Is your team facing trouble in hitting their goals? Are they feeling overwhelmed? Do you have trouble hiring/retaining employees? If your answer is yes to any of these questions, you are not alone. However, there is a solution to it— Hire a call center in India, and see how it changes the face of your business.
According to a report recently released by the U.S. Bureau of Labor Statistics, the number of Americans quitting their jobs rose to a record high of 4.4 million in September. As a result, the workforce is full of overworked workers who are unable to meet the objectives of the organization.
If you haven’t previously thought about outsourcing your call center, do yourself a favor and spend money on the gift of research as an early holiday present. It’s amazing how finding the ideal contact center to support your business goals may be aided by a little bit of research.
In the spirit of the holiday season, let us dive into the topmost reasons you should hire a call center in India and how it will help your business grow:
Top 10 Benefits of Having a Call Center in India
Transitioning from good to better and better to best is a common rule in any industry. Business owners constantly thrive on making their products and services prove the best to their customers. But, to make it best, the thumb rule is to make customers happy who will use and further recommend your products and services to their friends and family.
Gone are the days when businesses used to be purely based on the brick-and-mortar frame. Thanks to the rising technology changes, the rise of the internet that influences customers’ buying behavior makes industries, especially retail and healthcare, drive drastic changes in recent years.
Reduction in operational cost:
If you are running a small business and do not have a sufficient workforce to manage all your non-core tasks, you can benefit from hiring a third-party service provider. Keeping your customers happy with your products is the most important task a business has to manage.
A call center in India can handle customer service inquiries professionally. Cost reduction is one of the main benefits of a BPO company, especially for online businesses. So, it’s no more a secret that if you outsource back-office processes, you will experience it first-hand too. Between enhanced efficiency, minimized errors, and lower labor costs, the savings associated with outsourcing are significant.
If you have a well-built website for your business, you have to make sure that the process is seamless, from browsing to the final transaction. In a website view for customers, you cannot afford even a few seconds of downtime or any errors in your payment system since you can result in losing money and even customers. But when you opt for inbound call center outsourcing in India, you are giving this responsibility to professionals who are experts in handling customer queries. In addition, they require less supervision and are well aware of handling issues promptly, which denotes that you can enhance the efficiency of your operations.
Focus on core business operations:
For instance, by having a virtual office, you can rest assured that somebody is available 24/7 to attend to your calls, customize your emails, and take good care of your routine tasks, so you will have more time to focus on other business operations that require immediate attention. This also provides you a sense of peace, knowing that there are experts behind you who will take care of your business and easily notify issues that need your authority.
Finance and Accounting Services:
A call center in India takes the responsibility of streamlining processes for a better outcome. In addition, BPO companies also maintain compliance and optimize resources according to the business needs. Call centers offer end-to-end support functions aiming to enable your retail business to save costs and acquire maximum efficiency. Also, BPO firms provide assistance in transactional processes such as:
- Sales return accounting
- Franchise accounting services
- Pricing and billing processes
- Inventory accounting services
Free up Bandwidth:
The inability to recruit and retain employees has left the present workforce with additional duties overwhelming them. This additional workload takes away time from other crucial tasks that generate revenue and can create burnout.
Hiring a call center in India to handle these extra tasks will allow your team to focus on high-priority tasks that will positively impact your business.
People are already trending towards multichannel communications in recent days. Specific demographics are early adaptors, with younger generations in the game leaning more toward email, text messages, and artificial intelligence. In fact, the Google report earlier noted that the Hispanic market is vast in adopting new technology too.
Yet, the pandemic situation created a significant shift with those who were resistant to using channels beyond the phone—many people are more comfortable now with technology upgrades and gravitate toward alternate channels of communication or acquiring information.
When you hire a call center in India, everything from customer service platforms through loyalty programs, sales, warranties, product management support, and more—you can provide your customers with the tremendous multichannel experience they need without tackling any of the logistics. The best among these is that shifting to multichannel service support can help you eliminate bottlenecks and gear up service times; eventually, customer satisfaction and CX soars.
Security breaches are common in business handling. Particularly in Retail, meeting PCI DSS standards is essential for doing business. Only an excellent outsourcing team can operate by following all the business standards required for a safe business.
Additional benefits of hiring a call center:
Hiring a call center in India can automatically reduce half of the strictures headed for driving a successful business. Delaying in response to contact the customer over the medium of a phone call can lead to the deflation of business virtues.
Below mentioned are a few ways that are commonly incorporated by call center outsourcing companies to reduce the AWT for making the call flow of call center services agile and swift.
Guidance through Interactive Voice Response:
BPO companies can help reduce AWT by guiding the customers over the phone call through IVR technology to approach the correct path rather than wasting their time. The IVR technology helps direct the customers from choosing their preferred language type to problem type that helps distribute the customer amidst the call center agents for solving the related queries.
Monitoring the call center metrics:
Businesses working according to the measures to improve the statistics for call abandoned rate, call handling time, and call-waiting time can help managers rate their employees for upcoming opportunities. Apart from these metrics, call center outsourcing companies can utilize features like call recording, call conferencing, predictive dialer, automatic call distributor, and multiple other mediums to reduce the time of the customers to a minimum as the required business type.
Careful investment in tools and agents:
A call center in India is known for its efforts in managing the levels of services. The agents have the expertise to deal with the qualities in order to drive the essential virtues of business to the next level. Thus, call center outsourcing services to BPO firms can help drive more customers to the platforms by reducing the AWT subsequently. Witnessing the upsurge in trends in the competitive market, these BPO outsourcing firms make a careful investment in stores and train their agents to extract the maximum output by solving customer queries in the minimal possible time through these channels.
Now that you have seen the advantages of having a call center in India, you might be wondering, “If outsourced call centers can save money, how much do you really save?”
Research shows that you can cut down on high costs by outsourcing your call center services to an external provider.
With a greater understanding of the expenses and benefits of a call center, you can choose the best call center services as per your needs.