Customer Support Outsourcing: The Surest Route to Customer Care Success

by Vcare Corporation Vcare Corporation Outsource Call Center

The importance of customer support service has grown leaps and bounds in the past few years. Modern-day customers have very little patience. When they purchase something, they want it to work instantly. In case, it does not work as intended, they pick up the phone and make the call. Therefore, the volume of calls is always high and there is a lot of burden on the shoulders of call-handling executives. Lack of scalability of an in-house operation is often the reason why businesses are unable to fulfill the requirements of their customers. Therefore, customer support outsourcing has become a viable option for companies.

The Scalability Advantages of Outsourcing Customer Service

Outsourcing customer service to a reputed call center offers you numerous advantages, with scalability being one of the biggest. As call centers run multiple processes, they always have access to the human resources. Also, there are many call centers in ITES hubs like India and China with a perennial supply of call center talent, all thanks to the large population in these countries.

Finding the right partner allows you to meet the voluminous call flow and provides you the following advantages:

1. Scalable call center can help you meet the growing requirements and attend each and every call, thus minimizing the abandon rate

2. You are not forced to hire and fire staff members on a moment’s notice, thus reducing the pressure on HR department

3. No need for constantly training new agents in Voice and Accent as professional call center vendors can move trained resources from other processes to support a growing customer service operation

Financial Benefits of Outsourced Customer Care

The biggest reason why companies outsource is because they want to maximize financial benefits. Have a look at some:

1. Currency exchange rate advantage – The value of currencies in developing countries is considerably low as compared to the currencies in the developed world. So, it becomes possible to offload your work to a company in such a country for financial benefits. It is even possible for you to choose an eminent outsourced customer care provider and still make a profit on your investment. Vcare is one such customer support outsourcing provider with excellent resources and credentials. A company based in the USA and Europe can expect to reduce the cost of customer care operation by up to 2-3 times by partnering with Vcare.

2. Very little capital investment – High capital investments are what stop companies from forging high-quality in-house customer care departments, which ultimately leads to substandard customer services. On the contrary, when you employ the services of a seasoned pro in the call center industry, you get all the resources as part of the contractual partnership, thus minimizing major capital investments.

How to Achieve Sure Shot Success with Outsourcing Customer Service?

Outsourcing customer service can only work to your advantage if you select the vendor with care. Have a look at some tips to find the right vendor:

Search the Internet before entering into a contract

Internet is where you can find organic reviews, case studies and testimonials about your customer support service future partner. Check out if the potential vendor has the right credentials in your line of work, whether it has handled projects like yours before and how well it manages clients’ data. Only if it ticks all the boxes, you should enter into a new partnership.

Invest in a liaison manager

Frequent visits to an out outsourced customer care vendor are inconvenient and financially debilitating. Instead, hire a liaison manager who can sit at vendor’s office and serve as your eyes and ears.