Improve Call Management for Better Results with Call Center Outsourcing Services
Call center services are an indispensable part of an enterprise’s day-to-day work operations. They are like a backbone, on which, the entire fate of a business operation hinges upon. It wasn’t the case just a few years ago, but as more power is vested in customers, call center outsourcing services have become inextricable.
Call Management vs. Call Center Management
Many amateurs in the call center industry might get confused with the terms call management and call center management. The two are actually quite different, but both have a huge bearing on the way call center services shape up.
Call center management is all about management of agents, infrastructure, services and real-estate. On the other hand, call management deals with how an agent performs over the call i.e. the communication aspect of a call center operation.
Most call center outsourcing companies have call center management nailed down to a tee, but call management is a different matter altogether. Without proper management of the ebb and flow of a call, it is impossible to get the right results.
Key Aspects of Call Management for a Call Center Outsourcing Company
To be very honest, call management can make or break a company’s image in front of the customers. A call center outsourcing company that specializes in call management and trains its agents in a suitable manner can become an asset. Have a look at some key aspects of call management:
Opening and closing
Putting the best foot forward at the start of the call helps an agent build rapport with the caller. Branding of call, salutation and an opening spirit are vital aspects of opening. While closing the call, the agents need to paraphrase, summarize the call and ask customers if they would like help on some other issue before they put the receiver down.
The middle
It involves troubleshooting or query resolution, depending on the process. Most companies have a guideline for how to convey information and resolve queries. Besides that, agents need to show common sense and display empathy at every step. A balance of professionalism with a bit of friendliness (should never be overdone) is the right approach. Do not be exceptional, just be consistent and accurate.
Hold, mute and transfer
Although hold, mute and transfer are not required on every call, they are vital when needed and should be done correctly. Mute should be avoided at all call. Hold and transfer protocol should be followed to the letter.
Outsource call center to a company that knows exactly how to manage call, and you give yourself the best chance to maximize customer satisfaction.
Summary
Call management is a vital part of call center outsourcing services. At every stage of the call, the agent needs to be mindful of maintaining a systematic flow of communication. Company protocols need to be followed for opening and closing along with hold and transfer. However, customer care reps should also display common sense and show empathy to maximize the quality of communication and improve customer satisfaction ratings.
The Success Mantra for Inbound Call Center Outsourcing in 2021
As we stumble into the latter half of Covid-19 stricken 2020, we can hope that things will get better in the coming year. Almost every business has suffered great losses at the hands of this deadly virus, and it remains to be seen if the world will ever come out of the mire. However, it is best to stay prepared for the future by keeping the negative impacts of the virus in check in the coming year. When it comes to call center services, there is a glimmer of hope in the form of inbound call center outsourcing.
The Improvements via Inbound Call Center Outsourcing in 2021
Call center outsourcing is expected to become the theme for business owners across the globe. One of the biggest factors for that is the contingency that it provides. In case, operations need to be halted at the base location due to any reason (like virus outbreaks), the call center outsourcing company can still continue its operations from a different location.
Some common inbound call center outsourcing trends that will dominate the year 2021 are:
Work from home and remote cloud call centers will become specialized
Right now, Work from Home (WFH) is considered to be an ad hoc solution for conducting office and call center operations. But this is all going to change in the coming years. In most cases, WFH has proved very useful especially when a company has a cloud-based remote desktop solution for its candidates. This is a great precedent to follow for the BPO industry and we are likely to see more and more call center companies investing in cloud-based CRM modules. The impact of this new strategy is expected to be felt in 2021.
Offshore outsourcing will become more common
Many companies outsource domestically because they are unsure about outsourcing to a different country. But with cloud-based call centers increasing in number and remote desktop support becoming very common, the value of offshore call center outsourcing will rise gradually. On top of that, these services provide great economic benefits, which makes them a win-win for business operation.
Omnichannel support will become the new norm
Slowly, call center outsourcing operations are moving towards Omnichannel strategy, which encompasses Live Chat, Email and Social Media Support apart from the ubiquitous phone support. The move to Omnichannel will become the new norm, as more and more established players and even startups will start providing Omnichannel support solutions to their employees.
Summary
Brace for the emerging trends in 2021 by following the lead of industry experts. The move to cloud will be expedited by most call center outsourcing companies, and at the same time we will see a rise in offshore outsourcing to reduce costs. Also, companies will look to employ Live Chat, email and social media support channels for providing an Omnichannel experience.
Outsource Customer Care and Telemarketing for All-Round Business Benefits
Customer care and telemarketing services are two of the main components of modern-day business machinery. While a customer care department keeps your customer satisfied, telemarketing outsourcing services help you bring in new business. But still many business owners do not outsource customer care or telemarketing services and ultimately end up losing the focus on their core operations.
The Reasons for Inbound & Outbound Call Center Outsourcing
Over the years, call center operations have increased in importance. Without a good call center, you can lose out to your competitors in the market and suffer huge customer attrition. But if you can find a suitable inbound and outbound call center outsourcing partner like Bluechip Call Center, the benefits are amazing:
Keep existing customers happy and bring in new ones
With quality vendors as your partner, you can maintain your existing customer base and at the same time bring in new clients. All this is done by the vendor, and you can simply stay focused on core operations.
Great cost savings
No capital investment means that you can save a whole lot of cash for funding your core operations. Inbound and outbound call center services in India provided by Bluechip Call Center are reasonably priced, and can serve as a great asset for your business.
Maximize Outreach of Evolving Industries with Multi-Lingual Call Center Outsourcing
Globalization is the name of the game if one wants to take his business to the next level. Call center outsourcing plays a crucial role in this task. It brings in new expertise, talent, skills, software and most importantly cultural understanding of distinct customer bases. For example, a company in the US would find it difficult to recruit French-speaking agents for its customer care department. But a multi-lingual call center outsourcing company would make the required talent easily available to that company.
The Key Advantages of Multi-Lingual Call Center Services
An international vendor that runs multi-lingual call center services can become a beneficial partner for your busines. It can provide you with the following advantages:
- One-stop call center services for its branches and stores in different parts of the world
- Easier to manage and focus upon the various call center services operational across the globe
Leverage the Advantages of Multi-Lingual Call centers in the Following Industries
Although multi-lingual call centers are deemed vital for the success of a business operation in the modern world, there are some industries that require them more than the others. Below are the topmost industries and business segments that can benefit the most from the services of a call center outsourcing vendor:
Medical & Healthcare Industry
Healthcare is important for every human in the world. As a result, people from almost every ethnic group and region call your health center. Due to the critical nature of their calls, you need to have a staff that does not make any error while receiving information. Providing call center services in the preferred languages of the callers would definitely be helpful. As healthcare call centers deal with complex processes like billing and insurance claims, you cannot afford to have any communication gap between the agents and the customers.
Retail
Although retail call centers are not as critical as healthcare, the sheer number and diversity of customers necessitates a multi-language call center. As most of the retail busines is centered around the Asia Pacific region, a company in the US or Europe can look forward to outsourcing call center services to India or other countries in the region. This will give them access to a workforce that already knows the language and mindsets of customers in the region.
Finance Sector
Financial sector includes bank and insurance companies. As money is the agenda here, it is vital that there is no confusion in the discourse. A multi-lingual call center simplifies the overall call experience for a number of customers. Also, a customer is more likely to choose your bank, if he knows that you provide call center services in his preferred language.
Hospitality and Travel
As more and more people become interested in travelling across the globe, the need for expert communicators is rising. An agent that speaks multiple languages can become a major asset for an organization involved in the tourism trade. Just imagine a traveler stuck in China and unable to communicate. It would be very hard for him to find someone who speaks his mother tongue or the universal language i.e. English. In such a scenario, he would be more than happy to hear someone speak his mother tongue and helping him in a difficult situation.
Back Your Multi-Lingual Call Center Support with 24x7 Operation
24x7 call center operations are loved by customers. So, if you are planning to employ the services of a multi-lingual call center outsourcing company, then you should go the extra mile and recruit a 24x7 vendor like Bluechip Call Center. It is an eminent call center services provider in India with great experience of the developed and emerging markets. With its experienced workforce and management, it can handle a diverse clientele with ease. It offers both inbound and outbound call center services that are operational round-the-clock.
