What is outsourcing?
External Customer Service organizations exist to provide Call Center Outsourcing services to those who would like to supplement or replace their in-house operation. Outsourcing does not have to be a complete sweep of your Customer Service or Sales Department, you can hire an external center to take on certain tasks or levels of your business, or the entire operation if that’s the solution needed.
What are the different types of outsourcing?
Based on location, there is onshore, nearshore, and offshore outsourcing. There are also different types of outsourcing by industry, and a few of the main categories include Professional outsourcing, IT outsourcing, Manufacturing outsourcing, Project outsourcing, Process outsourcing, and Operational outsourcing.
Why is it convenient to outsource?
When partnering with an outsourced call center, they will hire, train, and manage all resources on your behalf. With an internal customer service department, you may need to manage an internal center full of trainers, quality monitors, agents, etc., but you will likely only need one point of contact with an outsourced call center, who will relay your expectations to the rest of their team.
What are the benefits of outsourcing?
You can save money, especially when working with an offshore or nearshore call center. Call center outsourcing companies have shared tools and resources across all programs that make managing your program cost effective. You can also increase your customer service quality, as call centers are trained professionals in this field.
How does Callzilla stand out from other call centers?
Our combination of top-quality talent and cutting-edge technology make Callzilla a well-rounded service provider. We have the resources to listen to our client’s needs and develop custom solutions that they won’t find anywhere else.
How can businesses improve after hiring call center outsourcing solutions?
In general, a business can improve their overall customer experience by outsourcing with a BPO. Customer experience is a concept that encompasses more than just the customer service interaction. Identifying customer needs, developing targeted training sessions, hiring quality talent that fit your program, actively listening, and empathizing with customers, providing appropriate solutions, and more, are some of the areas that can you tackle by hiring call center support services.
How can businesses improve after outsourcing with Callzilla?
In the summer of 2020, we implemented speech analytics through Observe.AI which gives us a well-rounded view of both the customer and agent experience. We went from manually monitoring only about 10% of our call recordings to monitoring 100%. Just with that, our data is more representative, but the insights we’re able to gather are so extremely valuable as well.
We’re able to create custom “moments” that we’d like the system to flag, which can be positive, negative, or neutral. The moments are sorted into categories which give us the well-balanced picture of each interaction. Customer experience, process adherence, compliance, and audio issues are all larger category examples. Within customer experience, for example, we’re looking things like empathy, negative customer sentiment, hold time, and dead air.
“Empathy” (measured by tone of voice and word choice) is important for customer experience because even if we’re unable to provide the customer with a satisfactory resolution, our agents should provide a satisfactory experience, nonetheless. Empathy is measured on a scale out of 100, and with various workshops, coaching sessions, and trainings through our E-Learning platform, we are very proud to have significantly increased our empathy scores over the previous year.
Hold time and “dead air” are important for customer experience as well because these are instances where the customer is waiting on the call without interaction from the agent. We improved these through soft skills training, multitasking workshops, and increased system efficiency.
We’re also able to detect agent frustrations with these moments and can find the root causes for system and training issues.
Customer Experience Highlights (Comparing 2020 to 2021)
- 194% increase in the years’ average empathy scores.
- The percentage of empathy scores over 91 increased by 21.
- 37% decrease in negative customer experiences for a client.
- 13% decrease in the percentage of hold time across all programs.
- 26% decrease in the percentage of “dead air” on phone calls.
- 90% increase in the percentage of script adherence.
Here are links to other case studies with real results.
Call Center Services
- Customer Service
- the assistance and advice provided by a company to those people who buy or use its products or services.
- Technical Support
- Providing registered users with help and advice about the company’s products and their use
- Inbound and Outbound Telesales
- The selling of goods or services over the telephone. An inbound call center services campaign would be where the company’s phone number is advertised, and the customer reaches out directly to inquire about the good or service. In an outbound campaign, the agent acquires the customer’s phone number and reaches out to the customer to initiate the sale.
- Lead Generation
- The marketing process of stimulating and capturing interest in a product or service for the purpose of developing a sales pipeline
- Collections
- Contacting a person by phone or email to attempt to collect a debt on behalf of a company
Customer Engagement Channels
- Phone Support
- Communicating with customers via telephone either by inbound or outbound communication for service, technical support, sales, or collections.
- Email Support
- Communicating with customers via email either by inbound or outbound communication for service, technical support, sales, or collections.
- Tickets and Case Management
- Backend support by addressing the questions and concerns submitted to a company’s system by customers. This is a service that is not necessarily customer facing.
- Social Media Monitoring and Engagement
- Using social listening tools to track mentions of a brand or key words, and responding appropriately to comments, questions, concerns both publicly and privately.
- Live Chat
- Typically implemented through code that is inserted on selected pages of a website, live chat involves communicating with a company representative in real time.
- Data Entry Outsourcing
- A type of clerical work that involves using various processes like typing and voice recording for entering data into computers.
