Easy High-Performance Tools for Technology-Based Service Center

What Is Outsourcing?

It is simply a business practice where a company is struggling on operations, tasks, and processes. Businesses partner with outsourcing agencies to help with cost-cutting measures – labor costs, personnel salaries, overhead equipment, and technology.

It is up to the customer if a company lives or dies, so getting it right the first time matters.”

Outsourcing agencies work with clients to reduce expenses, trim down operational waste by streamlining processes focused on the core business. The agency creates compensation structures for their employees at a reduced pay rate, and enterprises benefit from workers’ cost savings.

  • A consultant works with the client on the core business process, and non-core activities on critical management strategies, security measures, and customer service standards are analyzed for improvements.
  • Outsourcing business processing like – payroll, accounting, telemarketing, data recording, social media marketing, customer support.
  • Core business process tasks include marketing, customer service, and inventory. Product design, preparing orders, designing or building products, or communicating with current and potential clients.
  • Non-core business processes include administrative, maintenance, repetitive activities to improve productivity, efficiency, and effectiveness since these agencies are experts.
  • Agencies perform and study the business’s day-to-day activities, industry, and market with research for faster turn-around times, increased competitiveness, and overall reduced operational costs.
  • Offer clients guidance and counsel the team on the challenges many service reps face daily with expertise, marketable tactics, and proven solutions to help clients expand to new territories.
  • Outsourcers rebuild operations with process management to manage returns, resolve complaints, process exchanges, upgrades, memberships, claims, technical support, and cancelations of subscriptions, sign-ups, refunds, and placement of orders.

Management consulting firms market business in new ways with automation to simplify operations. Did you know they have the largest market share with 28% and growing at 4%? Consulting is a great example of how customer experience links back to repeat business.

Every company wants to dominate the market, be ahead of the pack and triumph over the competition. So, how does a company accomplish such a colossal mission? And what can a company do to stay on top of their game?

How do companies maximize resources and advance retention and engagement practices?  The answer may surprise you, but it all starts with top-notch customer service.

It’s that simple and truly achievable if you have the right support, the right “outsource firm” and the right consultant. You can achieve more goals and more initiatives in less time and less effort. This type of care is not only expected but demanded by customers.

Pros of Outsourcing

  • Faster turn-around time
  • Budgetary control
  • Simplification of service desk
  • Reduced steps and cloud-computing services
  • Cuts overall operational costs
  • Non-core task are efficiently managed
  • Process improvements
  • Automation of tedious tasks
  • Speed of response to customer
  • Flexible, knowledgeable staff
  • Inside Team can now focus on core business
  • Increases in-house team productivity
  • New ideas, better resources, more bandwidth
  • Reduces overhead, labor costs significantly
  • Avoid expenses on technology and equipment
  • Improved business efficiency, increased competitiveness. 

Cons of Outsourcing

  • Sensitive data exposed
  • Security threats
  • More internal obstacles due to (two teams having worked together)
  • Extra time and effort to get new process operations moving
  • Legal issues to consider
  • Confidential information exposed
  • Delay in approving new process operations
  • More overhead control needed for business expenses

Customers expect more, want more, and demand more and want their issue resolved faster than agents can process their request. Incorporating online tools will improve a company’s bottom line since it provides the agents’ resources to enhance the customer experience.

There is a fine line in success and failure, delivering outstanding customer care and getting it right – day after day, month after month, and year after year. A company can easily see exponential growth and secure a future of new opportunities, new customers, and with unique advantages.

What value-added strategies does outsourcing bring to businesses?

  1. Revenue-driven processes, expertise, reduced ongoing expenses.
  2. Optimized services and resourcefulness.
  3. Better Digital Marketing.
  4. Automation and cost-effective operations.
  5. Improved productivity for delivering revenue-generating growth.
  6. Low Costs by aligning technology, software, and tools for better value-added opportunities.
  7. Better branding, messaging, operational improvements with a proven track record, and well-structured center.
  8. Skilled experts, improved infrastructure, risk management, flexible staffing, operational control. 

What Can Businesses Do Before Hiring an Outsourced Firm?

10-Step Execution Plan

  1. Define the scope, schedule, and timeline of the project.
  2. Gather your best in-house team with employees with industry knowledge, years of company experience, and are comfortable communicating to outside third-party agencies.
  3. Agree on project deliverables, execution plans, and how the transition will unfold.
  4. Research “outsource agencies,” interview team, and acquire references. Talk to their customers that were satisfied and not satisfied.
  5. Implement customer-centric performance metrics and customer service monthly goals around.
    • End-of ticket rating
    • Customer satisfaction score (CSAT)
  1. Create and run a survey for each phase of a service call by asking customers.
    • How they feel
    • Their satisfaction
    • Their suggestions
    • Their improvements
  1. Add Performance metrics to include.
    • First contact resolution
    • Mean time to resolution
    • Average time to answer a call
  1. Executives should study on-boarding, training, professional development, employee skill review, competencies, and staff personality traits that work well to foster team camaraderie, trust, and respect within the customer center.
    • Know workflow, communication style, adopt project management tools for communication like Slack, Trello, Jobsity, and Zoom.
  1. Research platforms to streamline interactions across all channels:
    • Website
    • Social Media
    • Email
    • Physical Store

The Results:  Will deliver a cohesive, consistent, and customer-focused omnichannel customer service.

  1. Ask an outsource agency how problems are handled and personally visit their facility and ask lots of questions:
    • How they support security compliance?
    • What companies do they typically work with and ask about the staff they have employed?
    • Are they focused on certain industries?
    • How do they lay-out the project to meet market and leadership expectations?
    • Have they done a similar project?
    • Where do they find talent, and what collaboration tools are used for the project?
    • Do we define everyone’s role and responsibilities, or is this a joint effort?
    • What software do you use for documenting project progress, problems, plans, and deliverables?

Nearshore IT Services

From ongoing staffing needs to a rich, 24/7 onsite/nearshore model, our Data Science premium support teams are tailored specifically to meet your needs. Hire an IT resource that’s relatively within the same time zone, cost-effective and easier to access than most offshore services.

Since we’re highly proficient Data Mining and Big Data specialists, our Nearshore team can extract the critical knowledge and insights you need from your structured and unstructured data.

LEARN MORE

Nearshore IT Services

From ongoing staffing needs to a rich, 24/7 onsite/nearshore model, our Data Science premium support teams are tailored specifically to meet your needs. Hire an IT resource that’s relatively within the same time zone, cost-effective and easier to access than most offshore services.

Since we’re highly proficient Data Mining and Big Data specialists, our Nearshore team can extract the critical knowledge and insights you need from your structured and unstructured data.

LEARN MORE

Powerful Online Customer Support Tools

Choose the tool based on your team’s needs, industry, target audience, volume, and some offer public-facing support platforms.

Customer Service, Chat System, Callback and App Tools

  1. Olark WordPress
    • Live Chat
    • Plugin for customizing
    • Chatbox
    • Offers shortcuts
    • No chat history, contract database or chat reporting
  2. Helpprace
    • Free help desk
  3. Tawk
    • Free messaging plugin
    • Integrates with WordPress, Opencart, Joomla, Magento
    • Has chat history, ticketing, message review.
  4. Freshdesk or Freshchat
    • Ticketing system
    • Has a knowledge base
    • Live chat
    • No triggered messaging
    • Free
    • Targeted at small businesses
  5. LiveAgent
    • Free ticketing
    • Free live chat
    • Free knowledge base
    • Free helpdesk
    • Email ticketing
    • Call center support
    • Contact Forms
    • Merge Tickets
    • Custom Tickets
    • Email notifications
    • Mass actions ticketing
  6. HelpCrunch
    • Free live chat
    • Customization
    • Offers an unlimited number of domains, apps, and auto messaging.
  7. Asana
    • User-friendly
    • Easy to use project management tool
    • Manages projects and remote teams
    • Know who is “doing what” – List Views
    • Visualize each stage of work – Board Views
    • Calendar – set dates, tasks in one place
    • Timeline View – Maps out overlap, work, identify dependencies
    • Action-based task name
    • Set due dates and subtasks with teammates
    • Commenting section
    • Goal sharing, product launches, editorial calendar
    • Publishing
    • Campaign Execution, Agendas
    • New Employee on-boarding
  8. Zendesk
    • Live chat
    • Call center
    • A limited version is free
    • Similar to Help Crunch
    • Customer Support Tool targeted at small businesses
  9. Click Desk –
  10. Live Chat
    • Chat Tool and Customer Service Platform
  11. Liveninja
    • Video chat
    • Fundraising capabilities
    • Free
    • Online communication tool for brands and customer interactions
  12. Cloud Talk
    • Customer Support Tool
  13. Drift
    • Unlimited chat history
    • Allows only 100 contacts
    • Best for small companies

Why Do Businesses Contract-Out Operational and Customer-Driven Processing?

  1. To find new ways to effectively manage the incoming call center and service desk work that flood customer service agents.
  2. Agencies bring in technology, modernize the center, and improve communication across all channels.
  3. To analyze the customer center, incoming calls, and how non-key competencies are handled.
  4. Study current customer service processes such as on-the-phone interactions, order processing, returns, membership, sign-in, products, and services and handle non-efficient business situations.
  5. Help to decrease clerical, administrative, accounting, and executive-perk expenses; concentrate on critical paths to implement efficient practices that are developed.
  6. New and improved processes are designed that help companies increase product, workforce, and operational success.
  7. Institute proficient, resourceful and cost-effective measures
  8. Companies that outsource business processing – Slack, Google, Alibaba, WhatsApp, BaseCamp, Skype and TransferWise and American Express for better processing flow, reduce costs and fuel growth.

Understanding Outsource Customer Service Agencies

Technical Consultants and Non-Technical Advisory Team

  1. Builds customer loyalty, reduces customer churn rate, saves staff time processing tickets, and manages all communication with a customer just gets easier and manageable with modernized tools.
  2. Customer satisfaction goes way up after agents install software targeted at improving customer experience with installing a platform for bridging together email, chat, SMS, voice, Facebook messenger, and Twitter feeds into one location.
  3. Intelligent automation tools are used and technology like AI and machine learning for complex processes, automate repetitive steps, and manual tasks, building segments to entice high-value clients.
  4. Brings consistent profitability and productive talent to the client, offers new operational methods, modern techniques, technology experts for better results, and develops personalized offerings.
  5. Design customer service strategies by analyzing customer data around preferences, lifestyle, habits, and feedback.
  6. Learning a customer’s buying habits will trigger better customer care and control of outcomes.
  7. Understand and obtain buyer’s preferred first choice items, favorite products, and their inclination to experiment with new merchandise.
  8. Build an accurate customer profile for more customized communication, personalized service calls with the client, and tailor-made customer offerings.
  9. Strengthen branding, reinforce repeat business, buyer satisfaction, and easily transform customer care into exceptional, personalized attention.
  10. Consultants help design and modernize contact centers with 24-hour service, automation for self-directed software systems to help with faster processing, and improve workflows.
  11. Help eliminate extra steps, streamline the process, execute operational efficiencies, and better one-on-one interactions with the customer.
  12. Installs service platform for streamlining the processes, reducing turn-around times, better time management, and can manage overhead costs.
  13. Better customer experience, stronger customer relationships, and better cohesiveness from customers to agents with data easily accessible to solve customer problems.
  14. Outsource consultants train agents to create simplified customer-focused solutions and fast resolutions to frustrating situations with technology and software platforms geared around improving customer care.
  15. Online knowledge bases are utilized for Help Centre to reduce the volume of requests and design self-service tactics for a greater experience for the customer.
  16. Reduced functionality, assessment rules are studied for efficiency, response times are tracked, churn rates, replies analyzed, and live chat channels improve customer satisfaction with personalized responses for real and authentic messaging.

Smarter engagement tools help bring together customer communication, measure conversions, online chats, conversations, and co-browsing.

Analytics around video, messenger including online connections, monitoring capabilities, feedback, services, and phone helps with lead conversions, sales in an all-in-one tool – cloud-based, scalable, and has out-of-box features.

  • Quickly processes incoming and outgoing support requests, assigning each ticket based on criteria.

Outsource agents can easily connect with customers on any channel with insightful and intuitive technology for communicating. 

Customers on Twitter, WhatsApp, Facebook, SMS, WeChat, Email, Social Messaging, Chat, and Voice activation for better conversations and deliver extraordinary service and customer care.

  • If a customer receives outstanding service and support, they will spend a considerable amount of money in the future, thereby positively affecting retention and the bottom line.

Positive or negative customer experience directly ties back to the company’s top-line revenues by either keeping or losing a customer.

Customer-Focused Application Platforms

Have powerful live talk services systems – such as Click Desk, Olark, UserVoice, or Zendesk.

Program with cloud-based computing and AI-powered assists agents with suggestions and alleviates the stress for customer reps.

Machine learning helps agents with recommendations on each ticket offering predefined macros and canned-responses.

  • Mobile-accessibility and free email support – and measures customer satisfaction.
  • Reduce conflicts by helping agents to engage more efficiently.
  • Smart technology that incorporates knowledge base, ticketing system, and community forums.
  • Security features for comprehensive audits and data protection.
  • Encryption, network security, data center security and has authentication.
  • Employee vetting, training, webinars, and self-service with Google Docs importer for optimization.

Customer Support Suite “Software” Platforms

Customer Service Software brings contact center automated processing, reporting with one-touch processing and better response times by managing incoming queries, analyzing customer data, and incorporating best practices that result in an omnichannel customer service center.

Engaging with consumers and future customers is simple with software that assigns tickets a priority and has mechanisms for restructuring content into a logical, easy-to-navigate unified operation with smart automation.

  • Tools that help to resolve tickets faster by prioritizing the daily technical issues.
  • Improves client-agent relationship with built-in discussion features.
  • Equipped with artificial intelligence for increased productivity.
  • Agents can chat with customers on social media, email, and includes better client management.

Getting More

A customer’s expectations have changed. Companies are busy searching for a consulting agency for convenience, fast results, and maximizing growth potential by creating the right conditions for competitive practices.

Company Tips 

  1. Utilize third-party customer service tools to manage all incoming/outgoing tasks.
  2. Know how to close a conversation and have clear communication.
  3. Acknowledge a customer complaint by showing empathy and concern.
  4. Be straightforward and speak in simple-language that anyone can understand.
  5. Create an FAQ document for common questions and resolutions.
  6. Treat customers with respect, courtesy, and use their first name, “NEVER USE SIR or MADAM” when speaking.
  7. Social media can be used to act instantly on pressing issues.
  8. Stay up-to-date with product knowledge.
  9. Offer discounts after closing the service call with the customer.
  10. Be concise and informative when discussing solutions.
  11. Always use compassion, be friendly, polite, solution-oriented, and reliable.
  12. Consolidate data, do your research, and conduct analysis.

Building an Online Customer Service Ecosystem

Creating inspiration, purpose, and adding product promises into a well-designed website and services with unique offerings solves customer problems to transform consumers into buyers.

The company’s perspective, mission, values, and a well-defined operation should engage and encourage the audience to stop and take notice of your brand. Simple easy to understand resources, online chat, digital FAQ covering frequently asked questions and solutions, online tips and access to product

Companies need to connect to shoppers on a deeper level by providing exceptional customer service incorporating visuals and co-browsing solutions.

  • Finding ways to be memorable with top quality products, reward, remembering what each customer says during service call, improved services, apps, and call back support technology.
  • Use Co-Browsing Software – Is screen-sharing involves the customer giving access to their screen using a passcode so the technical agent/customer reps can see their screen. Powerfully impactful and eases stress for customers, having to explain everything to tech support.
  • Adopt Online- Ticketing SystemsFreshdesk and Zendesk are designed to capture customer feedback, provide support for pre/post sales, document issues by keeping data organized. Maps items and prioritizes tasks and requests. Record
  • Record a series of questions relative to the customer and add a management system that records data in a cohesive, professional way to assist agents with communication and problem-solving.
  • Modernizing a contact center needs to capture the audience’s attention. Offer online help with talkbot, IM bot, interactive agent, big data, machine learning, or artificial intelligence add and grab the buyer’s essence by chatting with them as you solve their problem.
  • Customer Service Apps (applications) – Salesforce Service Cloud, Team Support, and Happy Fox have queue management, alerts, escalation, performance metrics for quickness, promptness, and fairness, for better access to digital goods and services and wanting on-demand help no matter which online platform customers are using.
  • Add a variety of online communication choices when are expectations by customers.
  • Personalized care, transparency, and innovative services when talking to a business and want to be treated respectfully and courteously.
  • Create problem-solving content by reviewing in-store, email, social, calls, check reviews, surveys, customer feedback, and event communication. Document the top issues and repetitive problems. Create a call center best practices document.
  • Review every step in the call center and customer service support and gather data analytics, phone scripts, and payment methods for adopting universal solutions.
  • Check the consistency of branding, trends, market, competition, messaging, content strategy and special offers, discounts, customer lifecycle, SEO, advertising, social media, latest developments, and marketing for clear communication and effective operations.
  • Add revenue-boosting technology like live chatbots – and understand customer urgency and chatter impatience with dialog reviewing to improve conversion. Use auto-response messaging to accept “all conversations” will give the customer the perception that you care and are eager to help.

Companies cannot do it alone; building partnerships with specialized customer service agencies is a cost-effective option for better customer relationship management and simplified operational administration.

Contact our Vice President

He wants to talk to you. Seriously!

We are committed to providing the highest level of capability and service. Since we’re highly proficient Data Mining and Big Data specialists, we can extract the critical knowledge and insights you need from your structured and unstructured data. Hire a nearshore IT resource that’s relatively within the same time zone, cost-effective and easier to access than most offshore services.

Whether or not you need our services or just want to have a friendly chat about your situation, do not hesitate to send me a message directly.

-Guy DeRosa, Senior Vice President

Customer-Focused Application Platforms

Have powerful live talk services systems – such as Click Desk, Olark, UserVoice, or Zendesk.

Program with cloud-based computing and AI-powered assists agents with suggestions and alleviates the stress for customer reps.

Machine learning helps agents with recommendations on each ticket offering predefined macros and canned-responses.

  • Mobile-accessibility and free email support – and measures customer satisfaction.
  • Reduce conflicts by helping agents to engage more efficiently.
  • Smart technology that incorporates knowledge base, ticketing system, and community forums.
  • Security features for comprehensive audits and data protection.
  • Encryption, network security, data center security and has authentication.
  • Employee vetting, training, webinars, and self-service with Google Docs importer for optimization.

Customer Support Suite “Software” Platforms

Customer Service Software brings contact center automated processing, reporting with one-touch processing and better response times by managing incoming queries, analyzing customer data, and incorporating best practices that result in an omnichannel customer service center.

Engaging with consumers and future customers is simple with software that assigns tickets a priority and has mechanisms for restructuring content into a logical, easy-to-navigate unified operation with smart automation.

  • Tools that help to resolve tickets faster by prioritizing the daily technical issues.
  • Improves client-agent relationship with built-in discussion features.
  • Equipped with artificial intelligence for increased productivity.
  • Agents can chat with customers on social media, email, and includes better client management.

Getting More

A customer’s expectations have changed. Companies are busy searching for a consulting agency for convenience, fast results, and maximizing growth potential by creating the right conditions for competitive practices.

Company Tips 

  1. Utilize third-party customer service tools to manage all incoming/outgoing tasks.
  2. Know how to close a conversation and have clear communication.
  3. Acknowledge a customer complaint by showing empathy and concern.
  4. Be straightforward and speak in simple-language that anyone can understand.
  5. Create an FAQ document for common questions and resolutions.
  6. Treat customers with respect, courtesy, and use their first name, “NEVER USE SIR or MADAM” when speaking.
  7. Social media can be used to act instantly on pressing issues.
  8. Stay up-to-date with product knowledge.
  9. Offer discounts after closing the service call with the customer.
  10. Be concise and informative when discussing solutions.
  11. Always use compassion, be friendly, polite, solution-oriented, and reliable.
  12. Consolidate data, do your research, and conduct analysis.

Building an Online Customer Service Ecosystem

Creating inspiration, purpose, and adding product promises into a well-designed website and services with unique offerings solves customer problems to transform consumers into buyers.

The company’s perspective, mission, values, and a well-defined operation should engage and encourage the audience to stop and take notice of your brand. Simple easy to understand resources, online chat, digital FAQ covering frequently asked questions and solutions, online tips and access to product

Companies need to connect to shoppers on a deeper level by providing exceptional customer service incorporating visuals and co-browsing solutions.

  • Finding ways to be memorable with top quality products, reward, remembering what each customer says during service call, improved services, apps, and call back support technology.
  • Use Co-Browsing Software – Is screen-sharing involves the customer giving access to their screen using a passcode so the technical agent/customer reps can see their screen. Powerfully impactful and eases stress for customers, having to explain everything to tech support.
  • Adopt Online- Ticketing SystemsFreshdesk and Zendesk are designed to capture customer feedback, provide support for pre/post sales, document issues by keeping data organized. Maps items and prioritizes tasks and requests. Record
  • Record a series of questions relative to the customer and add a management system that records data in a cohesive, professional way to assist agents with communication and problem-solving.
  • Modernizing a contact center needs to capture the audience’s attention. Offer online help with talkbot, IM bot, interactive agent, big data, machine learning, or artificial intelligence add and grab the buyer’s essence by chatting with them as you solve their problem.
  • Customer Service Apps (applications) – Salesforce Service Cloud, Team Support, and Happy Fox have queue management, alerts, escalation, performance metrics for quickness, promptness, and fairness, for better access to digital goods and services and wanting on-demand help no matter which online platform customers are using.
  • Add a variety of online communication choices when are expectations by customers.
  • Personalized care, transparency, and innovative services when talking to a business and want to be treated respectfully and courteously.
  • Create problem-solving content by reviewing in-store, email, social, calls, check reviews, surveys, customer feedback, and event communication. Document the top issues and repetitive problems. Create a call center best practices document.
  • Review every step in the call center and customer service support and gather data analytics, phone scripts, and payment methods for adopting universal solutions.
  • Check the consistency of branding, trends, market, competition, messaging, content strategy and special offers, discounts, customer lifecycle, SEO, advertising, social media, latest developments, and marketing for clear communication and effective operations.
  • Add revenue-boosting technology like live chatbots – and understand customer urgency and chatter impatience with dialog reviewing to improve conversion. Use auto-response messaging to accept “all conversations” will give the customer the perception that you care and are eager to help.

Companies cannot do it alone; building partnerships with specialized customer service agencies is a cost-effective option for better customer relationship management and simplified operational administration.

Customer Satisfaction, Retention, and Churn

The customer sets the stage on whether they will cut ties with business, continue shopping or sporadically purchase. The future of a company is in the customer’s hands.

Analyzing target markets, defining your unique selling proposition, brand strategy, and analyzing a game plan by utilizing an outsourced service will give companies a leg up and empowerment.

Top Negative Experiences

  • Reversing an angry customer is quite the undertaking, and a very disgruntled consumer will hurt any chances of recouping any future purchases from them.
  • Rude agents, dropped calls, waiting on hold for too long, incompetent online chat support.
  • Discourteous behavior and agents using bad attitudes to get through the call, it’s all too familiar, and we’ve all been there.
  • Getting transferred repeatedly only to lose the call entirely.

Customer engagement, customer support, and customer experience are intricately complex strategies companies use to engage with customers as they directly impact their feelings about a company, whether it’s good or bad.

  • As many people know, running a helpdesk customer support center and finding the best ticketing solution is overwhelming for many companies with a poor support system and inadequate and outdated software and no good follow-through processes.

Organizing tickets, good documentation, low-quality support, and work inconsistencies are common to help desk problems companies face due to employee burnout, no process in place, and not enough organizational structure.

  1. When a customer calls an organization, they are doing business with; they want their issue to be resolved at lightning speed.
  2. Satisfied customers bring a company more customers due to a positive experience, and the outcome for the company is improved public image, loyalty, and brand credibility.
  3. The result is increased buying behavior, more sales, and happy, engaging customers who are excited to be affiliated with an organization that makes them feel special and understand their concerns.
  4. Customers want personalized care comprised of many choices in the products a company offers.
  5. A consumer will buy more and at a higher price if a company exceeds their expectations. Consumers are willing to be advocates and ambassadors for a company that consistently gives exceptional service.

What a Customer Thinks, Feels and Believes is True

A company is powerful as it impacts the first line of contact since businesses lose $75 billion due to inadequate and bad customer management and low retention rates. 

  • Establishing robust functions, instituting best practices, and adding automated tools is critical for achieving business.
  • A consumer can influence other people to buy or to stay far away from a company.
  • Organizations can easily run into public humiliation due to negative feedback, which is damaging, reprehensible, and harmful to their brand and image.

You can say a customer’s opinion is the life force and essence of a business – it gives customers the moral fiber over a company’s brand as to whether they stay or go.

No doubt achieving such a mammoth feat will bring repeat business, loyal customers, increased sales, positive business reputation, customer satisfaction, and retention, strengthening brand recognition and opportunities for new joint ventures with partners.

Breaking Down the Stats

A customer’s input, including their viewpoint and comments, is significant to a business’s livelihood. You can say that it is the one determining factor that sets the stage for its positive or negative brand image and overall health.

  • Microsoft group study revealed that 96% of global consumers report that customer service is extremely important for brand loyalty.
  • Dimensional Research asked consumers, “What impacts their level of trust with a company?” The number one answer was Excellent Customer Service ranked the highest.
  • AE survey says that 70% of consumers support companies with great customer service.
  • AE revealed that 68% of customers believe the secret to great customer service is a polite customer service representative.
  • Harris Interactive survey shows that 73% of customers admit that friendly employees/customer service representatives make memorable customer experience and get them to be loyal to a brand.
  • $75 billion is lost annually due to poor customer service.

Valuable Roadmap to Customer Service Excellence

Businesses need to flourish, grow, and become increasingly transformable by predicting the customer’s next purchase and foreseeing the industry’s changes.

It is a sure bet that using transformation techniques, incorporating robotic process automation, and adding artificial intelligence is hugely beneficial. Integrating customer support software with intelligent automation will drastically improve productivity, increase sales, simplify work processes, and automate tasks.

Let’s face it customer support is what sets the stage for how customers will think either positively or negatively about your brand, company, and products.

Think of when you called a company only to be put on hold or got lost in the phone system, or the call never is answered by an actual person to then “piss you off.”  You then vow never to do business with that company again.

  1. Create and Advertise Catchy Customer Service Tagline.
  2. Schedule: Customer Service Desk” Training and Mentoring.
  3. Write a Step-by-Step Process Document.
  4. Create scripts for agents on various “issue” based situations.
  5. Utilize customer self-service technology.
  6. Organize role-playing scenarios at training sessions.
  7. Appoint mentors for team building, education, training, and mock calls.
  8. Add Support Tools – Hubspot, HelpJuice,
  9. Incorporate customer segmentation and understand the customer requirements, needs, and wants and encourage feedback from the consumer, identify each customer’s preferences, offer unique discount codes, and launch new collections and special packages.
  10. Personalized customer care utilizes customized approaches, communication, and services such as loyalty programs, VIP packages, and discount offers.
  11. Automating business processes and having attractive services will help companies reap the rewards of a positive company image, brand loyalty, and customer satisfaction.
  12. Analyzing the current business model and how current operations can be improved and performed better when interfacing with the customer with customers and the targeted audience.
  13. Exploring Customer Service Tools, New cloud technology, Chatbots, customer tools, and data analytics is designed to understand all aspects of the customer and bring the best possible customer service to your business.
  14. Finding New Ways – Companies can automate their processes, digitize their work, and streamline their steps and complete their tasks half the time by using a customer service software platform, which makes for good business.
  15. It is fundamentally necessary to incorporate tools and technology to encourage loyal shoppers, repeat business, build trust rings especially true for future growth, raise profitable, augment customer engagement, and better customer experience.
  16. These tools are service cloud-based systems that help identify bottlenecks, offer integrated ticket-time tracking functionality, and automated ticketing mechanisms for improved control over customer service with a 360-degree view.
  17. Lead Agent work with customer-facing employees, provide relief for full-time staff by taking the workload and burden by assigning a customer service rep to provide immediate support to the client’s customer.

Outsourcing customer service can do everything for the client by studying their business and customer service process in an inexpensive way that results in added value and helps improve turn-around times in responding to customers.

Service agents can modernize, reorganize, simplify, restructure, automate, prioritize, digitize, and reduce work steps, eliminating confusion.

  1. Creating programmed responses and canned answers.
  2. Analyze the return process by simplifying steps.
  3. Offer VIP status to customers who frequently purchase.
  4. Always have a real representative answer the incoming calls.
  5. Ensure that every customer receives the same personalized attention.
  6. Be excited whenever you meet, chat, or talk to a customer; they will reciprocate the gesture.
  7. Incorporate real-time messaging, live Chatbots, and service technology for better control.
  8. Be clear, concise, and engaging in communication with the customer – it will influence conversion.

Growth Rate and Business Growth

Expansion – Understanding good growth is essential. A rate of 5 to 7% per week and 10% for an exceptional growth rate is possible when outsourced consultants are bought to analyze a client’s customer service challenges.

  • Companies like Amazon have, on average, a growth rate of around 30% year-over-year growth. It is a known fact among top businesses that high-quality customer service is directly associated with higher revenue growth and consistent performance.
  • There is a clear connection tied to superior customer experience and excellent revenue growth across all industries, whether its healthcare, consulting, consumer electronics, digital distribution, or an online retailer like Wal-Mart.

Forrester’s research shows that customers who have a better experience with a company are more likely to continue doing business with that company.

  1. Resulting in growing revenue faster.
  2. Increasing growth and drive positive effects for the company.
  3. Good Experience, Good People, and Good Customer Support = More Orders, More Praises, and More Loyalty, More Testimonials.
  4. It’s that simple; everything comes full circle and is tied to superior customer service support.

It’s no secret that happy customers and satisfied consumers will spend more, try new products more often, and “sing your praises” by publicly and passionately commenting on their experience to friends and family.

Top Customer Experience Programs

Helps clients to deploy better analytics, a better online help desk with solving tickets easily, fully customizable, and can reach customers on any social channel with interaction history and helps to increase productivity and drive customer loyalty, customer satisfaction, consumer retention, encourages advocacy, and brand recognition.

  • Customer Service is, no doubt, a tedious job with time-consuming activities and challenging for any company.
  • Customers feel neglected, forgotten, and have to quickly learn how to find their way through the complicated phone system, call menu, and numerous choices.

The pain points are real, and customers are frustrated and troubled by the automated systems that answer incoming customer calls. Companies are concerned about their reputation, and it can easily be destroyed by one bad customer experience.

The benefits to strategic outsourcing customer service far outweigh the concerns since it helps to improve customer retention, brand loyalty, access to skilled experts,  decreased by designing a vital process and plan for strengthening exceptional communication, customer service.

An outsourcing agency, the client will be assigned outsourcing leads to lay out the foundation for better business management.

Focus on a plan to outsource customer service, helps to prioritize call volume, forecasting, and managing workflow efficiently, and scheduling, thereby improving customer service and enhancing client support. 

  • Help to diagnose, articulate, and offer answers, solutions for client’s technical/non-technical issues.

The client provisioning specialist works with the client to identify gaps, institute tools to manage multiple and diverse tasks simultaneously, and competently answer incoming customer calls quickly.

  • Instituting best practices, upgrades, tracking, and reporting in-flow of service calls and ensured operational streaming business complexities with better business management.
  • Advancements in software, automation, and customer resource management are designed to streamline and improve everyday activities from accounting, inventory management, customer service automation, and product fulfillment for greater operational productivity.

An outsourcing lead builds customer relations with 24/7/365 accessibility to the customer – offers a well-built, award-winning call center for ensuring overall processing control, managing workflow efficiency that includes process development, enhancement, and improvement.

  • It’s the driving force behind managing the customer’s journey from order fulfillment, emails, social network communication, and registration profile set up, billing, subscription-related tasks, and month-to-month reporting.

The Takeaway

Organizations struggle to provide excellent customer support look to 24-hour contact centers that can help address the everyday challenges and inefficiencies that weigh the workforce down.

  • Computerizing complex operations, leveraging big data, AI lifecycle management tools for building outstanding customer care is all the rage.
  • Utilizing precise buyer behavior calculations, incorporating machine learning algorithms used for well-defined analytical predictions, and future recommendations helping with crisis management strategies.

Many businesses search out contact center outsourcing firms that can go the extra mile for them. Customizing services within customer service, call centers, and contact center management to execute the workflow, data analytics, metrics, scheduling, planning, budget, and financial analysis.

  1. Incoming and outgoing work would be managed by outsourcing specialists to automate some of the work, tasks, and everyday activities.
  2. Outsource Contact Service Centers have in-depth resources, offer call center technology for helping to address the large volume of calls.
  3. Support functions, complex projects, tedious processes, or value-added services are best handled by organizations such as outsourcing firms that specialize in simplifying and optimizing business operations.
    • IT Support Services, Customer Services/Call Centers, Billing, Accounting, Data Entry, Content Writing, Financial Services, Project Management, and Human Resources are just some examples.

A Customer’s Voice

How a customer thinks about a company is so powerful. It’s the first line of contact; establishing robust functions, instituting best practices, and adding automated tools is critical.

  • A consumer can influence other people to buy or to stay far away from a company.

Organizations can easily run into public humiliation due to negative feedback, which is damaging, reprehensible, and harmful to their brand and image.

  • Leaders and the help desk team need to make customer service their number one priority and find new ways to computerize operations.
  • Shorten customer’s wait time, modernize the help desk process, upgrade outdated software, and improve online digital resources.

Employee burnout and exhaustion are common complaints from customer service representatives; reducing stressful situations by adding new technology, service tools, and customer service platforms will automate many steps when interfacing with the consumer.

As the saying goes, it is do-or-die; a company needs to fast and usually win-over customers in the first few seconds; whether on the phone, online or in-person.

  • Customers expect fast, superior, efficient, and friendly service instantly, and every company needs to resolve, track, and report on open orders and challenge the status quo with a personalized approach.
  • Every customer receives exceptional support and delivers better-quality care by addressing ticket requests, troubleshooting, scheduling calls, and finding process improvement.
  • These days, many organizations are tapping into outside resources to become a more robust company by moving services and labor-intensive jobs to third-party providers to manage the influx of work.

Leaders and the help desk team need to make customer service their number one priority.  And find new ways to computerize operations, shorten customer’s wait time, modernize the help desk process, upgrade outdated software, and improve online digital resources.

Employee burnout and exhaustion are common complaints from customer service representatives; reducing stressful situations by adding new technology, service tools, and customer service platforms will automate many steps when interfacing with the consumer.

“Strive for happy, satisfied customers in return they can offer the best source of promotion.”  Lee Wilson

Develop word-of-mouth marketing, raise brand awareness, and customized communication will affect bring customer allegiance to a company.” For any customer service center – high organizational standards are the ultimate goal and crowning achievement for creating customer service excellence.”  Frank Miller

Keep Moving Forward with Aptude

Aptude is your own personal IT professional services firm. We provide our clients with first class resources in a continuous, cost-containment fashion.

Our support services will free up your senior IT staff from the overwhelming burden of day-to-day maintenance issues. Now they’ll have time to launch those new projects and applications you’ve been waiting for. Simply put, we can free up your resources and contain your costs. Let’s have a quick chat to discuss our exclusive services.

CONTACT US TODAY

What Are You Working On?

Looking for intelligent technological solutions? Seeking consultation on your upcoming projects? Need a quote for services? Contact Aptude’s executive team directly. It’s amazing just how much one little email can rapidly accelerate your productivity.

Guy DeRosa

Senior Vice President

EMAIL GUY

p: 630.692.6700  ext. 406

Srinath Parepally

Vice President

EMAIL SRINATH

p: 630.692.6700  ext. 402

Uday Mehta

Vice President of Development

EMAIL UDAY

p: 630.692.6700. ext. 403

Diana Guzman

Communications Administrator

EMAIL DIANA

p: 630.692.6700  ext. 409

Testimonials

Aptude provides onsite and offshore Oracle DBA support, which includes troubleshooting, back-up, recovery, migration, upgrades, and daily maintenance of Oracle database servers. Aptude has been working with our team for the past four years and we continue to use them and are satisfied with their work

Warren E., Schneider National


Aptude provided us with Oracle DBA migration support, including an upgrade from Oracle 11.1 to Oracle 11.2, and the project was completed on time and to specifications. The project manager and project consultants were responsive and proactive, resulting in a successful conclusion to the work. I would definitely contract with them again, and have recommended them to other technical offices at the University of Georgia.

David C., University of Georgia

It’s amazing how one quick email can change your life. Give us a shout! We’ll get back to you right away with the right person for what you’re looking to accomplish.