5 of the Greatest Advantages of Outsourced Customer Service

by V(we) Care Vcare Outsource Call Center New Jersey

Out of the many operations carried out by organizations, customer service is one of the most important. Without quality customer care, you are likely to lose your customers to competition. To ensure that you get maximum benefits out of your customer-facing endeavors, outsourced customer service can be utilized.

Outsourced vs. In-House Customer Support Service

When it comes to customer support service, you have two options: in-house or outsourced. In-house customer service is on-premise i.e. within one’s company premise. All the infrastructure, real-estate and facilities need to be provided by the company itself.

On the other hand, outsourced customer care is completely handled by a vendor that has no direct relationship with your company. Generally, an expert customer service outsourcing provider is hired for this task. This vendor is already proficient in this line of work and has experience of several similar projects.  Once you outsource the work, the liability of handling customers and their data lies with them.

Greatest Customer Service Outsourcing Advantages for Businesses

Customer service outsourcing, when it is done right, can provide you instant advantages. Have a look:

Access to better CRM, IVR, ACD and other important software

Call center software solutions like CRM, IVR, ACD etc. play a huge role in the performance of daily call center tasks. These tools enable agents to perform their duties in a better way. For example, a CRM provides proactive information to the agents when a call arrives. A quality IVR helps customers get to the correct department and ensure that they have a good experience. This ensures that they are in the right mood when they reach support, which helps agents in conducting calls better.

Access to agents who are proficient in handling software and customer

Having good software tools alone is not enough as you also need agents who are well-versed in them. At Vcare, you get experienced agents manning the phone stations for your process. Our agents ensure timely resolution of queries and at the same time maintain the highest level of customer satisfaction.

No major capital expenses

A small or medium scale business does not have enough capital for starting a call center from scratch. Taking a loan or lending money can become a huge problem for such companies who are still finding their feet in the business world. For such companies, major capital investments can be financially debilitating. But with customer service outsourcing, you get all the major resources as part of the subscription. All you have to do is pay a recurring periodic subscription fee and you get a fully-functional call center for your business.

Complete scalability

At anytime the scale of a customer service operation may rise. If you do not have the resources to match the increased scope, you risk putting your call center in a difficult position. But with Vcare as your outsourced customer care partner, you get a completely scalable workforce. This allows you to ramp up or down your customer care operation exactly as per requirement.

Currency exchange rate advantage

Outsourcing to Vcare – with call centers in India – allows you to exploit a positive currency exchange rate difference. For developed world companies e.g. companies based in the Europe or the US, it is possible to cut down the cost of operation by up to 2-3 times quite easily. 

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Created on Apr 17th 2020 06:59. Viewed 391 times.


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