Outsourcing Customer Support Services to O2I

Outsourcing Good Customer Support Service to O2I

The Importance of Good Customer Support Services

The key to customer retention is good customer service. Regardless of whichever industry one is a part of, customer care is of utmost importance. An increasing number of organizations are realizing that with growing competition, new technological innovations and constantly improving services and products, consumers are being pulled in different directions. It is vital to ensure that customer loyalty programs are an integral part of an organization. Acquiring new customers is important, but holding on to existing customers is crucial. After all if existing customers are satisfied they will help in acquiring new ones by spreading the news of your outstanding customer services. Take a look at these statistics:

Repeat customers spend 33% more than new customers
Referrals among repeat customers are 107% greater than new customers
It costs 6% more to sell something to a prospect than to sell that same thing to a customer

So you can see the need for a consistent and committed customer support services that will nurture and strengthen this bond. Some of the main problems customers have are of unresolved complaints, pricing issues, competitors having better offers, or they just feel you do not care enough. One has to be constantly tuned in to a customer's needs. Determining what they want is an important factor in organizational success. Since the market is in constant flux, one needs a consistent and committed approach in order to gauge and be in touch with the changing whims of a consumer.

But what if customer care is not one of your core activities? You may lack the expertise, resources, and finances to ensure good customer services. Outsourcing to competent and dedicated customer care professionals is a great option and the path that many global companies are taking.

The need to outsource customer support services to O2I

The fact that there needs to be an intense focus on customer care is indisputable. Acquiring new customers as well as keeping existing customers satisfied by anticipating their needs can only be done through good customer support.

Outsourcing to O2I offers a convincing case for ROI (return on investment), minus a lot of the risk inherent in setting up a complex operation that is not a core competency. Outsource your customer support to us and be assured that there will be professional and highly-qualified people handling your customers and providing good customer care service.

How poor customer support can affect your business

Your customer feels ignored when their complaints go unresolved
Your customer loses trust in your company when you don't answer them
Dissatisfied customers share complaints with other potential customers
You lose both existing and prospective customers

Reservations in outsourcing customer services

Outsourcing can invoke some reservations or anxieties pertaining to transitioning from an internal system to a remote one. Some of common causes of concern are:

Culture, Skills, Competency
Working with people from a different country who are not familiar with the particulars of your culture can seem to be a problem. India leverages its large pool of manpower, fluent in English and intensively trained in accent and culture-sensitization before becoming functional as full-fledged customer service agents. Customer service associates or agents employed in India contact centers are well educated, a minimal educational qualification being a college graduation. India has state-of-the-art contact centers, high availability of infrastructure resources, and liberal government policies on call centers.
Cost-effectiveness of outsourcing customer support
YES! Outsourcing your customer service needs to India will not only ensure you of quality customer care but also your cost savings could be as high as fifty percent.

Outsourcing creates a layer between company and customer

Conventional wisdom has held that any activity important enough to have an impact on productivity -- be it customer care, distribution, transportation, or manufacturing and assembly -- is best performed, or at least managed, in-house. But in the last 17 years, this belief has proved to be incorrect. Most companies now outsource their logistics, distribution and transportation operations. And, increasingly, many companies have chosen to outsource their manufacturing operations, especially if they do business on a global scale. Now, the same phenomenon is catching on in the customer care industry.

Technology has become so advanced today that one does not have to be physically close to actually have direct access to data or build personal relations with one's customers as long as customer needs are being met. The customer service information database compiled by your offshoring partner is immediately accessible to you. Besides if one does not have the resources or finances to undertake customer care at one's own company it is a wiser option to outsource to a company that can completely focus on just this aspect of your business. This focus will make sure that the quality of your customer services improves.

At Outsource2india, our approach to business ensures that this layer is not created. We do not simply act in the capacity of a facilitator or manager, but will be a part of your team, always staying in the process and this interaction makes sure that there is a seamless relationship between you, your vendor, and your customers.

Customer Care Services

There are various ways of improving your relationship with customers and they can all be successfully outsourced. The array of customer care services offered includes: