Every business wants to give the best customer experience. Similarly, every customer desires the best experience out of using a product or service. From reading a much-awaited novel to getting a shirt as a gift for a friend, both a business and a customer hope to give and obtain the best experience respectively. However, nothing is ever perfect in this world. There are times when a book may have missing pages or a shirt that was meant to be a gift didn’t fit the recipient. In these inevitable scenarios is where customer service comes in.
What Is Customer Service?
In a nutshell, customer service refers to the assistance that a company gives to customers. It involves answering questions and addressing complaints. Usually, a customer seeks it before, during, and after making a purchase.
Many think that customer service is only for customers. “The customer is always right” will not be a popular statement if this is not the case. But contrary to popular belief, customer service entails a benefit both for the customer and the business. For the former, it is issue resolution. For the latter, it is customer loyalty. Through customer service, a customer could replace a book with complete pages and a business could make up for its defective product.
Providing an Excellent Customer Service
Customers and businesses may only achieve said benefits through an excellent customer service. To give this, a business should make sure that its staff possesses the following:
Willingness to listen
Employees could only assist customers if they know their exact problems. They have to listen to customers intently and fully. They shouldn’t be complacent just because a customer speaks of a familiar issue.
As you probably already know, customer service is ground zero for problems. In this light, customer service employees must know the right questions to resolve issues much better and faster. More importantly, they should know how to ask questions in a polite manner. They must be careful not to sound offensive or disrespectful.
A thorough understanding of products or services is a prerequisite to assisting customers properly. Hence, customer service staff should know the ins and outs of a product or service in order to give the most-fitting and accurate responses to problems.
Critical thinking skills
Another key skill that frontline employees need to possess is prudence. They must exercise proper judgment in order to know the best decision to apply in a situation.
Customer service is often confused with customer care. But for the record, these are two different concepts. The latter is a higher level than the former because it involves establishing an emotional connection with customers. Nonetheless, both services contribute to a customer’s total experience with a brand.
Customer Service via Inbound Call Center
With the advancements in technology, a business can now offer customer service through other channels besides in-personal and phone. This includes email, chat, social media, and mobile SMS. But despite the availability of other options, research shows that a majority of customers still opt for the phone medium. Most customers believe that calling is still the best way to resolve issues, receive accurate information, and explain complaints. They also see it as the medium for complex issues.
In an inbound call center, employees for customer service are known as Customer Service Representatives or CSRs. Their main duties comprise addressing product/service inquiries, account inquiries, billing issues, and complaints.
Benefits of Outsourcing Customer Service
During the early days of outsourcing, customer service is the primary function that BPOs compete to manage. This is why a BPO is more known as a call center. Although companies are now seeking BPO firms for other functions such as web development, customer service remains a key function outsourced. For the benefits of outsourcing customer service, see the list below.
Option to provide 24/7 customer support
Outsourcing gives a business the option to have round-the-clock operations for customer support. Through BPO, there will be someone to pick up the phone always.
Incur cost savings
Outsourcing enables access to quality but affordable talent. The total payment of outsourcing already includes the equipment that outsourced agents shall need.
Concentrate on core functions
Outsourcing customer service can help a business focus on its core function. With the right BPO partner, a business can work on improving its product or service offerings without worry.
Obtain skilled talent immediately
Outsourcing relieves a business from the burden of recruiting staff. An outsourcing solutions firm possesses a pool of ready talent, allowing a business to start outsourced operations immediately.
Fortify the process
Customer loyalty is a result of positive interactions with a brand. Outsourcing firms possess the expertise to make every customer interaction count. They have a tried and tested process in achieving customer satisfaction.
Industries That Outsource Customer Service
Outsourcing tasks is a popular business practice for more than a decade. Businesses embrace outsourcing because of its positive effects on cost, productivity, and efficiency. Usually, businesses who outsource customer service belong to these industries:
- Legal Services
- IT and Software
- Banking and Finance
When You Should Outsource Customer Service
Customer service is an essential department of a business. While there are some who choose to establish customer support operations in-house, there are also some who choose to outsource. Here are the common situations that prompt the latter type of companies to outsource the task:
- Loss of customers
- A large volume of calls
- Poor brand reputation
- A low number of customers
- High operational expenses
- A low customer satisfaction rate
- A high number of abandoned calls
- Difficulty in recruiting skilled talent
- Want to start operations immediately
- Customers are complaining about long queueing
- Limited resources to support business expansion plans
Are these challenges familiar to you? Yes? Then maybe it’s time to outsource the task offshore.
But before you venture into outsourcing, do a lot of research on it first. Look into the top outsourcing destinations in the world and their outsourcing vendors. You will see a lot.
To give you something to start with, the major players in BPO are India, China, and the Philippines. Among the three, the Philippines is the number one for voice BPO services such as appointment setting and lead generation. This is primarily because of its competent workforce.
Outsourcing in the Philippines
Who are the major powerhouses of BPO?
India – US $ 154 Billion in revenue (2017)
China – US $ 130.9 Billion (2015)
Philippines – US $ 22.9 Billion in revenue (2016)
English is our adopted language
Produce 450,000 college graduates annually
Has low Philippine currency exchange rates
Offers the cheapest office spaces in Asia
Our government supports BPOs with PEZA Tax benefits
No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)
2nd in non-voice complex services
Top 3 IT-BPO global locations, after India and China
In the Top 10 worldwide outsourcing destinations
The Anderson Advantage
The business landscape is evolving rapidly and as a business, it takes more than passion and will to stay ahead of the competition. You will need strong tactics with all the support you can get in the most cost-effective way. Expanding your business with us gives you access to a suite of comprehensive solutions and world-class services allowing you to rival with companies alike and even compete with big businesses. We aim to empower your business and provide coherent support for you to be able to reach your goals.
Global expertise, Global Standards
We are ISO 27001:2013 certified which guarantees you that all your company’s data is secured.
Get access to a vast pool of talents giving your brand experts in specific fields when you need it.
An Extension of Your Brand
When you succeed, we also succeed. We aim to help you build a strong and robust extension of your business.
There is no one size fits all solution for all businesses. We make sure that we deliver a customized concoction that is compatible with your brand.
How do I start outsourcing?
Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.
- Identify the challenge that you want to address through outsourcing.
- Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
- Choose one vendor from your list. Look for its contact information and reach out.
- Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.
The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.
If you want to know more about this opportunity, don’t hesitate to contact us. We are more than happy to help you!
Business Development Manager
Anderson Group BPO, Inc.
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