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Wrong vs. right reasons to consider customer care outsourcing
There is still a knowledge gap that gives rise to common misconceptions:
Exercise High Budget Cuts
Low-cost customer service providers are generally equipped to handle only repetitive support requests. So they might not be well-equipped to handle highly-specific or technical requests.
Avoid Support Responsibilities
Outsourcing isn’t a way to just get rid of customer support responsibilities. It’s a partnership that requires communication for both sides. If a team has no supervision, they might get disconnected from your brand. As a result, your customer support quality will drop.
A Quick Fix
Don’t expect support to solve all problems. Delivering a great customer experience takes time, consistency, and planning. You may need to put in a lot of initial hours training your outsourced team.
These are not what we offer. Instead, we work on:
Lowering your operational costs.
Outsourcing your customer service staff is a good alternative. This means you don’t have to pay a fixed salary. You also don’t have to worry about offering benefits. This would all be the responsibility of the payroll team of the outsourcing agency. Their only purpose is to let you know that your employees with us are being paid well. You can save around a total of $3000 in initial setup and infrastructure costs alone.
Moreover, your workforce costs are also reduced.
For example, the cost of living in the Philippines is 65.98% lower than that of the US. You can offer lower and more competitive rates to your outsourced team.
Increasing your support coverage.
Some businesses like e-commerce might be busier during the holiday season. If you choose to hire employees, the hiring process can take a few weeks.
Outsourcing provides fully-integrated customer service teams. They adjust to your company’s processes.
Streamlining repetitive tasks.
Tired of trying to resolve the same issues over and over again? Want your personal team’s time to be better spent on other projects?
An outsourced customer support executive is a good option. Even with technicalities, we have trained professionals to guide your consumers with everything. Nothing is unsolvable for us.
Growing your business
When your company is changing, you might not be able to focus on customer support.
This is the right time to outsource support. Maintain responsive, high-quality service while figuring out the long-term goals of your company.
Increase your audience globally.
Increasing the geographic reach of a business is always part of the long-run plans. Because of this, you will need to hire multilingual support employees. With us, we have agents that can communicate with your new customers.
Once you outsource, you can advertise this feature to broaden your customer base.
Procedures of an outsourced phone support
Procedures vary from business to business. Yet, every phone support has a common path to follow; resolve issues.
- Answer the call with an affirmative opening spiel.
- Verify the account by asking for needed information.
- Listen to the query or issue. Clarify by asking questions if needed.
- Have effective time management. As much as possible, the call can only be on hold for less than 2-3 minutes.
- Wrap up a call by asking if they could still help with anything.
- Lastly, an assuring closing spiel. It would be nice for the customer to know they could call again for any inquiry.
Magellan Solutions is the perfect candidate for customer care outsourcing companies
We are already awarded the ISO/IEC 27001:2013.
This certification enables organizations to identify, prevent, and defend potential security vulnerabilities. ISO/IEC 27001:2013 Certification further showcases our strategy. We make sure that our services follow the highest international and regional standards.
“The ISO 27001 Certification completes our vision for Magellan Solutions Outsourcing as a call center and BPO provider” – Fred Chua, Magellan Solutions CEO
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