There are other Southeast Asian countries that offer cost-saving services. But most American companies still prefer the Philippines. It is mainly because of the skilled workforce and lower call center pricing. It’s the main reason why it would be better if you outsource here. It’s that simple.
Below are the top channel of communication for call center outsourcing:
The BPO industry in the country has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company. Even if the team is under the Philippine BPO company, you are the only one who manages them the way you want. Managers would only serve as mediators.
Here at Magellan Solutions, we help build a team and grow your organization. As a BPO company, we shoulder the responsibility of managing the processes of starting a team.
Customers prefer call centers over indirect platforms. Such platforms are usual product manuals, brochures, and even chatbots. Because of this, we have listed our strategies. We offer this with our trained agents.
Offering multichannel, you can provide a consistently high level of customer service. Your goal as an eCommerce business is to take customer service in every platform that a customer has access to online.
When customers can’t connect to you via phone or Live Chat, they will often turn to social media. It also serves as a medium where brand advocates can talk about when you go above and beyond expectations.
Live chat increases sales. Customer service representatives can have multiple chats going simultaneously.
Instant messaging allows most customers to get an answer right away rather than wait for 24 hours or more with email. It’s very convenient and less costly as compared to phone support.
Making sure customers don’t have to repeat themselves or wait days for a response is an important aspect. It is very frustrating having to wait on hold or repeat the same information to different representatives.
CSAT helps you see if the interaction with the customer was a successful one or not. Customer satisfaction surveys use CSAT. This measures the consumers’ satisfaction with the product or service.
Agents would usually question customers “How satisfied were you with your experience today?” and ask for a numerical rating.
Customer service tools are crucial in retaining customers and keeping them satisfied. It helps customer service representatives manage customer inquiries better. It can integrate with online platforms and contact forms on your website. Everything is then stored in one central location.
One of the most frustrating things is being unable to find information online.
Ensure that your eCommerce website has an FAQ section. It must have relevant and basic information. This helps customers in easily reviewing a purchase. It also helps in assuring customers that your product is in good condition.
Holidays are the busiest time for the majority of eCommerce industries. More sales equal more returns and more customer support.
Consider employing extra staff to cope with the increased workload. All the while still maintaining high levels of customer satisfaction.
With the skilled workforce and lower call center pricing in the Philippines, it would be better if you outsource here. It’s that simple.
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