Businesses seeking to expand their customer base often find that strengthening their relationship with a BPO contact center is the savvy solution for engaging potential leads, tapping into new markets and consolidating operations. Consider these five ways that outsourcing your contact center operations to a BPO provider can help your business diversify, acquire more customers and grow into a thriving industry competitor:
Capture Every Potential Sale
With 24-hour live support, your BPO provider is always available to answer every call so that you never miss an opportunity for a potential sale. Agents receive in-depth training on communicating your brand messages, troubleshooting technology issues, answering detailed questions about your merchandise and assisting customers with placing orders. By compiling detailed customer data, agents are prepared to offer the right callers the right product pitches at the right time to help your revenue grow. Additionally, a contact center that offers a full range of inbound, outbound and automated services can seamlessly scale up to handle larger call volumes without keeping customers waiting impatiently in a long call queue. These invaluable services ensure that a customer never slips through your fingers.
Free Up Working Capital
Between hardware, software, facilities and managing staff, running an efficient, productive call center is an expensive enterprise for the average company. When you collaborate with a BPO provider to outsource your contact center operations on a transactional or hourly basis, then you can redirect expensive overhead costs toward strengthening your core business. You also hire customer relationship experts who are well-versed in your branding and know how to navigate complex customer issues. This delivers a lower cost per call rate, which increases profits and frees up your staff to focus on doing their main jobs well.
Improve Customer Satisfaction
One of the biggest myths in the call center industry is that outsourcing operations will damage your customer service program. The reality is that BPO contact centers are experts in delivering exceptional customer service experiences. They invest significant time and resources into training agents on best practices for engaging consumers, building bonds that encourage loyalty and quickly solving problems during first contact. This all contributes to higher customer satisfaction rates that turn patrons into brand advocates, which leads to larger audiences. BPO providers also utilize sophisticated technology to help your call center run smoothly, to uncover vital insights about what makes your customers happy and to eliminate pain points throughout the entire customer journey.
As a full-service BPO partner, Ansafone’s services extend far beyond contact center operations. Our goal is to support your organizational growth goals, which requires a comprehensive understanding of how our services help you seize opportunities and overcome obstacles. Your company works with a dedicated account manager to strategically launch campaigns that align with corporate goals to improve customer satisfaction and reduce operational costs. By leveraging our contact center’s data gathering tools, you will also gain insights that help grow your business. This valuable information can guide marketing initiatives, identify new touchpoints, uncover new customer segments, reconfigure resources and improve processes. You will also receive support in mapping the customer journey and identifying proper KPIs to increase your ROI.
Outbound Call Services
Launching an outbound calling campaign allows you to be proactive in boosting brand awareness and loyalty. Ansafone agents can make outgoing calls to support lead generation, convert interested shoppers into happy buyers and reconnect with former clients. Feedback generation is another valuable outbound calling service that captures repeat business. By promptly following up with positive and constructive feedback, your company proves that it cares about the voices of its customers.