Call Center Outsourcing and Inbound Call Center Services

If you are racking your brains as to how to start call center outsourcing while saving both on time and productive resources, you must explore a number of options before you can establish clear reasons why we need call center outsourcing in the first place. 

Though you may have an able alternative solution to establishing a multi-channel contact center it turns out to be an expensive proposition. One has to invest a lot in facilities equipment and technology. So what are the chief reasons we should establish effective outsourcing set-up?

 The chief reason for establishing call center outsourcing is saving costs and the quality of the productive resources also increases substantially, these are the main reasons, amongst numerous other reasons to set up your call center.

Inbound Call Center Services and How Introduces New Products to the Customers

Inbound calls and customer service have their own set of nuances as the customer calls usually require a wide range of training to cater to the needs of the customer in the shortest possible time. 

Inbound teams depend on extensive training and building unique navigations to always present the information and right rebuttals to the agents engaging the customer.

 An inbound is also a great opportunity to introduce new products or services to the customers. Inbound teams of course work towards the primary goal at hand and at the same time look at avenue to cross sell or upsell other solutions to the customers.

Inbound Call Center Services

When you have an efficient and prompt inbound customer care it goes without saying that you also have a great product or service to match. If you are experiencing trouble to meet the impossible demands of customer support in-house you need the support of an inbound call center services.

You should seek a reputed outsourcing company, which has had years of experiences in handling inbound customer service operations of a number of global organizations, set across a wide range of domains over the years.

You require an inbound call center equipped with high-tech infrastructure along with the presence of skilled call center professionals along with the usage of latest telecommunication software helps provide prompt and efficient call center support and prompt phone answering services 24x7 that caters to customers.

 Inbound Call Center Services

Inbound call centers require expertise in a varied number of inbound call center services which range from,

·         Consumer Response

·         Charge back handling services

·         Customer Services

·         Directory inquiry services

·         Direct Mail /TV Response

·         Email Management Services

·         Help desk solutions

·         Event scheduling services

·         Inbound Sales

·         IVR Services

·         Job dispatch services

·         Medical Answering Services

·         Insurance claims processing services

·         Order entry services

·         Online customer support services

·         Product recall management

·         Payment collection services

·         Product recall management

·         Rebate processing services

·         Real-time inventory status services

·         Registration of event participants & prospects

·         Scheduling sales demos services

·         Sales Lead Qualification and Closure

·         Subscription services

·         Ticketing sales subscription services

·         Technical Support

·         Toll-Free Response / Toll-Free Services

·         Warranty registration services

·         Virtual Receptionist Services

·         Website Response

Inbound call center services must boast of features like advanced capabilities along with sophisticated technology along with of course assured customer satisfaction.

What are the best call centers in the Philippines for customer service?

Philippines call centers have clearly emerged as a true “Outsourcing Powerhouse” chiefly because there have been more than 1 million agents who have been employed to provide customer support and sales catering to clients for the US and other western countries.

The reasons have been many why the Philippines have beaten all nearest competition to emerge as a clear winner. If you are wondering why the Philippines have become this force in the world of outsourcing then look we would like to draw your attention towards these reasons namely, driven by low costs, close historical proximity to the US, slashing down of the telecom rates, the emergence of the Internet, and the availability of the educated agents in the Philippines.

Call centers services in the Philippines has proven to be an excellent option for high volume support, low cost, and sales.

It won’t be exaggerating to say that the Philippines has become the most sought-after and also the world’s largest outsourcing destination. In fact, the turnover over of the call center industry in the Philippines is kind of huge and it will generate over $25 billion in revenue this year alone.

The economy has been making rapid strides in the recent years largely because of a talented workforce with the college graduates serving as the largest source of employees and they also get access to great call center technology.

  The Philippines boasts of a high percentage of English-speaking citizens whose accents are really similar to Americans.

The Rise and Rise of the Outsourcing Industry in the Philippines

Call center outsourcing is an industry to reckon with in the Philippines. The good thing is that there are many global companies who have come to depend on Philippines call centers for a number of services like customer service, telemarketing, and other business process and other call center solutions.

 

 Therefore, Manila, which is the capital of the Philippines, has attracted many thriving call center companies, who have promptly made this modern city, their base.

 The Philippines call centers can cater to the need of the hour, as far as most telemarketing agents are concerned, as they have been able to provide proficient and well-trained telemarketing agents without fail.

 In fact, the influence of the United States has been able to produce Filipino agents who have extensive knowledge of American culture and social norms. 

A majority of agents come to the call centers armed with an unmatched proficiency in the English language.  This eases off communication barriers and gives the impression that the customers are in good hands.

Executives are also starting to believe that there are significant benefits of outsourcing to the Philippines and can give enhanced customer experience and stronger ROI.

 Besides an impressive cost savings of up to 60%, some of the other key benefits of outsourcing to a Philippine call center are as follows,

·         Good quality English speaking agents

·         Large pool of experienced talent

·          Reduced costs

·         Customer satisfaction

Asiatel –One of the Best Call Centers in the Phillippines for Customer Service

Asiatel BPO brings in nearly a decade long experience in call center operations, with expertise in handling both inbound call center services and outbound campaigns. Asiatel BPO can be your trusted partner in executing various business processes- starting from traditional voice process such as Outbound Sales, Customer Service, Web Chat- to providing back office support required for your business. They provide calling in English, Tagalog, Bahasa, Cantonese, and Mandarin and offer non-voice projects such as digitization (data entry), design services, web development and technical support services.

Asiatel BPO offers you operational efficiency at the key performance indicators expected by you along with the ability to scale up at a rapid speed. Their presence in Philippines and Indonesia brings to you an exquisite selection of trained call center agents and technical personnel to provide the range of services that a growing company needs 24/7-365 days a year.

What are the benefits to outsource call center?

If you are interested in saving your valuable time and productive resources, then outsourcing your call center services is the best bet. These are some of the benefits of outsourced call center which you should certainly know about.

• ·         Cost reduction-Setting up a call center does not come cheap as you have to make major investments when it comes to facilities, equipment, operations and also staffing. Call centers which are outsourced help distribute these costs among many clients, who pay on a per-hour basis. Outsourcers can also “share” agents with a number of clients. This slashes down the idle time and minimizes the cost-per-call rate for clients.

• ·         Can adjust to changing call volumes-: Call volumes tend to rise and fall. Whereas an in-house call center is susceptible to low volumes, when agents are idle, outsourced call centers, on the other hand, benefit from multiple clients, which can minimize the severity of call volume peaks and valleys.As a result of which agents get their jobs done more efficiently and managers can also manage the staff more effectively reduce the costs-per-call.

• ·         Have specialized industrial knowledge: Outsourcers manage to bring to the table a specialized knowledge of call center services catering to specific industries.The experience and valuable insights and proven strategies that can be particularly beneficial to the company.

• ·         Specialist and Support Staff: Outsourcers are especially adept in attracting specialist managers and support staff who have years of experience with call center operations. In-house call centers sometimes may lack in institutional knowledge and skills, which are required for top-tier customer service. 

• ·         Adept in unravelling of specialized call information: Outsourcers have the skill to understand the importance of capturing and analyzing important call information so that they gain insights and also improve their clients’ processes. Outsourced call centers have the ability to manage multiple clients and various data processes generated by numerous marketing and advertising campaigns. They also invest in various technologies that includes various analysis platforms that help process important inputs from large amounts of raw data.

• ·         Quality control: Outsourcing SLA’s or service level agreement requires all customers’ calls and messages through different channels which mean email and web chat which is handled professionally. In order to meet with various SLA’s outsourced call centers utilize a number of monitoring tools and performance assessment and improvement plans. This is where In-house call centers lag behind as they neither have the resource nor the expertise to provide the structured, continuous quality monitoring and performance improvement plans.

• ·         Armed with the latest technology: Outsourcers in order to cater multichannel customer contact invest in research and the best technologies.The technologies mentioned here are software tools that offer a host of features which includes cloud-based platforms, email, VoIP, web chat, SMS text and also social media monitoring. Sometimes the in-house call centers may not be able to afford the latest contact center technology but outsourcers can as they have multiple clients, which enables to spread out the cost of the platform.

• ·         Provides non-stop service:  Customers usually love to pick up a phone and talk to a customer service representative at any time of the day. But this kind of availability isn’t always possible for most organizations. But outsourcers, with call centers on various parts of the globe can probably afford it and at a much lower cost.

These are some of the benefits of call center outsourcing and the reasons why you should start offshoring call center services today.