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optiBPO has 8 ideas on how you can create business value through offshoring

Eight Offshoring Ideas

IDEA 4 OF 8 | EXTEND CUSTOMER SERVICE

OUTSOURCED CUSTOMER SERVICE AND HOW DOES IT WORK?

Modern customer service requires a multi-channel approach, potentially with extended hours than what had historically been the case. Outsourcing customer service can allow you to do more with less—phone support, online chat support, email support, call recording and monitoring, upselling, cross-selling, welcome calls, and performance reports.

Outsourcing your customer service function can help increase your sales, while still providing great support to your customers. Contact us to know more or click on the link below to view a standard job description for outsourced customer service roles.

Do you need assistance in hiring an outsourced customer service?

Contact us

CUSTOMER SERVICE ROLES THAT CLIENTS ARE OFFSHORING

An outsourced customer service may perform a variety of tasks, such as:

INBOUND/OUTBOUND CALL

Helps you manage high call volumes to achieve call quotas, and answer large number of incoming calls without delay

TECHNICAL SUPPORT

Provide assistance to your customer by responding to technical and network issues in a timely and accurate manner

TELEMARKETING

Contact potential customers to promote your products and/or services, and provide information about the product’s features, prices, and benefits

APPOINTMENT SETTING

Qualify prospects and assist in scheduling meetings between your sales team and prospective clients; send follow ups as needed

HELP DESK

Handle customer questions and complaints and provide appropriate solutions; conduct follow up calls to ensure resolution

ORDER PROCESSING

Assist in receiving and processing incoming orders and handle other transactions including cancellations, returns, or exchanges

WHY OUTSOURCE YOUR CUSTOMER SERVICE

Here are some of the benefits of outsourcing customer service to the Philippines:

24/7 SUPPORT COVERAGE
Outsourcing customer service offers extended after-hours support on all channels to improve customer service response time

IMPROVE EFFICIENCY
Response to customer inquiries promptly, which increases customer satisfaction and improve an organisation’s efficiency

DRIVE BOTTOM-LINE PROFIT
Resolve capacity issues and delegate tasks to a dedicated offshore team that has the expertise needed

INCREASE CAPACITY QUICKLY
Resolve capacity issues and delegate tasks to a dedicated offshore team that has the expertise needed

SAVE ENORMOUS TIME
Free-up your time to spend on the key areas and day-to-day running of your business

LOWER COSTS
Save around 70 to 80 per cent in direct salary costs for a comparable skill set

CASE STUDY

Many businesses are taking advantage of building an offshore customer service team to drive profitable sales growth.

This video focuses on the benefits of building an outsourced customer account management team. This is a case study where an optiBPO client has lost their contact with a range of their key accounts and was looking to rekindle those relationships with the help of an offshore team.

CUSTOMER SERVICE FAQs

Find answers to frequently asked questions about outsourced customer service:

With outsourced customer service, you partner with a BPO provider to recruit experienced customer service professionals working dedicated to you on a full time basis. The Philippines is among the top locations for outsourcing. Companies like optiBPO helps businesses like yours to plan, build, and manage dedicated customer service resources in the Philippines.

Customer service is one of the common areas being outsourced. While there are many positive reasons to outsource customer service roles,  the most common ones include: 

  • After-hours coverage
  • Increase capacity
  • More flexibility
  • Better customer support
  • Increase customer satisfaction
  • Boost sales results
  • Enhance scalability
  • Low overhead costs

To minimise the risk of outsourcing, you can start small, prove the concept, then extend. When outsourcing, it is important to partner with a reliable and professional BPO provider who can support your requirements and business goals. Check out this outsourcing guide if you are interested to know more.

At optiBPO, we help clients plan, build and manage dedicated resources in the Philippines that are an extension of your onshore team and not a separate part. To start outsourcing, all you need is a job description and our team will help you employ fully dedicated and qualified staff that fits your requirement. View a sample customer service job description.

BUILD YOUR OFFSHORE TEAM TODAY!

optiBPO will help you set-up, ensure your business is BPO ready, and provide support to your
offshore team to ensure they can be effective contributors from day one