For an entrepreneur, taking his businesses to new heights is the prime concern. It requires investments in the right fields, and most importantly, it requires you to earn profit more than what you are going to invest. Even if you sell niche services or products, or even if your products or services are of better quality than your rivals, if your operating costs are higher, chances are you will earn less profit. Outsourcing BPO services is a brilliant way to lower operating expenses related to customer service and sales and marketing. Companies that hire third-party for customer service can save approximately fifty percent on support-related expenses versus other ways. Outsourcing doesn’t just trim down operating costs, but it can also boost your top-line revenue.
Here are some of the ways a BPO company can help you reduce customer service operations costs.
Multitasking
Skilled BPO agents can handle multiple tasks at the same time. If they are in the chat process, they can handle up to 4 -5 chats windows simultaneously. This capacity varies based on the complexity of the issue as well as the industry. The capability to handle several chats makes live chat support services as a more in-demand option because they are more productive than phone support, who can speak only to one customer at a time.
Canned responses
Answering services through live chat platforms allow one to be ready with canned responses, also known as prepared responses. By preparing the answers of basic and common questions, it facilitates faster responses. It frees up enough time for agents to pay attention to complex questions and avert typographical errors. Hence, fewer agents can handle a greater number of queries, which saves you from hiring additional agents during peak season.
Less-expensive ongoing maintenance
Other support channels, such as phone support, come with associated ongoing maintenance costs. For example, the cost of toll-free numbers is pretty high. While customers can call on these numbers directly to the company from anywhere free of cost, these toll-free numbers are far from free to a company. Although the demand for voice process services has not reduced, looking at the convenience and cost-effectiveness, chat is a preferred option for many customers and businesses. Luckily, the usage of the internet is growing at a rapid pace and becoming more accessible. So, a company has to spend less by outsourcing live chat support services than traditional support channels like the phone. Live chat’s ongoing maintenance expenses are considerably lower than call support.
In-depth responses
Preview forms, call metrics, and CRM integrated BPO services allow companies to gain in-depth insights into customers problems. The agents are well-prepared to reply to customers and provide solutions with 24/7 answering services. As a result, the customers are satisfied with shorter wait times and to-the-point answers.
Automated responses
When integrated with AI bots and automation, voice process services and the non-voice process can easily take care of the repetitive tasks associated with customer support process – like capturing contact details, auto-answering FAQs and more. The agents can take over from the parts that require human intervention.
Outsourced BPO services reduce cost on recruitment, infrastructural development and training required to execute customer service more efficiently.
