Written by:
John Borillo

Published by:
Magellan Solutions

Customer service is an integral part in running any kind of business. It is one of the determining factors when it comes to the success of the business. That is why it is important when creating effective strategies on how to provide good service to customers. Getting customer support services from a call center is a bright idea that many business leaders prefer to ensure that they would be providing a long lasting relationship with customers.Philippine-based call centers are offering such service to companies both local and foreign. Although such method cannot replace interpersonal contact with customers, it still is, one way or another, a great help. Outsourcing customer service support can keep and maintain your presence to customers. It is because call center agents can facilitate schedule of meetings, client consultations and telephone conferences.

Customer support is essential for businesses that need to communicate with international clients daily. Agents should have access to the business’ calendar so that you will never miss an important appointment. Call center representatives can perform different tasks that involve customer service. The advent of technology helps call centers provide effective and fast access to contact center solutions.

To ensure that you can make the most from investing in the Philippine contact center, make sure that it can provide robust partnerships. It is the responsibility of every contact center to provide great services in order to obtain repeatable service outcomes. However, it is not enough to rely on the strategic approach – instead, the call center should implement scalable innovations in customer services and other call center resources.

Organizations nowadays are in need of scalable call center applications and resources. Customers are the lifeblood of the business that is why it is essential to provide exceptional service in order to uncover the opportunities not only for new customers but also for existing customers. Most companies invest in outsourcing customer service support from the Philippine BPO industry because the goal of any contact center is to provide a direct and fast connection with customers.

Companies are doing their best so that they can keep in touch with customers and, at the same, time build lasting relationships. Taking advantage of scalable resources from a call center can be a great help for companies. Meeting the demands of customers over the phone is significant – otherwise, you will lose them. Likewise, placing the caller on hold can result to disappointment of customers. In this case, customers will not call again that organization back.

Customers are complaining about having to wait for an answer to their query or to the solution to their issue. Others are complaining about other negative phone experiences. By outsourcing to call center services, you can ensure that such issues can be avoided. A call center application helps in augmenting the resources of call centers in managing both the inbound and outbound call instability. It also establishes cost-effective and appropriate solutions that match the customer touch point. The specially trained agents help in creating a professional brand representation.

Customers are using the multi-channel approach in reaching out directly to customers. However, call centers are facing fragmentation of communication. As an example, searching for scalable resources can help in preventing the possibilities of communication fragmentation. The resources should be able to handle multiple media platforms and communication vehicle. The Philippine contact center industry should adapt with the ever-changing behaviors of customers and the growing technology. In this way, they can meet the demands of the outsourcing companies and deliver incomparable customer experience.

What do scalable resources of call centers have to offer?

Any company starts small. It then grows as it progresses. As the business progresses, the need for acquiring costly equipment also increases. The need to add personnel also happens. Fortunately, outsourcing to a call center using scalable resources offer additional benefits which are as follows:

Extended service hours – Scalable resources are a great help to companies that need to communicate with customers 24 hours. Call centers can manage to handle customers from any time zone. They can also work according to your time preferences and can also offset hours if they must.

Recognized productivity improvements – People working from home should invest in call center training so that they will be able to know the scalable resources available in implementing their virtual work efficiently. Many companies are hiring virtual workers who do their jobs at home. Having resources can be a big help.

Lower employee turnover – Contact center representatives have a higher turnover rate as they are not affected by the stress associated to working virtually. Agents are also flexible and that is why they can do any type of job efficiently.

Less capital investment – There are different barriers affecting the outsourcing process including the culture and language as well as the labor rates. However, when outsourcing to the BPO industry in the Philippines, the requirement for capital investment is eliminated. It is because companies would only pay the call center based on the services rendered.

No geographical limitations – Working from home as a virtual agent is becoming popular to many foreign companies. However, in order to work globally, it is important to use scalable resources suitable to any geographical location.

Reliability and scalability of call center technologies

Intermittent outages and dropped calls are some of the issues reported by customers. These are plaguing the call center business. These also make customers disappointed and believe that they are not given the expected customer service. That is why it is important to choose a call center that can provide scalable and reliable services. This may give the outsourcing company the edge over its competitors. Scalable services prove to give success to the company through:

Innovation

In the past years, the call center industry is developing innovative systems that can handle massive and unpredictable call volumes. It is necessary for a call center to create call management and distribution architecture, agent and call screen recording technology, and voice recognition techniques. This will enhance and improve caller and customer satisfaction through efficient delivery of services.

Experience

Another thing that call centers should ensure is to have a pool of agents that are not only skilled but also have years of experience in handling different services particularly customer service.

The good thing is that modern call centers are using the most reliable and innovative call center technologies. It is a great help when providing services to customers. Tasks like routing incoming calls and allowing operators to monitor the calls are made easier. By staying updated with the technology, call centers can maximize their functions.

The Interactive Voice Response software uses an automated voice that attends to initial calls. It can also be programmed to perform various customer service interactions. Contact centers are using this software to reduce the cost of sales, services, support calls, inquiries and collection. Unlike the traditional IVR, the modern system collects the inputs and responses through spoken words recognized by the system.

Another innovative system that call centers should have is the Automatic Call Distributor that directs the incoming calls to the appropriate operators. The workloads are equally shared among the center agents so that the waiting time can be reduced. Likewise, the caller is given an Automatic Caller Identification. Additionally, the Voice Broadcasting hardware helps in calling people simultaneously by using different lines for outbound calls.

This important call center system is used for reminder calls, emergencies, announcements and many others. The messages are delivered to answering machines or individuals and the hardware can also handle a phone list database. Indeed, using the latest technology in the call center can improve the customer-agent interaction that may result to healthy business relationships. Likewise, the innovations can maximize the operations and better services.

The rapid advancements in technology have revolutionized the technical support operation and basic customer service. It helps many companies in making multiple centers a seamless whole. It is not only helpful for call center agents but also for those working as home-based agents. Using the call center software provides flexibility so that companies can be more cost-effective and keeping the network of agents more manageable through centralized information.

Outsourcing from call centers with scalable support offers many benefits not only to the agents but also to the company that decided to outsource some tasks. The business can improve its movements and applications making it more competitive over other companies. It does not only help in reducing the costs and workloads but also in keeping in track of customers’ behavior, patterns, and needs. Every company should know and understand customers’ behavior in order to give them the needed action. This is important especially when it comes to outsourcing to a call center that can provide the particular needs of a business.

The BPO industry in the Philippines is encouraging call centers to use the latest technology so that they can also improve their services. Many local and foreign companies are outsourcing from call centers in the country because they know that the agents are efficient in performing the tasks. However, as the virtual world is advancing, there is also a need to improve the technologies used in providing the services to customers.

Staying in the business and making customers satisfied would cost a big amount of money. Likewise, a growing business may also demand for an increase in customer service. This can only be made possible by outsourcing the non-core services of the company. It is a better option instead of hiring more employees. The software and technology used in call centers can help in answering the calls from customers and, at the same time, in meeting the needs of the business and the customers.

There are various services and software available that will suit any kind of business. Make sure that you choose the software that will exactly address the needs of the business. Otherwise, you will just waste your money paying for the call center services. Magellan Solutions Inc is one of the call centers offering the best services and using the latest technologies. If you want to improve your customer service without hiring additional employees, the best thing to do is outsource from contact centers.

Indeed, call centers are there to ensure that the company can provide customer satisfaction. Keep in the mind that customers are important – this is one way to retain them and build loyalty. Through new technological developments, call centers can do the job with high effectiveness and efficiency. In fact, there is software that is used in scheduling and tracking customers’ purchases and touch points.

Although there are different technologies that can help in handling customers’ calls, customers would still highly appreciate if a live person would accommodate their inquiries. Technologies can also suffer lapses and the quality of calls may suffer. However, with call center agents handling the calls, customers can discuss all the concerns and the agent, at the same time, can give the appropriate action.

Through the help of a call center, the company doing the outsourcing can give adequate attention to their customers and that is essential in growing the business. It will not only exceed customers’ expectations but also enhance the relationships between the customers and the company. Once such a relationship is established, they will repeatedly buy the products and services.

The call center business is enhanced by using the latest technology and software that can anticipate and provide the needs of the customers. It is the best option for businesses with several branches and which are serving customers from different time zones. Call centers operate 24 hours and this means that they can provide assistance anytime of the day. That is why you can expect that all the inquiries of the customers will be handled and not be missed.

It is quite expensive to outsource such services, but once it is employed properly, you can expect the best results and also expect to get huge profits. Likewise, business outsource processing guarantees to concentrate on business development by using effective strategies and finding the right target customers. They also handle the projects according to the instructions of the clients. On the other hand, business outsourcing services in a call center should also be equipped with the latest technology so that they can monitor how the agents perform their tasks.

It is worthy to invest in services outsourcing as long as it can guarantees to provide the needs of the company to make it be successful. The customers are an integral part of the business and that is why it is essential to prioritize them. Find out more about outsourcing by visiting Magellan Solutions today.