Customer retention is the ultimate goal of any business.
And what is the sure fire way to achieve it?
Make the customers feel that they can easily connect with the business. Long after you sold a product or rendered a service.
You can do this simply by ensuring that they can reach the business 24/7 without delay via an outsource customer service.
An in-house customer care hotline would be ideal for every type of business, but an outsourced customer service is always the smart choice.
Not only is it proven cost-effective, it can expand the support coverage, and scale the business all while saving a lot of resources from training to placement costs.
These are the reasons why even key industry players outsource customer support because they found it genuinely beneficial.
Imagine this: an outsourced customer service ensures that your customers can connect with you without delay, no ifs and buts. How does that sound?
Not just simply customer support, customer service outsourcing companies provide high quality customer experience. Specifically, they provide highly skilled call center employees to answer any of your customer’s concerns.
As a matter of fact, per Aberdeen Group, businesses that provide consistent customer service retain 89% of their customers. In a separate study by Harris Interactive, 73% of customers stick with the brand solely because of friendly customer service representatives.
Additionally, these well trained agents can naturally troubleshoot customer’s problems at a moment’s notice.
As a result, it’s easier now to build connections between the business and the consumers.
Furthermore, this activity provides your customer the sense of belongingness and participation to the brand and to your business. In other words, this enables you to create a strong rapport with your target market.
To which translates to higher Return on Investments. Research found that for every cent a business invests in its customer service, the ROI is roughly between 34% to 400%.
List of Companies that Outsource Customer Service
Target Corp. engages in owning and operating general merchandise stores. It offers curated general merchandise and food assortments including perishables, dry grocery, dairy, and frozen items at discounted prices.
This merchandise giant has call center operations either or both in the Philippines and India.
The Wall Street Journal
The Wall Street Journal is an international business-oriented newspaper headquartered in New York City. It has a daily circulation of about 2.834 million copies (broadsheet and digital format). Thus making it one of the largest newspapers in the United States.
This multi-awarded newspaper outsourced customer service for inbound customer retention to a BPO company in the Philippines.
Hootsuite was established in 2008 and now the global leader for social media management. They are serving over 18 million customers to which 80% are from Fortune 1000.
The management decided to avail an outsource customer support to quickly scale their support operations.
The Bank of America
One of the biggest US companies that outsource customer service abroad. It is one of the largest American call center employers.
The Bank of America is a global leader in wealth management, corporate and investment banking. They provide services such as trading, serving corporations, governments, institutions and individuals across the globe.
It serves about 66 million consumers and small business owners from the U.S. and more than 35 countries across the globe.
Google is the world’s top search engine. This multinational giant also develops Internet-based products and services which includes cloud computing and online advertising technologies.
Despite its amazing in-house company culture, Google still recognizes the beauty of an outsourced customer support. This was made clear when they outsource its phone and email support for Adwords.
This move helped the company in reaping positive ROI.
Customer service outsourcing companies provide phone and email support, virtual assistants, IT specialists, and developers for Google.
JPMorgan Chase & Co.
JPMorgan Chase & Co. is one of the oldest financial institutions in the United States and biggest bank by asset in the world. It has over 250,000 employees and a total of US$2.6 trillion client assets under management. It has call centers in the Philippines and India.
Aside from its usual outsource customer service, they also invest in upskilling their Filipino employees. These are higher value skills such as in analytical areas like portfolio and consumer credit analysis.
The Principal Financial Group
The Principal Financial Group is another global financial company that enjoys the benefits of an outsourced customer service. Headquartered in Iowa, the company is present in 25 nations and territories around the world. It also helps its clients in accessing financial tools and resources for better financial management.
Amazon as an e-commerce and technology company, it provides services on artificial intelligence, cloud computing, and digital streaming.
Amazon outsourced customer service centers in the Philippines to support its customers around the world.
Capital One Financial Corp.
Ranked as the 9th largest bank in the U.S. by assets. They provide various specialized services such as credit cards, banking, and auto loans. The firm have set up their outsourced customer service with a Filipino BPO company.
Not all customer service outsourcing companies are equal.
A simple search on the web will return thousands of them. Therefore, the critical thing to adopt here is the knowledge on how you distinguish a good BPO outsourcing firm vs. those who are not.
With customer retention as your topmost KPI priority, an outsource customer service should provide and meet these standards:
From startups to business giants, consumer satisfaction is always the end goal of any process. Good thing, Magellan Solutions, exceeds the set requirements. We handle both inbound and outbound customer services for over 100+ clients around the globe. We are ISO/IEC 27001:2005 Certified and HIPAA & GDPR Compliant.
We continue to strive to provide you with optimal services that will surely make your customers loyal to your brand. Not on that page yet? Contact us now! We will guide you every step of the way. Fill out the form now!
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