A lot of businesses do not consider availing of the services of a call center due to the lack of proper communication and transparency. These, along with the lack of modern software and technology, can leave you lagging in the race of setting up a successful BPO company.
Making a solid impression in the market means you will have to step up your:
- Service offerings,
- Quality offerings, and
- Security and privacy technology
a notch higher. So, if you want to up-scale up your call center services outsourcing in every parameter, consider following these strategies to bring maximum effectiveness and results.
1. Get Insights with Artificial Intelligence
A very effective way to enhance your call center services outsourcing is to add artificial intelligence to your data analysis. Using artificial intelligence to leverage your service quality can offer you the much-needed helping hand.
You can use artificial intelligence to gather and store associate deep customer intelligence, and it will let your quality assurance agents be more efficient at their performance. One such example of AI in call centers is a speech analysis. Using such a tool can help the quality assurance experts with the maintenance of the desired quality. The expert will not have to manually listen to all the calls; the system can monitor on their behalf.
2. Bring Automation
If you want to thrive in the BPO sector, you have to consider automation. Implementing automation can help you scale up your processes without compromising on quality.
Automation can be implemented in both on-call customer service as well as chat support. While chatbots should ideally be the first point of contact for customers, you can tweak it further to collect customer data and compile them to get it ready just at the moment when the on-call agents take up the case. This can reduce the handling time as well as ensure customer satisfaction.
3. Follow the Data Protection Compliance
Irrespective of whether you provide services within a local area or across national boundaries, you must comply with the data protection regulations and privacy laws. Once you make your BPO service a certified data regulation-compliant, it will be easier for your potential clients to trust your business model, thereby leading to better conversion.
One example of this is compliance with GDPR for the European region. In general, the countries in this region follow a unified data protection law or adaptation based on the countries. The same can be the same with any call center in the Philippines.
4. Train Your Agents
Training your agents in customer handling will have a direct impact on your clientele. The more your existing clients are satisfied with your services, the higher the chances of landing new clients based on testimonials and recommendations.
You should consider training your agents on how to be more empathetic while dealing with the customers at all times, especially when working on an inbound call center process. Besides just that, each of your agents should be given proper product and service knowledge to handle the customers well and provide a one-call resolution and reduce the average handling time.
5. Increase Your Call Center Services Outsourcing Productivity
There are various ways how you can increase the productivity of your call center agents. One of the most effective ways is using comprehensive call center software. A call center software should include an extensive CRM to store customer data and log every new update in the case individually.
A good call center software should also have a KPI tracking tool, which can come in handy in getting in-depth knowledge on how the agents are performing on a live call. Once you streamline this, you can further implement a training or performance improvement plan based on the requirement.
Another significant way to increase the productivity of your call center agents is by introducing an incentive scheme. Incentives can drive agents to perform well, especially in outbound call centers, like sales and surveys. The better the performance of your agents, the easier it gets to land new clients for your call center operations.
6. Offer Services in Every Industry
It is always a good to have a diverse range of service offerings. Considering the staggering growth of the e-commerce industry, it is a great idea to focus on developing strong inbound call center operations for customer support and service. However, leaving aside the other industries would not make sense.
Try to serve every industry, be it travel and hospitality, finance, education, healthcare, etc. The more diversity you add to your call center services outsourcing, the easier it will be to pitch to new clients sooner than otherwise.
7. Customer Your Offerings
While you are focusing offer more customer-centric call center services, don’t forget that tailoring them to your clients’ needs is imperative. All of your clients will not have the sale requirement. Some might need both inbound and outbound call center services; others might need low-frequency assistance.
So, the foremost thing you need to do before getting into a contract with a client is understanding their requirement and customize your service offering to their needs. This will make them feel more valued. Pair this up with outstanding customer support, and you can have long terms and fruitful relations with all your clients.
Type of Services Your Call Center Services Outsourcing Should Offer
It is important to have an existence in every industry to serve a diverse range of clients, it is also crucial to ensure to have every service under your portfolio. Some of the most common services you can offer are:
- Customer Support
- Return and Refund
- Complaint Handling
- Lead Generation
- Telemarketing and Sales
- Surveys and Feedback
Besides just these, you can further add newer services to your service portfolio based on your clients’ requirements. Just make sure that you train your agents well before executing the new process.
Irrespective of whether your business is based on offering off-shoring, on-shoring, or near-shoring services, you have to strategize and execute a client and customer-centric approach. Being client-centric will help you increase your business with new clients. Similarly, being customer-centric will ensure maximum client retention and long-term relations.
So, whether you are based in a high-economy country, like the United States, or newer locations, like the El Salvador call center, strategizing your BPO this way will ensure the success of your business is not very far. So, don’t wait up; implement these strategies and watch your business grow to new heights.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.