How Hiring BPO Services Providers Streamline Your Workflow:

It is the era of virtual support. It can make your business operate smoothly under any condition. Using virtual assistance is becoming a common trend in today’s market. So, what do you understand by virtual support? It is a service or group of services provided by remote assistants or teams from a remote location. Non-core tasks are most commonly outsourced to virtual support and top BPO services providers. From administrative tasks to marketing and customer service, BPO companies carry out various functions for different industries. For example, it could be for Retail and eCommerce, Utility, Healthcare, Automotive, EdTech, Nonprofit, or Travel.

Streamlining different functions:

Sometimes, your in-house staff is not enough to perform tasks in huge volumes and organize your operations. Third-party services or dedicated resources from outsourcing agencies can help achieve your goals. Call Centers in India have virtual agents working from different locations across the globe. They can take away a great deal of daily stress from your internal staff and work towards improving your services.

Here is a list of different functions that a call center can streamline for your business:

Hiring and training

Hiring and training is an ongoing process and involves a lot of time and money. It would help if you had a dedicated HR team to carry out the hiring and training continuously. The HR team needs advanced tools and licensed software for resume profiling, selecting, and finalizing. Or, you can simply outsource this function to an outsourced company. The function can be performed virtually on your behalf. You will receive daily updates or keep track of all the hiring and training processes.

Reception help desk

Another popular virtual function that most organizations outsource is reception or help desk. It includes 24/7 answering support in multiple languages and multiple channels. If your in-house staff could provide support after hours or during a holiday, you should rely on top BPO services providers for the same.

Order management

Order taking and fulfillment is an essential part of the eCommerce business, be it healthcare products or apparel. Although it could get complicated, you have a global customer base, and you provide deliveries across the universe. An expert order management team in a global BPO company is just what you need to survive the daily hassles.

Complaint management

Thanks to digitization because now customers don’t barge onto your offices, throw tantrums, or howl abuse in person. Today, there is a systematic process to register a complaint and resolve it within a given time. Customers follow the process and are happy with the virtual assistance they get for complaint resolution.

Virtual sales assistance

Who thought a time would come when the retailer hired a virtual sales assistant instead of a retail store executive? With the increase in online shopping, the demand for well-trained and product-specialized virtual sales assistance has increased notably. Top BPO services providers have also transformed from traditional support agencies to multi-tasking experts, performing in the modern business market.

Inquiry handling

While this function overlaps with the reception or help desk, it deserves a separate bulleted point because inquiries are confined to customers seeking business-related information. In contrast, reception services could be related to appointment booking, referral services, and answering support. In addition, multichannel and multilingual inquiry handling is a valuable service if your business is going through an expansion.

Marketing and branding

If you are a business headquartered in India and looking to cater to customers in the US, you have to have an insight into customer behavior, culture, trends, and demographic differences. Then, your marketing and branding efforts should circle those insights for actionable outcomes

Ways in which top BPO services provider help customers after the covid-19 era:

The post-COVID-19 business environment has changed a lot from how it used to be before the pandemic. Adapting to the new normal for businesses is equally essential as it is for buyers or customers. Thanks to the increasingly cutthroat digital space, customers have developed from passive receivers to empowered decision-makers. The amount of knowledge and support they require before buying your product or service has increased massively. If you do not have sufficient customer service support, you might consider outsourcing. In the current situation, BPO services providers are leveraged by businesses to deal with challenges and business opportunities that are never experienced before.

Although there may be solid reasons to keep BPO and non-core services in-house, it is sensible to delegate the major tasks to a reputable call center so that internal teams have more time to concentrate on the core companies that have undergone significant change and require additional transformation. Choosing the proper methods and making the correct judgments are crucial for success, especially in light of the ongoing push toward customer-driven marketing and promotions. Outsourcing outbound services can aid in generating high-quality leads, gaining customers, and boosting revenue.

Stepping up for new opportunities with BPO support

It makes perfect sense to explore or hire and manage an internal staff at this stage if you don’t have many resources or experience with outbound services. The quality and diversity of services matter a lot for outbound services; therefore, outsourcing to top BPO service providers can give you extra advantages. In a typical call center, a variety of services are offered under one roof, including appointment setting, telemarketing, collections, lead generation, insurance sales, market research, mystery shopping, email marketing, social media marketing, brand reputation management, and others. Some call centers now offer services like contact tracing, chatbots, and work-from-home options, which are perfect for today’s clients’ expanding business needs.

There are reasons why an outsourced call center can provide these services better than your in-house teams. These are

Agent spontaneity and expert communication

Modern call center representatives unquestionably have several hats to wear at once, among them being persuasive and skilled communicators. Technically speaking, training can be helpful, but the experience is needed to build these skills. In a few months, call center agents to become more experienced and productive since they get to work in teams, set up projects, and carry them out in real-time. They start conversations, take advantage of their natural gift for gab, and employ tailored scripts that are neither very formal nor too informal.

High-quality leads backed by data.

Because companies are finding it difficult to create high-quality leads in a crowded market, BPO service providers are becoming more and more important. Opportunities exist, but because the conditions or needs are so novel, businesses are unsure of how to seize them. Call centers devote potential hours each day to identifying target customers and market demands. They write scripts to persuade clients and point them in the direction of the call to action. Additionally, it is vital for B2B enterprises to contact the right individual. Results will disappoint you if you are pitching the sales manager while selling a technical product. As a result, outsourcing to a call center in India ensures that your company is represented to the right individual in a way that maximizes the possibilities of sales conversion

Many companies are affected by COVID-19 and are coming up with plans to revive the business as the circuit breaker period is hopefully over. To make businesses ready for the new normal and tap into new opportunities, hire top BPO services Providers.

Reduce Attrition and improve retention

While it is a fact that most customers of a particular company will not be active over an infinite time, they will eventually cease their relationship with a business; you can decrease customer attrition rate with the help of BPO service providers.

Below are some of the distinct advantages a company gets by successful customer service outsourcing:

Access to experienced teams

In an inbound contact center, agents are an essential part. When an organization initiates an in-house customer service department, the most significant limitation is the lack of experienced employees. On the other hand, agents working in call centers get a different working setup altogether. They gain experience through real-time conversations with different clients and customers from various domains. In addition, some agents work remotely from different parts of the world, enhancing cultural richness and diversity. These are essential elements for understanding diverse customer needs, leading to the key to customer happiness.

No hassles in managing additional processes

Most companies weaken when it comes to primary business operations because they try to wear too many hats. As they shift their focus from core processes, it naturally results in the depreciation of product or quality. But when you offload BPO services to experienced providers, handling core businesses and meeting targets will be much easier. Meanwhile, the call center will boost customer retention and reduce attrition rates by answering customers, creating engagement, and solving their issues on time.

A call center offers a one-stop solution, whether it is call routing for complex assistance or flexible resources during the peak season. You will also get value multipliers as packaged services. You can outsource processes that manage customer engagement, multilingual support, omnichannel solutions, right shoring and quality assurance, and work-at-home solutions.

Leveraging expensive call center software without investing in them

The use of expensive and advanced software like CRM, IVR, and chatbots is a regular practice adopted by BPO services providers today. However, when a company buys them individually, the initial investments and upkeep costs can cost an arm and a leg. The cost of procuring all these tools and software for non-core operations is just too much for any company to bear. Due to this, most companies without call center partners will remain mediocre because they would not be able to leverage the best tools of the trade.

But when you team up with a reliable call center in India, your customer service department can use best-in-class tools and technology to serve customers better

All the functions that increase your costs but don’t interfere with your core business can be outsourced. Those functions are necessary and can be handled by experts proficiently

Final words

In the COVID situation, the words of James Cash Penney seem more relevant – Growth is not a mere chance. A business can’t just move forward without upping its level of services. To provide a high level of services, and be an industry leader, a company should be capable of expanding its offers and services. The more services a company outsource to top BPO services providers, the better they can focus on core business operations.