Improving Customer Service: 4 Effective Ways of Providing Enriching Experience To Your Clients

Customer service plays an elemental role in the success of every business. This system of assistance and advice by the companies is specifically designed to assist the customers or clients of the brand. They are the most essential part of a successful business and there is no way you can ignore them. A strong customer base and customer satisfaction are of paramount importance.

In simple words, customer service is the support you provide your customers for your using your services and products. It is important to ensure that they have a hassle-free experience and they are willing to use your brand again. Many businesses rely on customer service outsourcing to maintain their customer base.

Customer service call center is a rising trend. Many businesses are shifting their focus to this domain and consider it the key to achieve business goals. Earlier, marketing and promotional activities were considered the most important way of creating a brand image. However, things have changed and entrepreneurs believe that customer satisfaction and customer assistance must be the top priority when it comes to fulfilling core business goals.

Call center services in the Philippines focus their customer assistance activities to create and maintain positive brand image and reputation, create brand awareness, improve sales, acquiring feed backs, solve after or pre-sale queries, and provide solutions. All of this is important to retain customers and ensure customer loyalty. If you are looking to improve your customer services, here are a few effective ways to do so.

Train Professionals with Strong Customer Service Skills: Most of thecustomer service call center begin their training by imparting the right skill set to their team. It is extremely important that the professionals are experts in the right skill sets to fulfill customer needs and expectations. No matter how technologically updated the business is, it is important that the customers are empathetic and patient towards their clients. Every customer and their needs are unique. The professional must be able to handle the customer query and provide adept solutions. Besides, they must have excellent communication skills in order to communicate effectively. They should be able to clearly convey and receive the message. In addition, they must be knowledgeable. The professionals must have complete knowledge of the products and services offered by the company.

Customer Feedback: Another important way to improve customer service is through customer feedback and surveys. This is not only important for customer service call centers but also to improve the overall business. These days there are many ways to acquire feedback from your clients. Telephonic feedback, feedback forms, emails, and SMSs are some of the common techniques businesses rely on seeking customer inputs. This is an excellent way to learn more about customer expectations and needs. Thus, improving your customer service and overall business strategies.

Updated Technology: Technology plays an important in customer service outsourcing. It ensures enriching experience for the customers. Many business processes outsourcing in the Philippines rely on sophisticated technology to cater to their customer base. It is imperative that the businesses deploy the right kind of technology that will help them interact, communicate and assist their customers and clients in just the right spirit.  Poor and outdated technology can stagger even the most efficient employee of the company. Hence, it is important to stay updated and have a good structure.

 Focus on Customer Interactions: Interacting with the customer is the core intention of setting up a customer service call center. Therefore, make sure that customers are heard well when they talk about their problems related to the products and services of the company. Make sure you are able to establish trust and rapport with your clients. Finally, a regular follow-up until the problem is solved is a must to make customers satisfied.
    
Apart from this clarify the core intention, mission and goals of your business. Make your team aware of the sales target and strategies to achieve those goals. Design strategies that will help your customer gain an enriching experiencing. Remember, impressive customer care is a key to ultimate success.

Business Process Outsourcing in the Philippines: Statistics and Overview of the Future

Outsourcing services is a rising trend around the globe. It is defined as a contractual agreement between companies agreeing to hire another company’s services to perform certain jobs. Business Process Outsourcing, also known as BPO, is one of the subsets of outsourcing that emerged to become a huge industry in the global market. BPO is a business practice wherein a company outsources operations of a business process to another company that acts as a service provider. The industry has various sectors such as call centers, back office, contact centers, tech support, data transcription, animation, software development, game development, medical transcription, data analytics and more.
Over the years, the Philippines is one of the biggest contributors to the growth of the global BPO industry. It has grown to become Capital of the BPO Industry. This is simply because of the rapid advancement of business process outsourcing in the Philippines. In a very short span of time, this sector has become largest source of employment for the Filipinos. At the same time, it has become second largest contributor to the development and growth of the economy as well as of foreign exchange earnings.

As call centre service providers and other BPO industry services, the Philippines has become the top destination among the biggest businesses. It remains attractive to many foreign clients due to various reasons. Low operational costs and proficiency in the English language are two prime reasons why foreign investors are drawn to the Philippines for third-party operations. Business Process Outsourcing of the Philippines has overtaken its rival and it now covers about 16-18% of the global market share of the industry. Out of which, a large percentage is contributed by sub-sector contact centers. The overall industry, employees more than a million of Filipinos and has earned $23 billion in revenue in 2016. The growth of the industry is unstoppable. According to the Contact Center Association of the Philippines, the BPO industry is forecasted to grow by 7 to 9 percent in future. And by 2022, the industry is projected to make $40 billion in revenue.

Philippines call centers mainly cater to Australia, UK, and USA accounts. However, the United States is the country’s biggest outsourcing clients. About 65% of the total BPO business comes from the USA. In addition, the BPO companies have acquired clients from Europe and New Zealand in large numbers, too.

By the end of 2018, there are about 851 registered BPO companies and more than half of them are call centers. President Rodrigo Duterte has declared the industry as the largest contributor to the country’s GDP. According to the latest data, about 575,600 Filipinos have jobs in BPO sector. Out of which, about 87% percent is in call centers. The remaining numbers have found employment in the IT related BPO sectors. As per the latest trends, it is forecasted that almost 700,000 additional job opportunities will be created by 2022.

The industry continues to widen its scope by basking into the opportunities provided by new technological innovations like automation, artificial intelligence, and robotics. From basic back-office jobs, the business process outsourcing in the Philippines is aiming to add higher-skilled operations to its list of third-party services. The companies are also looking forward to creating changes in the industry by adapting to new technologies and hiring mathematics professionals and engineers for the data analytics field.

In the era of technological innovations, the BPO industry is expected to undergo a major shift. As the industry expands, the foreign clients wish to invest in the Knowledge Process Outsourcing (KPO) sector. This sector is information driven sector and it functions through the process of outsourcing of knowledge and related activities. The responsibilities include gathering, managing, and analysis of huge data and knowledge. Some of the primes services in this sector includes data analytics, insights, market research, data management, data integration, legal processes, actuarial science, and more.
Nonetheless, the BPO industry continues to grow by leaps and bound. A slight slowdown was experienced in the year 2017, but it has shown significant improvement in the year 2018.