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Topics: BPO, call centre, Outsourcing, Call Centers, Customer Care, Customer Service

3 Reasons to Outsource your Customer Service Process

Trusting another company to deliver your customer service process can be a very daunting process. Your customers are essential to your business and your brand. Yet, outsourcing can provide your company with trained and experienced customer service agents, a range of services and the newest technology.

 

Excellent Service for Your Customers

Most Companies can’t be all things to all people – you may specialize in offering the best rates on Credit Cards, or deliver a high quality automotive part – but need help keeping your customers informed, served, and happy. Business Process Outsourcing companies (BPOs) who offer Customer Service specialize in just that. Call centers know that you are trusting them with your most valuable asset, your customers, they want to ensure that they are worthy of that trust.

The focus of the Customer Care Agent is to find the best solution, serve your customer, and retain your brand integrity. Contact centers have a lot of policies for quality assurance and quality control. Your customers will experience caring and efficient support at all times.

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Top-notch Training

Outsourcing companies know that an investment in the training of their people is a direct investment in the company. They invest in extensive training regimes covering regulatory compliance, culture and client specific topics.

Your customers will deal with prepared and experienced customer service representatives (CSRs). These CSRs have gained insight from the training provided to find solutions, problem solve, and improve your customer experience. Rather than worry about finding the right fit and spending your time grooming to retain employees, especially where scalability is considered, trust your outsourcers who have honed the recruitment and retention process.

Access to Technology

Outsourcing companies, as subject matter experts, invest significantly in the technology they use. They offer you and your customers the very best in voice and non-voice solutions. Call centers can be set up for Web-chat, Interactive Voice Communication (IVC) and cloud-based technology. These options offer your business solutions to problems you haven’t realized exist.

IVC programs offer your customers the opportunity to resolve issues and receive service without a dedicated agent. This program increases efficiency and lowers costs for your business. All while maintaining the level of service your customers have come to expect.

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Trusting your customer experience to another firm is scary for many businesses. An experienced outsourcing company can mitigate the risk and fear for you. They provide the best service, training, and technology for you and your business.

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Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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