For decades, businesses of all shapes and sizes are striving to decode customer behaviour to drive their sales and revenue. They have been looking for ways to bring transition to their existing processes in order to effectively serve their esteemed customers without compromising on capital outlays.
To effectively deal with this scenario, most of the enterprises have strategically partnered with call centers providing inbound and outbound services to efficiently serve their end-users.
Let’s take a quick glance at some of the important factors that have strengthened the positioning of BPO units across the globe:
With the rapid advancements in the information technology, companies worldwide are connected with the users (both targeted and current) of their offerings. In such a scenario, it becomes imperative to businesses to regularly facilitate communication with their clients.
In this context, they are tapping on the potential of third party service providers having trained representatives to channelize this communication in a professional way. According to a recent survey conducted by one of the world’s leading market research firm, Harris Interactive, nearly 49% of the customers’ hang-up calls due to a pause or delay in communication. The percentage adds-up if the call is from an unrecognized number. This implies that businesses leveraging services from a reliable vendor with expert manpower and using cutting-edge technology (like toll free numbers) have more chances of connecting with their customers in a better way.
Moreover, the service providers uses manifold communication mediums, including video chats, voice calls, emails, social media platforms, etc. to name a few to interact with consumers and exchanging messages.
This acts as a catalyst in bridging the widening communication gap between an organization and its users. It further provides a competitive edge to a company over its counterparts as a satisfied customer not only becomes a regular user but also a brand ambassador by spreading positive messages about the company’s products and services to its peers.
In a nutshell, hundreds and thousands of companies today are striving to capitalize on the rising popularity of outsourcing call center services, not only to streamline their back office functions and trimming down their overhead expenditures but also to appropriately respond to their customers.