As any business grows and expands, it’s common to focus on scaling operations. Certainly this is true, but sometimes companies lose sight of the fact that in order for their business model to be sustainable, they need to “scale up” as they grow.
When businesses re-evaluate how they manage their work processes or outsource certain work to third party organizations called Business Process Outsourcing Services (BPO), they can achieve several goals: lowering operational costs, freeing up internal resources to concentrate on other tasks and solutions, improving customer service response times, increasing workplace efficiency and competitive advantage.
Here’s an article that explains what a call center does :
According to Grand View Research, the global business process outsourcing market size was valued at USD 232.32 billion in 2020 and is expected to register a compound annual growth rate (CAGR) of 8.5% from 2021 to 2028.
Having an insufficient amount of resources to make all the inbound and outbound calls your office receives can make it seem like a good idea to outsource these services. Business process outsourcing, also known as BPOs, are one interesting option that can help you manage high volumes of calls while not having to increase your staff size or buy more expensive hardware like headsets, phone lines, landlines and more.
Facts show that many businesses globally are turning to call center providers over in-house employees due to the benefits they offer, including better customer service, greater data analysis capabilities, and improved security. It helps a business reduce costs, improve the quality of products and increase the speed of its operations.
Learn more about what a BPO call center does, the benefits of this modern service, and why it’s important for your company.
Almost 54% of all companies use third-party support teams to connect with customers – Fortunly
BPO is a type of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider.
It is a cost-effective way for large organizations to provide a high-quality level of customer service to their customers.
As technology has become more advanced, it is fairly common for BPO call centers to provide 24/7 customer service to their clients.
BPO is the process of outsourcing a business process to a third party. The process can be anything from manufacturing, back-office operations to customer service.
It can be outsourced to any country in the world depending on the requirement and is more common than ever today.
BPO has many benefits that can be easily experienced when done correctly.
A lot of companies rely on BPO to handle their customer service, for example, as it cuts down on costs and time spent on projects, freeing up resources to complete other tasks.
They can also control the quality of their service as they work closely with their outsourced companies.
Plus, they can often offer better services than they could otherwise. It’s also a great way to offer customer service in multiple languages as well as in multiple countries. It’s a great way to get your brand name out there while providing a better service.
BPO Call center services are used in many industries including retail, insurance, financial services, and healthcare. It can be broken down into three main categories: inbound, outbound, interactive voice response (IVR), and more.
Businesses that sell complex products or plans often receive a higher-than-average number of inbound customer support inquiries because clients may have questions or would like to receive certain updates.
For example, a company that is responsible for providing health care such as medications and treatment plans might receive hundreds of calls a day from customers who are looking to clarify their benefits.
Larger corporations often rely on entire teams of agents dedicated solely to managing these types of incoming support calls. This type of employment is usually outsourced to BPO call centers to reduce overall operating costs.
Also, larger companies with regulated plans and services have automatically updated knowledge bases that are shared with BPO sales agents. These resources make it easy for BPO sales associates to become certified in no time at all.
While it is true that some customers still prefer to place their orders by phone, there are ways for product managers to reduce the amount of time this takes. One solution is to opt for a business process outsourcing (BPO) call center that specializes in making phone calls, also entering customer information in your CRM, taking payment information, sending orders to fulfillment, and so on.
If a business hires a BPO center, this means that they don’t have to employ manpower specifically for taking and placing phone calls because these other parties take care of it instead.
Product managers who want fewer orders placed over the phone can opt to add upsell options such as online stores or apps overall so buyers can choose whatever method works best for them without having to pick up the phone and deal with calling somebody on staff directly at an organization’s facilities.
Customers who call a business to inquire about its services are handled by dispatch agents. For example, a cab company gets dispatch calls from clients looking to book a cab. When receiving the dispatch, the agent will notify a corresponding driver to complete the service as requested by the client.
In the case of travel, a call might come in asking for a recommendation for a hotel in a different city that the client is planning to visit. The dispatchers will assist clients in booking flights, hotels, and car rentals over the phone.
With this system, you will not have to worry about paying employees on a slow day when there are fewer dispatch calls. It is also possible to cover odd hours with BPO call centers to ensure customers’ service requests are not missed.
Telemarketing Telesales:
When it comes to marketing, some people think of telemarketing as an old and outdated practice that’s just not effective anymore. However, statistics show that outbound calls are still a popular way for businesses looking to grow their leads to reach out to prospective customers. But to reap the rewards of using this strategy, you need experienced call center representatives who know how to find and close sales in a conversation.
The right customer agents can help maximize your return on investment through their business acumen and efficient verbal skills. With their experience closing deals on the phone, these experts can tailor the presentation of your mission statement so it resonates with the person you’re talking to based on certain triggers they may have picked up on during their interactions with others.
Telesales is a super simple process that has been around for decades and still serves many different industries. It involves selling over the phone, typically to predetermined leads with whom a salesperson calls out via telephone.
This differs from telemarketing because the prospect has not been found through cold calling or pay-per-click advertising. It also differs from telemarketing in that the salesperson is attempting to nurture the lead over the phone before reaching an actual close.
There are plenty of reasons why companies decide to outsource their needs in terms of telesales, most of them being related to monetary value – outsourcing these needs can substantially cut overhead costs and even generate more profit for the company if done correctly!
Your company’s ability to effectively provide outstanding customer service during this crucial, but often overlooked part of the sales process can make all the difference in establishing and growing your brand.
The fact of the matter is, some businesses simply don’t have the resources or bandwidth to keep wait times short, resolve tickets quickly, or provide their customers with IT support as and when needed.
If that’s the case for you then outsourcing that crucial element to a BPO center might not be such a bad idea if it means bringing in someone who knows exactly what they’re doing when it comes down to providing high-quality support without having to take time and resources away from product development and marketing, work which tends to bear more fruit over time.
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Read moreRunning a call centre is not just about keeping your customers happy. It’s also about keeping your sales high. In […]
Read moreStephen Covey, the author of ‘The 7 Habits of Highly Effective People’, said that successful people are always working on […]
Read moreAs Mark Hunter says: “It’s not about having the right opportunities. It’s about how you handle the right ones.” When […]
Read more“One of the greatest failures of every generation is that it refuses to read the minutes of the last meeting.” […]
Read moreAs Jacquelyn Smith, Forbes says, “A successful sales pitch isn’t a monologue. It’s a dialogue.” An effective sales pitch is […]
Read moreWhat is a Service Desk? Service desks, help desks, or support desks all refer to departments that provide help to […]
Read moreThe impact that customer service has on a business is something that often gets overlooked. Customer service is often seen […]
Read moreAs of now, nobody’s sure what will happen when these two generations – one, who never expects companies to pick […]
Read moreCustomer data is a valuable business asset. You must build an effective customer data management strategy to protect that asset. […]
Read moreA help center is your lifeline to customers. While building one is *not* a straightforward process, here are key points […]
Read moreEvery business has customers and every business has the chance to improve its business by growing its customer base. Since […]
Read moreDo you know if your business has a customer focus? Although it might seem like a difficult question to answer, there […]
Read moreAuthor Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
Read moreYou might think that creating the “ultimate customer experience” is all about making sure your customers are happy. If a […]
Read moreKeeping prices competitive is essential for any business. Having this information can make the difference between having a successful business […]
Read moreNo matter how much you love your product, your customers will always know better than you. Learn to listen and […]
Read moreSometimes, companies will promote themselves as experts in customer retention, but what does this mean? Customer retention is the main […]
Read more“Listen to your customers before they listen to your competition.” – Julian Hall When was the last time you looked […]
Read moreLost sales and lower-income are not the only indicators of abandonment. Abandonment even results in a loss of clients for […]
Read moreIf you are in charge of retaining your company’s customers, you know the feeling of sadness when you hear customers […]
Read more“Your most unhappy customers are your greatest source of learning.” – Bill Gates A customer is the backbone of every […]
Read moreIn the past few years, businesses were falling all over themselves to get a chatbot up and running for their […]
Read moreYou’re doing all the right things. You’re friendly, you’re responsive, you’re on top of customer issues and you’re constantly delivering […]
Read moreAuthor Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
Read moreCustomer service KPIs (Key Performance Indicators) are the tools that help you understand how your customer service is performing. KPIs help you identify if you’re meeting your business goals, how well your agents are performing, and how your customer satisfaction is trending. They’re important because they provide actionable data you can use to improve your customer service.
Read moreLet us say that you own nothing but sheep. So one day you are out grazing the flock and all […]
Read moreNo matter what industry your business is in, every business has the same goal: Keeping your Customers! Customer retention is […]
Read moreAn effective ticketing system tracks and manages customer interactions, and makes it easier for support departments to manage their efforts. Data gleaned from these help agents provide personalized service and streamline operations, which helps support staff coordinate their efforts and automate tedious (and often time-consuming) tasks, facilitating both personalized service and faster resolution.
Read moreAuthor Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
Read moreGlobally, the E-Commerce Market is expected to reach USD 16,215.6 billion by 2027, growing at a CAGR of 22.9% during […]
Read moreOrganizations need a resilient strategy for customer retention that makes sense in relation to current market conditions. Many companies are already prioritizing customer experience as it can be more profitable, yet it is still important for organizations to look ahead and identify any changes coming ahead of competitors in the market, who might not have made the same move yet.
Read more“Customer experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.
Read moreOn the whole, it is best to be quickly responsive when it comes to consistently responding to leads. Ready responsiveness helps expedite client requests, which will save you money on several levels. You’ll have access to a larger pool of customers while keeping uninterested consumers from slipping away and ultimately decreasing your number of potential sales. Please read the blog below that pertains directly to the benefits of kick-starting your lead response times today!
Read moreThis blog will help you take a closer look at what cloud telephony is and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.
Read moreCustomers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth.
Read moreCustomer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.
Read moreFind the proven strategies for how to measure customer expectations to maintain a positive experience of your customer with your products and services.
Read moreCustomer experience is a key factor in creating a successful brand. When it comes to marketing, then it would not be wrong to say that technology offers us the opportunity to manage the customer experience in several respects.
Read moreThis guide help you engage & retain your customers with no hassles and make you learn how to manage customer complaints seamlessly for quick resolution.
Read moreIf you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support.
Read moreMany industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective.
Read moreCustomer satisfaction act as the primary catalyst in pushing a company forward, and ensuring repeat business. However, companies cannot create their customer service strategies based on vague data or few interactions and can only trust quantitative data.
Read moreThe Consumer Electronics industry in India, which was valued at $10.93 billion in 2019, is expected to reach $21.18 billion […]
Read moreBrands are increasingly focusing to become more customer-centric and elevate customer experience to improve customer satisfaction, loyalty, and lifetime value. […]
Read moreIf you’re mapping or want to track your customer journey, there are plenty of things to be kept in mind […]
Read moreCustomers are the bloodline of any business. Without them, there will be no reason to continue the business. Even more […]
Read moreNo matter how small or big your business is or what it does, voice communication is a critical element of success.
Read moreAuthor Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
Read moreSales closing is a make-or-break moment. No matter how hard you work and how well you design solutions for customers, […]
Read moreDo you want to make your business communications efficient and cost-effective? In this blog, we will explain to you how […]
Read moreIf you have a sales team that works on-field or is working remotely to generate sales for you, then you […]
Read moreOrganizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning […]
Read moreNew technology comes fast and goes, even faster. These days, there’s a new app or widget every week promising to […]
Read moreAccording to research, over 70% of all customers who leave a company for its competition have no problem with the […]
Read moreYou need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything […]
Read morenstant Inbound is a game-changing sales prospecting strategy that enables you to connect with more prospects, faster and allows you to be more productive and make more money.
Read moreLast month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and […]
Read moreIf you ask many business executives, they would say their customer service contact center is a necessary expense and it […]
Read moreEven if you have the best product in the world, your business is doomed to fail if no one knows […]
Read moreDuring the initial years, outsourcing was only used for basic processes such as data entry and payroll processing. However, as […]
Read moreCustomer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large […]
Read moreBrands & retailers build better customer service systems by removing the guesswork of what customers want. A SaaS platform for customer engagement combines chat, voice, and social media for one cohesive customer service experience.
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