The firm Walker Info reported that customer experience will become major brand differentiator by leaving product and price behind by the year 2020. This fact shows how different firms need to focus on customer support to become leader of their respective industry. Outsourcing of customer support has also become necessity as agents in contact centers are capable of handling customers flawlessly through finest communication.
Let’s go through different industries, which are inclined towards outsourcing of customer support due to various benefits linked to it.
Public Sector (Government Organizations)
Several reports from the past have reflected that time taken to reach the human agent was quite high. This led to frustration among citizens. The expectations of citizens from the government continue to grow with expansion of new technology. They also expect much crisp and informative IVR menus that resolve queries instantly. As a result, focus from the government started to shift towards outsourcing of customer support process.
The outsourced call centers can act as an intermediate body to connect citizens with government organizations. These can help the government to create a friendly and supportive image among the citizens. By using contact center services, government can also decrease the workload posed on government officials to a greater extent. The data collected through interaction with citizens can be analyzed to modify several government policies that match the expectations of the citizens.
That’s not all! Just like private sector, even government wants to offer customer support round the clock in which outsourcing service providers have supported them.
This ensures that citizens don’t have to go through cumbersome process for resolving their issues associated with government offices. They can simply receive guidance on phone or related channels, which can add convenience in their lives.
You can’t imagine the retail sector (especially online retail) without a robust customer support process. Retail firms are increasing their focus on brand loyalty as it is deciding factor for their fate in the industry.
Holiday season is particular time during which retail industry becomes highly dependent on call center firms. The number of calls rises in an exponential manner during holidays like Christmas, Black Friday and Cyber Monday etc. For handling the high volumes, companies need to rely on trusted partner like call center outsourcing vendor. Also, in order to stay connected with customers round the clock, retail companies need to outsource their customer support process. First call resolution also plays a key in impressing the retail customers whenever they make a contact the customer support department.
Players from retail sector can also derive the benefits from the upselling and cross selling services offered by call center vendors. This will definitely add significant amount of profit without any heavy investment. Online retail firms are also dependent on live chat to convert website visitors into customers.
Using smartphone for numerous tasks has become part of personality of large chunk of world population. This has resulted in introduction of complex calling and data related tariffs. The users of these telecom services face issues associated with network or tariff on regular basis. In order to handle the customers and keep them satisfied, the telecom service providers need finest form of customer support services. Bill related disputes and non-payment of telecom bills are other facets that require support of customer care representatives. Introduction of lifeline policy has also raised the demand for support that resolves queries of lifeline subscribers.
Outsourcing companies also offer email support, which can be used to provide personalized response to telecom service users.
Telemarketing is a facet of Call Center Industry that helps real estate firms in attracting new leads for a commercial or non-commercial property. The call center agents can also advise the existing customers of a real estate firm on investments that can bring long term benefits.
The real estate firms can also use support services to handle queries of potential buyers associated with new or existing real estate projects. Appointment fixing is an integral process linked to real estate sector is also one of the services offered by outsourcing vendors.
Patients need assistance in various processes linked to healthcare which include:
- Lab test reports
- Appointment scheduling with physicians
- Reorder of medical prescriptions
- Claims and bill-related reviews
Customer support can effectively provide this type of information to patients through phone or related medium in professional and error-free manner.
Interactive voice response (IVR) also plays an integral role in healthcare sector which is usually implemented in integration with live agent support.
Other than these industries, importance of call center is also growing in domains like hospitality, restaurants, cab services and event management firms etc. Substantial increase of startups along with technological innovations will increase the dependency on outsourcing firms for customer support.