How Customer Support Services Help in Augmenting Customer Satisfaction

by Alexis Powella Author

Nowadays, it has become difficult for businesses to survive in the cut-throat competitive market without offering effective chat support service to customers. With the growing needs of business, its complexities have also increased. Engaging premium staff into the task of handling customer calls and resolving customer queries is time consuming and expensive method and certainly not a viable option. Therefore, it is vital for companies to partner with a third party service provider to outsource non-core business functions to call centres India. The service providers strive hard to deliver best-in-class services to its customers.

Outsourcing means getting your work done outside the company. Various service providers that offer this service hire a team of skilled and certified professionals to perform varied allocated business functions. Numerous business organizations, be it small or large, are partnering with call centres India and subcontracting non-strategic business functions to them. By outsourcing non-core operations, businesses can focus on key competencies of the organisation thereby increasing sales and improving the return on investment (ROI) of the company.

Businesses do not intend to engage their premium staff into non-core operations. Doing this would inevitably turn the focus of employees from core jobs of the company. By associating with contact support service providers, businesses neither need to hire experts nor do they need to rent an office space and incur hefty investment. Call centers India have a team of efficient staff who proficiently manages customer queries and resolve them efficiently.

Service offered by call centre service providers:

• Marketing Services

• Technical resolution

• Appointment scheduling

• Lead generation services

• Telemarketing services

• Customer survey

• Live customer support

• Order taking

• Market research

• Product & service promotion

• Inquiry handling

Let’s take a look at reasons behind outsourcing business functions to a third party vendor:

More resources for core business processes: Instead of starting in-house call center and paying higher wages to employees for non-core functions, it is better to associate with an outsourcing company and spend money on new advertising campaigns, new equipments, researches regarding new products, and on refurbishing existing facilities.

Cost Saving: Outsourcing business processes to third party service providers helps in cutting down hefty upfront investment incurred in accomplishing non-core operations of the company. The monthly wages of workers in countries like the United States are very high. By partnering with call centres India, businesses do not need to spend huge amount of capital in setting up in-house call centres.

Improved Performance: The service providers have a team of highly skilled and experienced professionals who adroitly help in resolving issues related to products and services. Businesses leverage on resources of third party service provider and accomplish their core business operation. Ability to focus on core business and improved IT performance are some of the significant reasons for associating with an outsourcing company.

Round-the-clock service: Professionals of call centres India are available round the clock at the service of their customers. Customers can avail benefits of the service from anywhere at any time. Consumers only need to call at the toll free number of the service providers and get their queries related to product/services resolved within fraction of minutes.

Instant Resolution: The representatives of call centres India cordially assist their customers thereby effectively resolving typical customer queries and providing instant support for the same. The services can be availed through a telephone call, SMS, e-mail, voice and web based chat. The service providers offer accurate and updated information to the customers. This helps in reinforcing relationship with customers.

Outsourcing is accepted by almost all business firms. Outsourcing helps in reducing operational cost of the company which can be used to perform other core operations of the company. In short, offshoring to call centers India is expected to gain momentum in the coming years.