Generally, the companies plan to outsource the call center process to decrease the hassle and control the cost. But the process is not limited to these two benefits. Actually, it can be a highly profitable decision for a company as multiple factors are associated to it.
The processes outsourced to a call center include customer support, telemarketing, appointment scheduling and order taking to name a few. Telemarketing and lead generation directly help in generating profits for the company.
Recent years have witnessed a drastic change in retail industry due to multiple factors. Major ones include rise in the number of shopping malls and supermarkets, investment by corporate giants in retail sector, expansion of online shopping websites and rise in the expectation of consumers.
All these factors have forced the retail firms to focus on the quality of customer experience as it can be a key differentiator. This is where retailers take support of call centers that offer specialized services for this particular sector.
It does not require rocket science to understand that customers play the major role in driving the business. Therefore, every firm works extremely hard to improve customer support process as per the needs of the customers.
But companies often get confused if outsourcing is the right decision when it comes to customer support and other call center processes. You can actually analyze some signals and scenarios related to business in order to clear your doubts related to outsourcing of these processes.
Operating customer service in present scenario without interactive Voice Response (IVR) is the most amateur decision a growing company can take. Even a research by JD Power & Associates reported that IVR constitutes 27 percent of total call experience. Therefore, it is essential for every firm to implement this inevitable technology in the customer care process as it comes with multiple benefits.
Let’s first go through techniques that must be implemented by call center firms to optimize the IVR system.
After procuring the goods customers wants to be looked after and cared for. If the retailers are able to provide such services with finesse then this will not only retain the client but it will create a humongous impact on the brand value of the retailers who opt for services from call centers. This feature of client retention and goodwill is a marketing technique followed by most of the retailers nowadays.
A satisfied client spreads like wild fire in the market and a client will only be satisfied after he has received optimum utilization of the purchased product or service. Clients are satisfied when their issues are addressed in the first interaction with the customer service representative. In today’s scenario no one has the time to even look at a beautiful flower that is growing in the street forget that they will have the patience to deal with unresponsiveness. The customers look for solutions then and there. The moment the phase of waiting begins, the customers will tend to get irritated and there are 99% chances for customers to opt for other services as there are, “n” number of service providers in the market. The moment this level of irritation arises then the company is at a toss. The loss of a customer is almost like a loss of a value and this is something a company will not acknowledge.