In the competitive world, businesses are striving hard to excel and succeed. Major business organizations are outsourcing their non-core tasks including lead generation, appointment scheduling, information verification, and customer support among others, to reliable service providers. Businesses do not wish to employ their highly skilled and premium employees into receiving phone calls and resolving customer queries. It is true that customer support is one of the crucial services which must be delivered to consumers or users on time.
By outsourcing services to call centers, the agents of the service providers providequick assistance to its end users for numerous products and services which businesses are offering to its customers. Apart from basic information about the products including computers, laptops, software, mobile phones, and other electronic gadgets, customers also look for after sales technical services that help in resolving issues that may occur in the near future.For instance, if a person buys a new handset, he/she would be provided guaranty of minimum one year. In case any problem occurs in that particular hand set during the guaranty period, customer can call and access free technical service provided by outsourced technical support call center.
Services provided by outsourced call center:
- Establish remote IT support over the phone
- Provide online support through chats, e-mail or f2f conference
- Provide a self-support web site to troubleshoot issues
- Technicians provide100% guaranteed solution
With increasing number of Independent Software Vendors (ISVs) and manufacturers, businesses are outsourcing their remote support services to telemarketing companies or third party service providers. The well trained and highly skilled professionals of outsourced technical support call centers are available round the clock at the service of its customersand helpin enhancing overall experience of end users. They help providing in-depth solution to their customers. The technically proficient experts easily get acquainted with the problems that arise every now and then. They troubleshoot the problem by taking an easy access of faulty customer’s computer and establishing remote desktop connection.
Benefits provided by outsourced call center:
- Reduce overhead expenses without compromising on quality:Outsourcing non-core business functions to call center helps in saving overhead expenses of the business organization. Neither business need to rent an office space nor do they require to hire highly skilled experts, thereby spending huge amount of capital for setting up in-house call center. Thus, outsourced call center persuades organizations to use the capital in furnishing core business activities.
- Increase revenue through cross-selling/up-selling activities:Outsourced technical support service providers help in improving the ROI of the business. It helps in streamlining business processes through generating effective leads and selling enough products and services to its customers.
- Enhance employee productivity through internal helpdesk function:Call centers have teams of highly skilled professionals, and they are well trained according to the norms of the It helps in saving lot of time and effort of the businesses thereby improving customer support services. Thesecall center employees are available round the clock at the service of its clients and customers. They also helpin reinforcing relationship between customer and client.
- Increase sales – generate leads and expand contact opportunities:The professionals are available 24/7 and help in increasing the sales graph or sales objective of businesses by enhancing the profit motives of the organization. They also help in making prospective leads and retaining efficient existing customers.
The calls of customers are received by technically proficient experts who try resolving and providing instant resolution to the customer. If in case the customers are not fulfilled with their solution provided by the experts, the call gets transferred to trier II professionals. The outsourced technical support providers give their 100% in providing appropriate solutions to customers. Outsourced call center plays a key role in building brand loyalty of the products and services offered by the business coupling with advanced technologies and tools.