimately helps you grow your business. Option to run 24x7 call answering process When you outsource to a reputed company like Vcare, you can run your call answering operation round-the-clock. Such an outsourcing venture allows you to handle calls at any time of the day. It is especially beneficial for companies that work with offshore clients. If not for 24x7 answering service, you won’t be able to answer calls made by offshore clients living in countries with substantial time difference. Opportunity to exploit currency exchange rate Answering services and inbound call center can be outsourced to a country with weaker currency. This can be hugely profitable as you get to exploit the currency exchange rate. Case in point being, an American company can outsource to India and reduce the cost of operation by up to 2-3 times.
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Call center outsourcing companies have become a vital requirement of modern-day businesses. To achieve the desired results via an outsourcing venture, it is essential to check on their performance from time to time. In most cases, outsourcing vendors send periodic reports to companies with bifurcation of different statistics. But, due to a lack of time on their hands, outsourcers often fail to go through these reports. And, hence, they are unable to fix issues/problems on time.
Identifying the Statistics that Matter the Most In case, you don’t have time to go through the complete reports, you should focus on the Key Performance Indicators (KPIs) that matter the most. Have a look at some critical KPIs: CSAT Customer satisfaction rating better known as CSAT is one of the most important call center KPIs. It needs to be high in order to ensure maximum customer happiness. Call center outsourcing companies that have agents who understand the pulse of customers are the ones who excel at maintaining high CSAT scores. FCR First call resolution (FCR) tells you a lot about the ability of agents to resolve issues. When an agent resolves customer query on the first call, it creates a positive impression. This impression goes a long way in fostering customer trust. When customers know that their issue will be resolved quickly, they are more likely to purchase your products and subscribe to your services. AHT Average handling time (AHT) has several implications in a call center operation. Call center outsourcing companies that prioritize AHT are able to reduce the traffic. Hence, customer wait times in queues are lowered considerably. The agents are not forced to expedite calls, and therefore, they are able to offer better overall customer experience. Call Abandonment There is nothing worse than calls been abandoned in a call center process. While it is very much possible that customers voluntarily disconnect the call for personal reasons, any mistake from your end won’t be tolerated. Maintaining a low call abandonment rate should be your priority, and you should always check it in the monthly reports. Sales per Agent This stat is exclusively for outbound call center processes. The sales agents are solely judged by their ability to make sales. So, if sales per agent are high, you can be rest assured that your call center operation is in good hands. Peak Hour Traffic Peak hour traffic and how it is handled tests the character of call center managers and team leaders. Always check this stat religiously and ensure that the call center outsourcing company you have recruited is allocating ample agents to meet the requirements at peak hours. After Call Work Time While this stat may not immediately impact the performance of a call center, it can play a huge role in the long-term. When ‘after call work time’ remains high for long durations, it ultimately starts to impact the productivity. Ensure that this time is kept to the lowest and you will see a gradual rise in productivity. Conclusion Maintaining a high level of service in a call center operation for a long time can be a difficult task. As most outsourcers do not have time to go through detailed reports, they might not be able to regulate the process appropriately. Hence, when you partner with call center outsourcing companies, at least observe the KPIs mentioned in this article for ensuring good results. For a very long time, MVNOs have remained an integral part of telecom operations. Their niche is to serve those customers who feel alienated by the services of MNOs in their areas. Most MVNOs run their operations on restricted budgets, but their strength lies in innovation and marketing strategies. As they buy call and data services from bigger players in the market at discounted prices, they are able to target specific group of customers e.g. lifeline customers in the US and attract them with their low-cost offerings. However, because MVNOs have a limited customer base, they cannot afford customer turnover. Hence, Customer Service and Support become extremely important for them.
Virtual Operations Need Real-Life Customer Service Agents Customers who use MVNO’s services can be very finicky when it comes to the support they get. They do not want to spend a penny extra than what they are obliged to pay. But, such is the nature of telecom operations that disputes do arise because of one reason or another. It is at these times MVNOs need to be extremely careful. To manage subscribers effectively, MVNOs should have a cutting-edge subscriber management system that is fast, responsive and efficient at the same time. On top of that, it should also feature a Customer Service and support platform that includes live agents who can solve even the toughest of customer issues with ease. The Importance of Operational Support System for MVNOs A quality Operation Support System (OSS) lays down a strong foundation for MVNOs to base their business upon. Some of the vital components of an OSS that play a huge role in day-to-day MVNO operations are listed below: Administration and Configuration Panel For effective user management, it is important to manage the number of users utilizing the shared resources. It is vital to create relevant plans, define permissions according to user hierarchy and stay in control of all services that are rendered to the customers. Sales Chain Management Managing the sales chain is a vital function of an OSS. The OSS should be able to manage sales chain based on the exact business needs of MVNOs. As a sales chain is directly related with revenue, it needs to be managed properly for ensuring high Returns on Investment (ROI). Management of Inventory The distribution of inventory units should be managed effectively for preventing financial losses. Also, it is imperative that inventory management component of an OSS allows for inventory status updates, reassignment along with reconciliation in case of a dispute. Analytics and Reporting Subscriber data needs to be analyzed for deriving relevant insights that can be used for forming business strategies. Telgoo5 is an exceptional OSS platform that provides a slave database, which is updated directly by a master database. The Value of Customer Service and Support in OSS-Related MVNO Operations There are multiple OSS functions that need to be performed effectively by an MVNO for maintaining a high level of service delivery and managing customers. To ensure maximum customer satisfaction, it is vital that an MVNO has a Customer Service and Support team that can help them with:
At Telgoo5, you get one of the best support teams with several years of experience in handling intricate client/customer issues. We are committed to the cause of our clients and go out of our way to ensure all OSS operations are performed exactly as per their expectations. |
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