5 Key Principle on How to Win in Omnichannel Outsourcing

5 Key Principle on How to Win in Omnichannel Outsourcing

A blog banner by Magellan Solutions titled 5 Key Principle on How to Win in Omnichannel Outsourcing

A blog banner by Magellan Solutions titled 5 Key Principle on How to Win in Omnichannel Outsourcing

Omnichannel outsourcing allows SMEs to maximize the visibility of their product on many platforms.

It is not enough that you have a cold calling service when you want to reach the full potential of your business. That’s why SMEs use omnichannel outsourcing to provide various platforms for customers.

 

SMEs outsourcing omnichannel have a 91% better retention rate after one year.

 

Despites its popularity, not everyone succeeds after partnering up with a BPO company. So, here are some tips on how to win your customers using omnichannel outsourcing:

 

  • Brand Consistency

 

Some companies tend to fit their branding on what platforms they’re using. Hence, creating a confusion when customers encounter you on other channels. 

 

Before outsourcing, make sure that  you already have a plan on how you will present your product. Small details like color palette and tone of ads are important in customers’ memory.

 

To achieve a consistent branding, you must study the demographics of your customers. If you’re not sure how to do it then some BPO companies can offer their assistance in clients researching.

 

  • Be Upfront On Pricing Details

 

70% of customers abandoned their cart if they didn’t see the total cost of their purchase. Some are afraid that the business will rip them off and charge them excessively.

 

You must build trust with your customer by giving them accurate information. Shipping time and fees are some of the details customers are looking for before checking out.

 

Your BPO company should provide you an option to include price details in all your platforms. This way, buyers will know what they’re into. Besides that, it will also improve your customer service satisfaction rating.

 

  • Include the Availability of the Product

 

Customers can get upset when they find out that the product is not available after placing it. 71% of people ordering online expect to see only the available product in your store.

 

Now, it might be hard to regularly do inventory and update your product online. Fortunately BPO companies can provide you with back office support for inventory monitoring.

 

Also, you also need to provide a very clear description of your product. You can use an HD actual picture of it or upload a video presentation. 80% of consumers appreciate a website that has video of their actual product.

 

  • Focus on Your Response Time

 

One-third of customers expect an answer from your customer within 30 minutes. Half of these clients also have the same expectation during after-office hours.

 

But, only less than 10% of companies have the ability to follow these customers’ expectations. Ergo, potential buyers tend to look for another company to buy a product. 

 

It is important that you have an option to do a 24 7 operation when you outsource your omnichannel service. On top of that, you have to assess your call volume so you can determine how many agents you need.

 

  • Look for a Trusted Outsourcing Partner

 

One secret in efficient outsourcing is getting the best BPO company to fit your criteria. It is not enough to partner with the biggest call center company available. Some of them have processes that might not be applicable in your business.

 

When looking for a third-party service provider, you must check if they can protect your data. BPO company with an ISO 27001 Certification guarantees security for your consumers’ information.

 

Another thing that you should consider is the flexibility of the BPO contact center. They should have the abilities to support you in case you need to outsource more functions.

 

Top Omni Contact Center Channels in 2021

There are a lot of platforms to choose from when outsourcing omnichannel services. So, which mode of communication should you focus on? 

 

According to recent studies, 79% of consumers prefer live chats. This is due to the fact that it offers instant responses. On top of that, 44% of them said that they will most likely buy from a company that answers immediately.

 

Phone calls are still an in-demand communication platform for many customers. This is popular especially to elderlies don’t have any idea about chat messaging. 61% of consumers are still calling businesses to inquire about their product.

 

Although social media and email are relatively low, it has its advantages. You can use social media as a way to promote your product. Majority of internet users have at least one social media account.

 

Meanwhile, email newsletters are for B2B marketing. It is more formal and you can put as many details as you can. Which is what a B2B message should be.

 

People Behind Digital Transformation eCommerce and Multichannel Team

Here are some of the people that you need when you want to have a successful omnichannel campaign:

 

  • Customer Service Representatives
  • Social Media Managers 
  • Online Community Supervisor
  • Chat / Email Support Representatives
  • Technical Support
  • Market Researcher

 

All these positions are important in providing excellent service for your customers. You can get these people when you partner up with the best omnichannel BPO.

 

If you want to outsource in an offshore country then you must consider the Philippines. They have one of the best English speaking agents in Asia.

 

Best Omni Channel BPO Company in the Philippines for SMEs

Magellan Solutions is the omni channel BPO company for small and medium businesses. We have more than 17 years of experience assisting SMEs worldwide.

 

Our pricing is very SME friendly. We have a flexible cost calculation that depends on the service that you need and number of agents.

 

We have several safety features too in order to protect your data. In fact, we have an ISO Certification that supports our claim as one of the most trusted BPO companies.  

 

Contact us today and get a free-60 minute consultation. Please fill out the contact us form below.

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