Philippines Call Center

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CALL CENTER

Call Centers are often thought of as areas where people take calls and even close deals and do hard selling. That is very true but a Call Center can fit into a broad category these days. If you are an eCommerce entrepreneur then you would want to make the most out of your online store and online shopping experiences. 

So it’s sensible then that you would start to find ways to outsource your tasks and make sure that your entire operations is running.

A female customer service agent with a headset

iSuporta Outsourced Remote Staffing

Finding a contact center is a tricky thing and in fact, it might be little in the realm of rocket science if you don’t know what you’re looking for. In that regard, you should also be clear about the way in which you want to direct your operations. 

But as a nice recap, here are the 3 Types of Call Centers

Inbound

This means that the customer service representatives receive calls. These are especially for ecommerce or online shopping or logistics industries or any industry under the sun that is capable of taking calls so that they can answer them and take care of transactions.

A couple of the tasks that can be taken care of by Inbound Call Centers are:

  1. Order Verification and Processing
  2. Customer Complaints
  3. Tech Support

Obviously a number of those tasks can’t be attended to by a busy entrepreneur such as yourself. It’s important then to learn how to outsource these and to find a Call Center that actually has these very capacities. It’s a good idea Not to hire a contact center first until you’ve already established the necessary requirements. Sometimes, your CSR can be a live chat agent on social media ready to take orders using credit cards. 

Outbound

This means the call center agent takes the initiative in calling someone else. Obviously, it’s vital that you hire a trained Telesales agent if you’re in the area of closing cold calls. And you want a person who is well versed in Telesales and Telemarketing. The skills that an outbound call center agent has are fundamental to making sure there is an influx of revenue to your company. 

Though they might be working in an offshore office, they need to be as well trained as your in-house staff. 

A full time employee is what you need but at the same time they need to offer a service that enables you to leverage your operations in a way that it taps into these resources as well. 

All Around Call Center

This kind of contact center can encompass many other kinds of operations. You can hire Virtual Assistants, Real Estate Virtual Assistants, SEO, SEM, Digital Marketing and the whole package.

This can even comprise people working in a Contact Center environment but performing tasks which are not necessarily associated with the usual CSR’s. This does not make them any more or less valuable than a traditional contact center. 

The thing about these contact centers is that they aren’t call centers per se, rather they are Remote Offices. 

They provide the Staff with the Computers and the Headsets and the Equipment but they allow the entrepreneurs, YOU to direct the flow of operations as well. It’s important that you are very well aware of the kinds of things you are seeking when you decide to Outsource. 

The Advantages of Hiring a Remote Staffing Call Center

Being able to sell products online and monitor the sales

If you sell something without seeing how the transactions are made, you minimize the customer experience. If you perform follow ups and attend to regular transactions of product use, then you enhance your reputation as a brand. You don’t have to sell them manually, you can appoint an entire marketing and distribution pipeline through your Remote Team. 

Attending to Customer Complaints

Customers complaining is a sign that they care about your business. This is why they want things fixed and they demand resolutions. A highly astute customer support agent is able to provide the means for your customer to be able to navigate the product and be able to use it properly.

Upselling and Cross Selling

If the customers aren’t looking for a certain product per se, then your Customer Service agent can also effectively recommend them another product. This is a quintessential thing to do because you want to offer as much value as possible. The process of cross selling can occur in both Inbound and Outbound call centers.

What to Look for an an Outsource Call Center

Human Resources and Admin

It’s necessary that you no longer attend to the tedious aspects of the job yourself. You can focus on enhancing your sell online business and focusing more on how you can compete with other online retailers. An outsource firm with an HR is crucial because they are able to provide the compensation and benefits to your workers.

IT, Computers and Tech Support

You should hire an outsourcing company who has the right equipment, including fail safe power and Internet. Your eCommerce store should ideally be functioning 24/7. Therefore, if you can appoint a Customer Service or Digital Marketing team, they need not merely the skills but the equipment to use their skills to help you out. 

Results Coaches 

It’s really necessary that you appoint On Site Supervisors to have a look at your Employees on the ground. This allows you to check their day to day activities and to ensure that your call center agents are doing their jobs. 

Your can succeed in your electronic commerce business through choosing the right people but at the same time securing an outsourcing partner that actually knows about your requirements. 

Saving Time and Labor costs has never been more available in an era where you get to customize your business model using the right Call Center Staff.

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