![]() ![]() Before we look at which is right for your business, let’s quickly understand the definition of both BPO and KPO call centers.īPO (business process outsourcing) involves outsourcing the functions and/or processes of a call center to a third-party service or provider. We train each of our brand specialists on a specific brand (avoid the confusion of agents working across multiple companies!) and make sure they know and care about your brand almost as much as you do.Īs a result? We make sure to deliver superior customer care, every time.īPO and KPO (knowledge process outsourcing) call centers, while similar, have some major differences.īoth BPO and KPO call centers are types of outsourced call centers, which can free up valuable resources for your internal team and provide necessary support. With Global Response, this is not a problem at all-we don’t like to think of our associates as “call center agents,” but instead as “ brand specialists.” That’s because we train our employees to do more than just deliver an answer to a question over the phone-we’re training them to be specialists on your brand, who can deliver an on-brand experience every time. As a result, many companies fear that there will be confusion across agents who don’t know as much as internal team members, leading to increased handle times, more customer frustration and fewer resolved concerns. Of course, outsourcing a call center means that the customer support agents your customers talk to aren’t actually employees of your company. When a customer calls with a question about a product, a concern, or a complaint about a recent experience, they want to talk to a brand expert-and you want them to talk to someone who cares about your brand as much as they do. As your team grows or changes in response to your business needs and seasonality, you’ll also need to provide office space-or downscale your office space, as the case may be-and a BPO call center seamlessly takes care of this for your business. Outsourcing your call center gives you the flexibility to scale as needed throughout the year, or as your business grows.īPO call centers also offer flexibility and scalability in aspects as basic as office space or technology. A BPO call center can provide multilingual and even multinational agents to provide global and local support, 24/7.Ĭonsumer products or retail brands may need to scale up or down customer support throughout the year, based on seasonality, new product launches, or other considerations. Global corporations want the ability to connect with customers across time zones, languages, and at scale, while still keeping costs down. Outsourcing an omnichannel contact center will help you reach your customers, wherever they are. With so much changing across the customer journey today, flexibility is more important than ever.Ĭustomers want to be able to contact your company across a variety of channels. With a BPO call center, you can ensure superior customer service every time, without sacrificing time and resources on other important business objectives. The most effective way to deliver a consistent customer experience? Outsource your call center to customer support experts. ![]() Remember that delivering an excellent customer service experience not only helps create loyal, repeat customers but also gives you a competitive advantage over others in the market who are not providing this kind of experience. If you need support with outbound calls and marketing-such as telemarketing, sales calls, market research, or lead generation-a BPO outbound call center can provide you the support you need. A BPO call center also frees up internal teams to work on bigger business projects. Providing quick and effective technical support that meets customer expectationsĪ BPO call center can provide superior customer support through flexible and scalable teams, efficient processes, access to top-of-the-line technology and omnichannel customer support.Accessing top-of-the-line technology for CRM and customer support.Wanting to free up internal resources to focus on big-picture projects.Lack of internal resources to follow up on the amount of leads generated.Needing to scale your team up or down based on seasonality.Struggling to keep up with the demand of customer service inquiries or complaints.Here are just a few of the pain points BPO call centers can help solve: How could one solution work for so many different companies?Įasy: it’s because BPO call centers provide a variety of services and solutions. ![]() Many companies, from massive global corporations to small startups, could benefit from a BPO call center. ![]()
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