When it
comes to call centers, the opinions of the masses are divided. While some
appreciate the quality of service more than anything, others want native
speakers answering their phone calls. This makes the decision of a business
owner extremely difficult, especially in this age of competition where every
penny spent counts.
As outsourcing provides a great way to cut cost, it will be
illogical to expect every business owner to start an expensive in-house call
center. More so, when such an endeavor adds to the burden of a call center
owner and inadvertently impacts the growth of the core process. Therefore, it
is better to outsource call center to a vendor that offers you the best of both
worlds in terms of talent and cost.
Essential Traits of a Balanced Customer Service Outsourcing
Company
Finding a customer service outsourcing company that helps
you balance customer expectations with financial rewards can be a tricky
proposition. It is a decision that needs to be taken with great care to ensure
maximum reward in the end. To ensure that you end up with the right vendor in
your outsourcing endeavor, it is best to analyze them on the basis of the
following traits:
Customer-Specific Traits
1. Neutral Accent: Customers want native speakers. The key word in the previous
sentence is ‘speakers’ and not ‘native’. The biggest gripe that customers have
with non-native agents is that they are not able to understand the words coming
out of their mouth. This problem can be easily fixed by training non-native
agents in neutral accent. Neutral accent is devised in such a way that it is
understood by people living across the globe. Companies that are located in the
US but have their call centers operational in India understand the need for
neutral accent. Such companies have well-trained agents with good grasp of
neutral accent and are more than suitable to respond to the queries of native
English speakers.
2. Politeness: Customers want polite agents to respond to their queries.
Politeness is an inherent quality, which is not found in everyone. However,
when you partner with a customer
service outsourcing company like Vcare, you get direct access to polite
Indian agents who are genuinely liked by the customers. These agents are
well-trained on empathy and rapport building, which makes them perfect
candidates for the call center business.
Business-Specific Traits
1. Cost-Benefits: A call center outsourcing venture lowers the cost of operation
in two different ways. Firstly, you benefit due to a currency exchange rate
when you outsource call center to a
company located in a country like India. Secondly, you are not required to
invest in real-estate or call center infrastructure. This eliminates major
investments that you would have otherwise made for running your very own in-house
call center.
2. Scalability: One of the biggest reasons why most in-house call center fails
is because they are not able to increase or decrease the number of agents as
per requirements. However, when you outsource call center to a competent vendor, you get the option to
increase or decrease the number of employees whenever you want. So, when the
call volume gets high, you have the right number of agents to ensure all calls
are answered within the stipulated time. And, when the call volume decreases,
you are able to reduce the number of employees accordingly. This eliminates the
need to pay idle employees, which otherwise would have been required in an
in-house call center operation.
This article
is written by tomas jarvis, who is associated with Vcare Call Center. Vcare
Call Center is one of the leading companies in the field of Call center services . It provides
several services which includes Call center outsourcing, inbound call
center, outbound call center, Telemarketing Services and many
more
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