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Outsourced customer service is NOT an option anymore! It’s a MUST.
Not only is it proven cost-effective, but it’s also instrumental in expanding support coverage. Here’s more: Businesses with consistent customer service retain 89% of their customers. Meanwhile, 73% of customers stick with the brand mainly because of its friendly customer service.
At a moment’s notice, well-trained agents can immediately troubleshoot customer’s problems. As a result, it’s easier now to build connections between the business and the consumers. Hence, this enables you to create a strong rapport with your target market.
The end game of these efforts? A 34% to 400% increase in your Return on Investment! That’s why these 9 companies outsource customer service. Let’s take a look at each company below and why they invested in outsourced customer services.
1. Target
Target Corp. owns and operates general merchandise stores. It offers curated general merchandise and food assortments, including perishables, dry groceries, dairy, and frozen items, at discounted prices. This merchandise giant has call center operations in the Philippines and India.
2. The Wall Street Journal
The Wall Street Journal is an international business-oriented newspaper. It is headquartered in New York City. It has a daily circulation of about 2.834 million copies (broadsheet and digital format).
This multi-awarded newspaper outsources its customer service to a Philippine BPO. The reason? They want to increase customer retention by offering inbound services.
3. Hootsuite
Hootsuite was established in 2008. Now, it is the global leader in social media management. It serves over 18 million customers, of which 80% are from the Fortune 1000. The management provided outsourced customer support to scale up its support operations.
4. 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.
Bank of America is a global leader in wealth management and corporate and investment banking. It provides services such as trading and serving corporations, governments, and institutions, as well as individuals across the globe.
5. Google
Google is the world’s top search engine. This multinational giant also develops Internet-based products and services, which include cloud computing and online advertising technologies.
Despite this, Google still recognizes the beauty of outsourced customer support. This is proven when they outsource phone and email support for Adwords. This move helped the company in reaping positive ROI.
Customer service outsourcing companies provide Google with phone and email support, virtual assistants, IT specialists, and developers.
6. JPMorgan Chase & Co.
JPMorgan Chase & Co. is one of the oldest financial institutions in the United States and the biggest bank by assets in the world. It has over 250,000 employees and US$2.6 trillion in client assets under management. It has call centers in the Philippines and India.
They outsource customer service and invest in the upskilling of their Filipino employees. These are higher-value skills in financial management, such as in analytical areas like portfolio and consumer credit analysis.
7. The Principal Financial Group
The Principal Financial Group is another global financial company based in Iowa. It enjoys the benefits of outsourced customer service and is present in 25 nations and territories around the world. The company also helps its clients access financial tools and resources and provides services for better financial management.
8. Amazon
Amazon is an e-commerce and technology company that offers services in artificial intelligence, cloud computing, and digital streaming.
Amazon outsourced customer service centers in the Philippines. This move is to support its customers around the world.
9. Capital One Financial Corp.
The firm is ranked as the 9th largest bank in the U.S. by assets. It provides specialized services like credit cards, banking, and auto loans. The firm has set up its outsourced customer service with a Filipino BPO company.
Top Customer Service Outsourcing Company For You
Not all customer service outsourcing companies are equal. A simple search on the web will return thousands of them. Thus, the critical thing to do here is to know how to distinguish an excellent BPO outsourcing firm from those that are not.
Note that an excellent outsourced customer service should have the following:
- Engaged and trained customer service representatives
- Regular quality assurance and monitoring
- Cloud-based call center software
- Fair pricing
- Secured services (must bear certifications such as ISO 27001 and PCI DSS)
- Good company culture
From startups to business giants, consumer satisfaction is always the end goal of any business process. It’s a good thing that Magellan Solutions exceeds the set requirements.
We handle both inbound and outbound customer services for over 100+ clients worldwide. We are ISO/IEC 27001:2005 Certified and HIPAA & GDPR Compliant.
We continue to strive to provide you with optimal services. To ensure your customer’s loyalty and brand satisfaction. Not on that page yet? Contact us now! We will guide you every step of the way. Fill out the form now!
