Ultimate Guide to Outsourcing Your Customer Support Teams
Having the right partner for the labor-intensive customer service businesses is critical to ensure long-term growth and success. A team of customer support representatives address pain points such as surge in inquiries in different platforms (e.g. calls, chat, emails, social media), data security, operational strategies and customer satisfaction. Hence, partnering with the right outsourcing support will be a big part of your business, and this means looking for a BPO partner must be carefully undertaken as if your long-term future success hinges on it.
As a business owner, you know that building trust and support among your customers is important in making your business thrive, even amid business adversities and crises. But business operations can sometimes make it difficult to focus on enhancing your customer service mechanisms, processes, and tools. It is crucial to maintain satisfied and happy customers because it reflects continuity and sustainability. Building great, high-performing CX support teams is one way to ensure this.
Industry News and Trends
Knowing the latest information about the customer service industry and its trends will give you leverage on how to effectively scale your CX support team, manage your company and ensure a good customer satisfaction rating. Below is the latest news in customer care support that pushes you to be one step ahead in your business.
News Roundup
Common Pain Points in Customer Experience
The limitations of physical contact due to the COVID-19 outbreak imposed a new normal for businesses. A shift in the customer’s buying habits means less people are shopping in stores, making the demand on customer service more relevant. With this, certain challenges should be addressed to ensure optimal customer satisfaction.
With most services turning digital, businesses are now able to reach more customers around the globe. But it can also be overwhelming to maintain business operations while attending to a rapidly increasing number of customers, product or service inquiries, that comes with an increased demand. If left unaddressed, customer satisfaction will dip down, resulting in negative reviews and bad customer experience. In effect, this will have a negative impact on your brand reputation and eventually to your business operations as a whole.
Success Guideline
The right outsourcing partner can help you build a team of omnichannel customer support who can assist and help you in achieving optimal customer satisfaction. We listed 5 benefits of outsourcing.
Benefits of Outsourcing Overview
It’s important for BPO partners to have the agility to adapt to your company’s evolving needs, and this involves constantly strategizing and scaling their services and end-to-end solutions. This helps you elevate customer experience by focusing on service excellence, smart processes, and a fresh perspective. A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services.
There are a lot of BPO companies offering customer service, but the right partner must have access to world-class talent and ensure that they build a great team of customer service and tech support experts that have excellent communication skills and are trained according to the special needs of the client. This means that the BPO prioritizes the synergy of people and skill sets, which lead to efficient processes and topnotch service. Also, the right partner not only has access to a world-class talent pool but they also ensure they can build a great customer service team for your company in just 30-45 days alongside training your team with customer service platform proficiencies like Zendesk, Freshdesk, Medallia among others.
In the digital age, information is power. This also applies to finding a great customer service BPO partner. A great customer service BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant.
Future-thinking in providing end-to-end solutions
It’s important for BPO partners to have the agility to adapt to your company’s evolving needs, and this involves constantly strategizing and scaling their services and end-to-end solutions. This helps you elevate customer experience by focusing on service excellence, smart processes, and a fresh perspective. A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services.
Established strategic analysis
Finally, a good CX BPO partner is adept at analyzing your company’s strengths and weaknesses, your loopholes and areas for improvement. This is because it’s the BPO partner’s job to be experienced with the advanced automating tools and the techniques of strategic analysis and help your company reach greater heights. Knowing the gaps in your services and products lets you gain a more accurate perspective on how you can further fortify your business and support your customers.
Great Partner, Great Team
Having a competent and skilled team of CX support professionals is key to quality customer care and can guarantee business’s success.
But how do you build a great team?
Find a trusted CX outsourcing partner.
The right partner can help you build a great and dedicated customer support team composed of but not limited to:
Social Media Support
A January 2020 report from We Are Social states that more than 4.5 billion people now use the internet, while social media users have passed the 3.8 billion mark. This is equivalent to 60% of the world’s population, and it is worth noting that 73 million of that 3.8 billion are located in the Philippines. In short, you would be missing out on a lot of opportunities for growth if you don’t take advantage of social media.
One of the biggest advantages of outsourcing social media support is that you won’t have to worry about providing round the clock customer support services. More importantly, your BPO partner will help you strategize and manage social media content creation while helping you avoid the common mistakes when it comes to advertising and interacting with customers on social media. It also helps in sentiment analysis wherein data analysts within for businesses can gauge public opinion, monitor brand and product reputation, and understand customer experiences through social media platforms.
Technical Support
Tech or IT support can be tricky, especially since it requires constantly keeping up with IT trends and advancements. This is where outsourcing comes in: the right BPO partner would help you build teams that are already experts in IT while helping you save money, not just in investing in manpower, but also in taking care of technical infrastructure and training. Similar to social media support, tech support BPOs also allow your company to have 24/7 tech support operations, and help you manage IT-related risks.
The right outsourcing partner also has internal Information Security in place and make sure they are:
- ISO 27001:2013 and ISO 9001:2015 certified
- General Data Protection Regulation (GDPR) compliant
- Health Insurance Portability and Accountability Act (HIPAA) compliant
Customer Care Support
There are plenty of other ways that customers in the digital world prefer to connect with your company, and the most prevalent–aside from social media–are email, chat, and call. Customer care support beyond social media shows that you’re serious about building personal connections with customers and that transactions go beyond just marketing products and services. Aside from enabling you to quickly attend to the queries and needs of your customers by providing round-the-clock support, the right BPO partner knows how to handle the reputational risks that come with dealing with all kinds of customers and is hence an effective protector of your brand image.
Omnichannel Customer Representatives
Tech or IT support can be tricky, especially since it requires constantly keeping up with IT trends and advancements. This is where outsourcing comes in: the right BPO partner would help you build teams that are already experts in IT while helping you save money, not just in investing in manpower, but also in taking care of technical infrastructure and training. Similar to social media support, tech support BPOs also allow your company to have 24/7 tech support operations, and help you manage IT-related risks.
The right outsourcing partner also has internal Information Security in place and make sure they are:
- ISO 27001:2013 and ISO 9001:2015 certified
- General Data Protection Regulation (GDPR) compliant
- Health Insurance Portability and Accountability Act (HIPAA) compliant
Sample Cost-Savings Chart
To fully appreciate the potential operational cost savings, below is a sample cost comparison:
Cost Comparison per Month:
In-house FTE (full time employee) vs. Infinit-O FTE
*All costs are based on estimated rates and typical fully burdened costs.
Cost Comparison per Year:
In-house FTE (full time employee) vs. Infinit-O FTE
*All costs are based on estimated rates and typical fully burdened costs.
For other roles that you wish to add, our Cost Savings Calculator can help you in projecting potential operational cost reductions.
NOTES:
- Cost per full-time employees at Infinit-O dedicated to your company. Estimated total cost (fully-burdened) including total personnel costs, all overheads including workstation, software, and rentals. These are all-in costs, there are no hidden fees and we do not charge separate set-up fees.
- After further identifying your business requirements we can adjust the plans, match you to the right talent, and build you a great team that fits according to your evolving business needs and goals.
Cost Savings Calculator
We understand your needs and want to help you actualize your potential by providing ease of access to talent and building you a great team based on your business requirements.
4 Pillars of Success: People, Process, Technology and Security
A well-established People, Process, Technology, Security (PPTS) Pillars is one sure way to overcome the limited supply of workforce, improve the customer care support system, and to innovate CX technologies to ease manual labor and fortify any CX-related data security in agreement with client-patient confidentiality.
Know more about Infinit-O’s 4 pillars of success and our secret in building a great, high-performing CX team.
Success Stories
To successfully grow your business and achieve your goals, it starts with proper planning and investing in the right resources. The following companies in the CX industry were able to identify their unique needs and sought help with the right partner who exactly knows how to address their demands.
We’re sharing this success story of an EdTech company who found value in outsourcing CX support. Learn more about their journey and how they were able to achieve their business objectives with the help of the right partner
Case Study:
Case Study: The Value of Customer Service in EdTech
Who We Are
Infinit-O has been in the outsourcing industry for 15 years, creating long lasting partnerships and endless opportunities to small and medium businesses across the Healthcare, Finance and Accounting, Research and Development, and Customer Service industries.
Our vision is to help small and medium sized companies to grow and prosper by enabling them to experience the full benefits of partnering with an outsourcing company.
What We Do
We build great teams for our partners through understanding their unique needs in order to help them achieve their business goals and the vision they have for their company. We have rendered a strong combination of business consultancy, process optimization, and outsourced services; all utilizing the latest technology to provide excellent value for our clients.
Get to know us more through these channels:
Company Profile
Corporate Video
Infinit-O Information Security
We share 15 years of experience in navigating data privacy laws and regulations. We guarantee strict compliance from the best information security practices with up to date cybersecurity certifications because your data is in our care.
At Infinit-O, we not only value your business but acknowledge the importance of information security especially in this digital age. To overcome customary challenges and build a better cybersecurity system that ultimately protects and secures data, we are certified and compliant with:
Learn more about the full list of our Information Security bundle in this Whitepaper.
Infinit-O Information Security Compliance
Cost Reduction
Expect high quality & productivity with a 70% saving on operational costs.
Scalability
As your business demands shift, so can your Infinit-O team.
Access to Excellent Talent
Our world-class “A+ Recruiting” process attracts world class talent, with and industry leading retention rate.
Operational Excellence
Collaborative Service Level Agreement metrics-intensive performance, and open communication.
Trusted Partnership
Have confidence on our >97% client retention rate and 67+ NPS Score. ISO 27001 and 9001 certified, GDPR, HIPAA and DPA 2012-compliant.
Infinit-O Key Benefits
Having an extensive and profound expertise in the finance and accounting industry, we’re here to help you build a great Customer Service team for your unique needs and promise the following key benefits:
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