56.14% of customers expect to talk to friendly customer service agents every time they call a business. With this, this must be a top priority for SMEs looking for customer service outsourcing companies.
It is also a strong indication that honing your reps’ interpersonal skills is a critical factor in winning customers’ trust.
That’s why at least 46% of CEOs agree that customer satisfaction rate is more important than getting a lot of revenue.
The business owners figured that profit would come after they established a strong relationship with their clients.
With this in mind, let’s explore how outsourcing to a happy customer service firm can contribute to your company’s success:
Average handling time (AHT) has been one of the most important metrics to measure in the call center industry. It shows how quickly your agent can resolve customers’ issues.
Many industries strictly implement a low AHT for their agents so they can answer as many calls as possible on their shift.
Besides that, the average AHT for any call center should be at least 6 minutes. There’s a tendency that customers will get frustrated if you can’t provide answers to their questions immediately.
Still, 33% of consumers don’t mind staying on the phone longer as long as the customer service representative is friendly and can help them.
Customers will appreciate agents who are doing everything just to assist them in their inquiries. They can understand why they’re taking so long to resolve it while they’re on the phone.
Agents explaining the situation to customers can also alleviate the situation and calm them down.
Moreover, it is easier for clients to stay on the line when the agent has a positive outlook and is well-mannered.
Turnover rate has been a major issue for many industries over the past few years. In fact, the current attrition rate in the call center industry is at around 30% – 40%.
This seems to be a concerning issue for businesses planning to outsource customer support services.
However, when you check the segmented attrition you can see where the problem is:
As you can see, small-sized call centers offer lower attrition rate compared to medium-sized and large-sized contact center providers.
These small-sized call centers usually offer their service to SMEs. So, it is better to take your business to small-sized call centers if you’re a start-up business planning to outsource.
Did you know that 73% of customers say that a friendly customer service rep is the main reason they stay loyal with a company?
Having a friendly customer service is a result when the BPO company offers a happy environment for their agents.
They can channel this positivity to the person they’re talking to over the phone. As a result, they will become your loyal customers.
These loyal customers spend 67% more than new customers that you can acquire. You still need to win over these new customers in order to persuade them into buying your product.
Moreover, acquiring new customers can cost 5-10 times rather than selling to existing ones.
So not only you get more profit, you can also save more when you have your consumers have a happy customer service experience.
It is hard to launch a new product or service if you’re not a trusted company. There will always be doubt whenever you’re taking risks in marketing it.
That’s why you need to invest first in strengthening your customer service team before anything else.
After all, a happy customer service experience means a lot on your credibility. People will remember your brand more than those companies that have horrible customer service teams.
Indeed, 64% of consumers are more likely to try your new offerings if they think you have excellent customer service.
Customers are 64% more likely to try a company’s new offering if they think the company has very good customer service.
It will eliminate all doubts in their mind knowing that you have a great after sales service.
One thing to factor in when looking for a happy customer support outsourcing provider is their agents’ tenureship. It is a testament to how well the company manages their people.
Here are some ways that make outsourced support agents stay in a BPO company:
62% of customers’ said that representatives’ knowledge and resourcefulness was a deciding factor for a happy customer service experience.
Unfortunately, 86% of agents feel that they don’t have enough resources to effectively solve customers’ problems.
They’ll end up getting frustrated on how little they can help their customer. As a result, they leave the company to look for better opportunities.
It is the reason why customer service outsourcing companies should allow their agents to be resourceful when it comes to resolving customers’ issues.
Call center firms can provide several sample scenarios to their agents and see how they can solve it.
It is better than giving them a step-by-step template that will end up feeling like you’re caging their ideas.
Having a freedom to get involved with the decision-making process makes employees more assertive in their position in the company.
Computer tools and software makes the work faster and easier for call center agents. That’s why it is important that the BPO firm has updated technologies all the time.
But, 60% of agents agree that their call center company doesn’t always have the technology they need to address customers’ inquiries.
It is an alarming rate considering that cloud-servers and AI technology is the future of the call center industry.
Now, having happy customer service also means the team has the full support from the management. Investing in the best technology available for the agents can boost their morale.
As a result, they can provide happy resolutions to your customers. Which can bring more profit for your company in the future.
60% of the time, agents fail to resolve customers’ issues during first contact due to an inability to access the right data.
Customers can easily get annoyed when their inquiries aren’t solved right away. So, they might lash it out to your agents.
As a result, it might create a very stressful environment for your customer service reps. They can channel out this stress to other customers inquiring about other concerns.
That’s why some customer service outsourcing companies implement access to data when agents need it for their work. However, some owners are afraid of information leaks that might affect their company.
That’s why it is important that you partner up with a BPO company with different certification from standardization bodies.
It is proof that they passed strict measures to protect your privacy.
Some BPO companies also have a rule where the team leader or manager can only access the information. They can forward this data to their agents once they requested it.
Having this kind of system in information dissemination will make the work easier for your agents.
The convenience will eventually pass on your clients and they will get a positive customer service experience.
72% of businesses agree that they can use data analysis to improve the customer experience with them.
It is also what the customer service outsourcing companies are aiming for. They gathered several pieces of information in their database to further improve their customer engagement.
Call center service providers will analyze this data using advanced analytical software. As a result, they can plan out better strategies to resolve customers’ concerns.
On top of that, they can determine how they make your customers happy so they can remember your business easily.
Research says that it takes 12 positive customer experiences to make up for one negative experience.
However, you might not be able to do this as 80% of people will look for another company after they experience bad customer service.
It is the reason why many customer service outsourcing companies try to avoid as many mistakes as possible when it comes to dealing with customers’ concerns.
They will try to provide happy customer service even if they can’t solve consumers’ concerns.
After all, 76% of customers also stated that they might give the company another try if they have an excellent customer service experience.
Outsourcing of customer service is a hard task especially for a start-up company.
However, you can easily find the best customer service provider for you if you know the reason why you’re outsourcing.
One of the reasons SMEs outsource their customer service is to reduce their manpower fund.
In fact, you can save 70% to 90% in wage payouts when you partner up with a call center service provider. You can use this amount in other things like improving your product.
Another driving force for SMEs to outsource is to look for another avenue to expand their business.
BPO companies have experience handling start-up companies like yours. So, they might give you some pointers on how to further upgrade your service.
Lastly, SMEs offshore their customer service as they know call center firms can handle their customers better.
This contact center company has a systematic approach when it comes to customer support. They will study your target consumers before putting people that will engage with them.
It ensures a better customer service experience and will make them happy after every call.
According to a study, here are some of the characteristics of a company that has happy customer service agents. Let’s compare it at what Magellan Solutions can offer to their business partners:
Magellan Solutions provide several perks and awards to our agents who were able to provide excellency with their work.
We always prioritize employees that have a recommendation from our business partners. This way, we can motivate them to always aim for their best performance.
Program managers and team leaders are always ready to answer every question from their agents. It is a great way to resolve any issues from customers by having a collaborative effort.
Magellan Solutions always make sure that every employee can have someone that they can if they’re not familiar with the situation of the customer.
Magellan Solutions offer immediate promotions and salary raises if the agent proves themselves as a valuable asset for the company.
This means all our promoted agents are well deserved for their job position. Besides that, we also have a strict recruitment team to ensure high quality of new agents for our clients.
We provide staff coaching and skills development training so that agents can improve their innate abilities. Of course our trainers and quality assurance (QA) are knowledgeable when it comes to providing necessary information for new agents.
We give our agents software tutorials as well as training on how to deal with different customers.
Our management committee is very particular when it comes to agents’ suggestions to improve the organization.
We have monthly Townhall Meetings where our CEO will hear different concerns from agents. We’re also encouraging everyone to voice out their experience through a drop-box or emailing the human resource department.
Besides this criteria, Magellan Solutions also provides tons of advantages to our employees to make them feel satisfied with their current whereabouts.
Our Cultural Communication (CulComm) staff is working really hard to make our agents happy.
We launch several programs to engage with them even if some are in a work-from-home set-up.
The pandemic did not stop us either as we’re doing company activities virtually. This all is proof of how important it is for us to keep our employees happy.
As the old saying goes, “happy employees lead to happy customers”.
Contact us today and get a free 60-minute consultation with our Business Development Managers.
Contact us today for more information.
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