subject: Impact on Outsourcing business process and customer Support Services [print this page] Impact on Outsourcing business process and customer Support Services
Impact on Outsourcing business process and customer Support Services
Outsourcing is one of the big ITES sector. It is developing day by day. Call centers are mainly based on voice processes which need to be overlooked to improve the efficiency. Personalized experience and Enhanced sales is achieved by online support , in today's world users need to talk to a person by which means is least bothered as far as their requirements are met. So instead of only supplying computerized FAQs or written documents, the customers want to be able to communicate directly with a human being. The human touch in the job reduces the doubts in the minds of customer about the authenticity of a website or the products you are selling on them.
As you know, every missed call is a missed opportunity. Whether you need to answer thousand calls in a day, you will find call centers takes the load off you and becomes a professional and cost-effective extension of your business. Immediate assistance is possible with instant online support one agent can handle Multiple chats and thus assist several online visitors simultaneously, which reduces customer hold times. It also aims at reducing the overall cost and increasing overall customer satisfaction of your business.
Uninterrupted Service, Guaranteed Availability We provide uninterrupted 24x7 real time live chat customer service, right off your website. Hence adds another important quality dimension on your website ensuring that not even a single visitor is returned unattended at any hour. It eliminates the need to develop an in-house customer support system and saves the capital investment and time delays associated with hiring expensive staff to answer your customer's questions, costly telecom equipments, toll free numbers, office space and ongoing training etc. to meet the changing the demands of your clients.
Long term benefits is possible as live chat software will satisfy or delight the customer and show loyalty resulting in behaviors such as word-of-mouth promotion, willingness to pay a price premium and repurchasing from your website. The quality is under our control as it can't be in voice chats, the transcripts of all chats can be sent for review and answered correctly. The accessibility is global in live chat whereas in voice based it will have geographical boundaries. In an environment there are privacy issues while using voice based but in live chat that issue is not in picture hence it is safe and secure information is transferred.
