Constant contact with the client is a key aspect of a successful business. It is hard to imagine a modern service industry that does not have a customer support outsourcing. This is the key to the development of the company, its existence in the market.
Organizing your own call center is a real, but difficult task. The economic component of the idea comes to the fore. The cost of launching your own center, even with the smallest project volumes, is significantly high.
An alternative solution is gaining popularity – outsourcing. The advantages of a call center operating on this principle are in several features:
- the customer company receives a fully ready-made support and service line;
- the direction of the call center can be changed at any time, without loss of time and money.
- Isn’t it a great business solution? And we are ready to provide it!
The Contact Service company specializes in providing customer support outsourcing to clients for enterprises of any size and direction. The list of those who used our solutions includes:
- IT companies;
- financial institutions;
- insurance companies;
- state structures;
- goods manufacturers;
- transport and logistics companies.
We are ready to implement the most non-standard projects.
Customer support outsourcing from the call center – is it profitable?
This point is of interest to companies that have not yet decided how to keep in touch with customers. When ordering an outsourcing service, the client relieves himself of part of the burden. From this moment on, the function of customer support outsourcing is taken over by the call center.
Now the customer will be able to process an order of magnitude more requests from their consumers. At the same time, there is no need to maintain a staff of technical personnel, and specialists will deal with the processing of calls.
The result of this approach is tangible savings in the company’s budget. Judge for yourself: you do not need to buy special equipment, allocate separate lines and hire a permanent team to service calls. The entire volume of this work is undertaken by the call-center.
How customer support outsourcing works
There are many schemes to implement. The practice of our company shows that the most optimal variant of customer support outsourcing looks like this:
The client of the customer company contacts the customer support outsourcing. The options may be different: by phone, through the e-mail system or a special service.
Call-center specialists register an application in the database, indicating the details of the appeal. At the same time, the consultant helps the client to resolve the issue. If the competence of the specialist on site is not enough, the user is associated with an employee of the customer company.
The technical staff processes the received application on the spot.
The largest number of calls have standard solutions to the problem. Employees of the customer company are unloaded from a larger number of such applications, thereby performing their main work.
Stages of organizing customer support outsourcing
The first step to the successful implementation of support is to collect information about the activities of the customer and find the best direction for development. We discuss with the customer every little thing that may be important for the successful servicing of client requests. It turns out the target audience of consumers of services, their approximate volume.
Based on the data, optimal working conditions are set when any client can receive customer support outsourcing of the proper level.
Сustomer support outsourcing services
The services we offer can be divided into three broad areas. This:
Consulting – assistance in using the products of the customer company.
Remote Troubleshooting – Based on the data collected from the client, the call center employees solve the issue that has arisen through advice, clearly structured steps, etc.
Processing of received applications, their analysis and creation of an information base. The collected information is regularly transferred to the customer.
Customer support outsourcing lines – The first line refers to the structure of the entire call center. Its task is to identify the user and his problem. This level is often associated with a filter, as it sorts the streams to the service line. More complex situations are screened out and fall into highly specialized employees.
Benefits of Helpware
During our work in the market of outsourcing services, we have developed our own strategy for providing quality services. Why choose “Helpware”:
- ready operator base of trained specialists;
- a personal manager for the customer, ready to resolve any issues in the shortest possible time;
- careful protection of personal data;
- full confidentiality of cooperation;
- redundancy of the main communication lines;
- uninterrupted power supply of the call center;
- maximum attention to each customer;
- implementation of the most complex projects;
- optimal ratio of price and quality of services.
Several thousand successfully implemented projects is a figure that we are proud of. Trust your business to the best!