A customer support process is a range of customer services that are required in order to assist the customers in make a correct use and also a cost-effective use of any particular product. This customer support service includes installation, planning, troubleshooting, training, upgrading, and disposal of a product as well. This is considered the main data channel for the fulfillment of customer satisfaction and it thus helps a lot in retaining a customer for a very long period of time.
There are various channels of communication that are used by the companies in order to render customer support services.
First is Phone support. The customers can speak directly to the representatives of customer support over the phone. For the inbound calls, an integrated voice response is programmed in order to route the captured calls in various ways. This phone support channel is mostly used for taking the pre-sales queries, order taking, cross-selling and also upselling. There are also outbound calls that are done from the call center to the employees.
Live chat support. In this channel, the website visitor can seek assistance through a text-based chat session. He or she can interact easily with an outsource customer service representative, understand the requirements of the customer and give him a suitable advice. There might be language barriers in this channel in case both the parties are not able to write in the same language.
Email support. Email can be described as a primary means that can be used to offer a web-based service for the customers. This is useful when the customer does not require any immediate reply or assistance. It is also a low-cost channel and can be accessed anytime and anywhere.
Remote support. Remote support is a method in which the problems of a computer in a particular location are solved by a computer that is located in another place. The companies can benefit as they can be able to save a significant amount of time and money and there will not be any logistics involved.
On-site support. On-site support can easily be described as the opposite of a remote support. Here the service provider will take the product or the gadget to the warehouse for repair.
Social media. Customer support can also be rendered to the customers by way of the social media. Almost all the customers use the social networking websites, so there is no problem in searching for the customers on social media.
The outsourcing of BPO work to an offshore destination may look threatened at present, but it is still a very potent force in world business. Several call center experts, basically cynics, are warning the sector about a possible cut down in the volume of business that they are doing now. Their argument is that the withdrawal of taxes on companies who outsource their call center services to offshore call centers will affect business. However, there are ways in which the business firms can do a better job of the business that they outsource.
The ideal way to effective BPO outsourcing is to first find the right call center company. There is no dearth of choices for you. You can pick from numerous call centers across the world. The preferred destinations are India and the Philippines, though several Latin American and African countries are now being touted as business process outsourcing hotspots. The correct location is important because telemarketing projects are largely dependent on the infrastructure and the manpower that is working for you. If you choose the right company, you will have better BPO service agents working for you. Similarly, low-cost infrastructure will help the price of call center services to come down comparatively. There are companies who keep prices low to compete with the global telemarketing services market but must compromise on quality to recover the cost deficit. Steer clear of these traps.
After you have selected the right call center, it’s now time to develop strong and healthy business relationships with them. Your BPO partner would love to have your inputs on how you want things to proceed. Telemarketing campaigns involve a lot of money and there are also some targets that need to be achieved. You must speak your mind here. Let the call center services know what you are looking for and how much time you are willing to spend in the process. Making things clear at the onset removes chances of having to deal with miscommunications and other complications. Once you tell the BPO service unit what you are looking for, they can plan the telemarketing services accordingly.
It’s obvious that the offshore BPO unit will be thousands of miles away from your business firms in terms of geographical distance. But for a successful business partnership to build up, the distance must remain only in the geography. You must work closely with the call centers on the processes. You must monitor closely how the telemarketing agents are doing. Speak to the managers at the BPO service and clarify as to how you want to have your reports. Maintaining transparency in business relations always make way for mutual growth. It’s truer in the case of business process outsourcing.