Companies collect leads from different methods but usually they are not captured in a proper database and such marketing activities are not materialized / monetized up to its full potential.
Contact Center Outsourcing can help your organization acquire the competitive edge by providing exceptional customer services beyond their expectations.
Why Contact Center?
- The Contact Center will increase the monetized results of marketing activities by converting the hot leads into long-term customers
- The addition of contact center will portray the image of your company as more customer friendly brand which will set it apart from competitors.
- The customer database can be created and utilized in meaningful way of persistent communication with the prospects.
- Your company’s advertisements will not only create awareness among prospects but its will also push “Call to Action” i.e. getting their queries answered and placing order via contact center.
- Effectiveness of advertisements will also be measured and monitored with the number of leads generated during the specific time.
- Market research activities via contact center can be performed on demand basis to evaluate and improve brand positioning and image.
- Customers’ feedbacks and complaints can be recorded to monitor the areas of improvements
Why Outsource?
- Reduce overheads, free up resources
- Avoid capital expenditure
- Improve efficiency
- Offload non-core functions
- Get access to specialized skills
- Save on manpower and training costs
- Be reliable and innovative
- Increase customer satisfaction
- Avoid the cost of changing technology
Activities which can be performed in contact center
1. Creation of a segmented database of Customers / Prospects
a. Advantages of customer database
A segmented database of customer can help you identify key trends and important information such as your most and least profitable customers or segments. You can use this database to manage customer relationships in order to increase both sales and customer satisfaction.
b. Database creation strategies
The existing data (If available) can be converted into a segmented database. The database can either be created using specialized data entry operators in a particular timeframe or it can be gradually entered into database utilizing the contact center agents.
2. Order taking (from Consumers)
a. Advantages of Order-taking via Contact center
The order taking service through contact center will ensure that you will never miss a single sale. The customer retention will definitely increase because once a customer has placed an order through contact center and get himself / herself registered with database. You can set up a reminder call or courtesy calls to increase the brand loyalty.
b. Order-taking strategies
The efficiency of order taking services relies on the order-taking CRM and the efficient mechanism of timely delivery. Since we are already providing the similar kind of services for few other customers so you will not have to reinvent the wheel, we will simply replicate the system with some customization to get thing moving very fast.
3. Customer Services / Helpdesk
a. Advantages of Customer Services via Contact center
Contact center plays an important role to convert prospects into customers by answering their basic queries about the product and company. Finding new customers is an expensive business which is why it pays to invest in hanging onto your existing customers. Good contact center service can also give small companies a lead over their bigger rivals.
b. Customer Services / Helpdesk Strategies
We will make the customer call a delightful experience by putting all our expertise and technologies together at work for you. The callers will be greeted with a pleasant recording with light background music which will be entertained by our professionally trained customer service representative. Our quality assurance and training team constantly evaluate and improve the quality of service provided at our contact center.
4. Lead generation / Lead qualification
a. Advantages of Lead generation via contact center
Every single lead can produce a new wave of sales, if it is nurtured till the final stage of being a loyal customer.
b. Lead generation / Lead qualification strategies
After answering the basic queries of the prospect the customer services representative shall generate lead by registering him/her in the customer database.
5. Complaint Handling / Lodging / Forwarding
According to a survey only 1 out of 26 customer complain, rest switch to competitor’s product without complaining.
a. Advantages of Complaint handling via contact center
Customer complaints can provide valuable information about your company’s weaknesses which you can take it as areas of improvement.
b. Complaint Handling / Lodging / Forwarding strategies
With our contact center and complaint management CRM you will be able to track each and every complaint along with its status. This information can help you gain continuous improvement from outside-in perspective.
6. Market Research / Surveys
a. Advantages of Market Research via contact center
Market research through contact center will complement and support the research and analysis from your main sources.
b. Market Research strategies
You can conduct frequent surveys via outbound calling and verify the results that you get from research companies about your product’s positioning, market availability etc.
7. Order taking (from Retailers)
a. Advantages of Order-taking via Contact center
Order taking from retailers will ensure the product’s availability on the shelf which in turn means the minimum possibility of product shortage at a particular area or retailers shop. It will also provide the inside information about distributor’s performance and retailer’s feedback about the product.
b. Order-taking strategies
This will be an ad-on in the existing distribution system which will increase the overall sales of the product. The contact center will perform proactively by giving a reminder call / courtesy call for the order or disseminating the latest promotions to high performing retailers.
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