How Can Business Process Outsourcing Help Your Company?
Outsourcing customer service is often done to reduce staff and to save money. The business owner is frustrated with the high volume of inbound calls that are not answered efficiently and outbound calls that don’t seem to happen at all. But, there is more to this story that every company need to know.
Why did your customer call in the first place? Why is this customer happy and stays loyal? Why is this other customer angry and never came back? If your staff answering your customer service calls are not getting these answers, your competitors eventually will!
At Performatel we have worked along with our clients to find the answers. Why did the client call, why did they remain loyal and why did they leave? We have been doing this for more than two decades and have managed to solve the problems that would otherwise lead customers who pay away from your brand to the arms of the competitor. We have done it with a constant effort to innovate and with the support of our incredible employees. Only one from ten people who applies becomes a Performatel employee. But, once we choose the right person, we are dedicated to their training and continuous improvement. This has worked for us to keep skilled workers and that makes us a better company.
We use Voice of the Customer (VoC) tools and control quality with automated programs. Our goal is a constant improvement by using the Six Sigma route. The reason we do this is to provide a better service to you and your customers. The vast majority of people believe that the customer service experience could always be improved. We agree and we constantly work to achieve it. Performatel will always share its expertise with you so that your customer service is the most advanced, high quality and unforgettable experience.
Cost Efficient Customer Service
Many companies outsource customer service to save money. But this service should be a function that keeps customers in their fold and helps them expand their customer base. In this sense, it is silly to simply look at the phone traffic volume and say that you are saving money in handling all those telephone calls. What you need when outsourcing customer service are the answers to the "why" questions that appears at least once in each contact interaction with a customer. Why did they call? Why are they happy or unhappy? Why are they still your customers even if they are not happy? And why did they leave and buy the product or service from your competition? When considering outsourcing customer service, look for a company, such as Performatel, that will make your business constantly improve on what you do and will always help you answer all the "why" questions that your company has.