Due to their low operating costs, offshore customer services largely benefit businesses that need to offer professional support to their clients. But not every business agrees with this. Some firms are still hesitant to entrust their customer relations to staff who are not part of their company.
But if you have a business and would want to cut costs on customer support, outsourcing call center services is your best solution. Listed below are some of the protocols that many call center companies follow to achieve customer satisfaction.
- Promote First Call Resolutions – train agents to offer resolutions on first touch. All clients desire to solve their problems in just a single call. They would not want to get disconnected and be put on hold. So try to work on improving the agents’ sense of accountability by teaching them to own the call.
- Provide Courtesy Callbacks – always give the client a follow up call whenever the line is cut off unexpectedly. Don’t let them call and wait on the line again. Set their expectations so that they will know that you are working on resolving their problems.
- Involve Expert Escalations – there may be cases when a client will demand a supervisor to talk to. Thus, make sure you have an expert escalation team that supports your customer service team. No matter how good and experienced your call center team may be, they may not always be able to please the most demanding and the most meticulous of clients. So having a supervisory team who are experts in the business is your best bet to handle higher level of calls.
- Incorporate Multi-Channel Performance – offer support to your clients in various channels. Aside from phone support, work on offering real-time resolutions through e-mail, chat, or any other social channels. Clients will want to have other means of reaching out to your support team to help them resolve their issues with your brand.
These best practices are the best ways to increase your business’s client satisfaction ratings even while outsourcing call center services. So who says it’s difficult to offer cost effective customer support? With Outsource-Philippines, we’ll provide your clients the best customer service that they deserve!