Schedule a FREE call with our outsourcing expert now and get a precise quotation that meets your requirements. Don't wait - get started today!
Top channel of communication for call center outsourcing
Customers prefer call centers over indirect platforms such as product manuals, brochures, and chatbots.
According to eConsultancy, the following are the customer preferences:
61% – Phone conversation
Directly talking over the phone with an agent is usually a better choice than other communication processes.
Most problems could be resolved within a call. This is a requirement for phone agents; the ability to solve a customer’s problem builds rapport. This helps resolve issues in the company service of a product calmly and collectively. Customers may also talk to team leads with better solutions and information to help them with the service or product.
57% – Live chat
Live chat is similar to phone conversations. The only difference is that you get responses through chat/ text replies.
Sending files such as images also improves the customer experience in live chat. Instead of taking time to explain in a call, sending a visual file solves the issue faster, as the agent can easily point out what to help with. With chats, repetition can also be avoided, as both agent and customer can simply read back.
60% – Emails
Regarding email choices, this usually serves as a better option for agents, especially during peak seasons. Resource planners could schedule agents’ responses in an organized manner.
Emails are usually longer than chats because most customers want a fuller explanation of the issue/ situation raised. This format allows agents to review the inquiry as many times as necessary to compose a fitting solution.
Follow-up questions are easy to see, as customers must reply to the email thread for further problems.
Customer service accounts for 72% of most BPO operations. Even with other omnichannel support systems, most inquiries still come as calls.
Why the Philippines is the top choice for call center outsourcing services
The low operating cost of offshoring to countries does not equal low-quality workers. We always consider the experience of the agent. In line with this, we look into the agreement on the client’s salary budget.
Other Southeast Asian countries offer cost-saving services, but most American companies still prefer the Philippines. This is because of the high mastery of the English language and exposure to Western culture. India also offers cheaper services. However, the downside is that it has heavy accents and idioms that confuse American customers. This is true for both voice and non-voice services.
The Philippines has a skilled workforce and lower call center pricing. That’s the main reason why it would be better to outsource here.
Outsourced contact center services at Magellan Solutions
The country’s BPO industry has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company. Even if the team is under the Philippine BPO company, you are the only one who manages them the way you want. Managers would only serve as mediators.
Here at Magellan Solutions, we help build a team and grow your organization. As a BPO company, we shoulder the responsibility of managing the processes of starting a team.
We also offer a 60-minute free business consultation to help you make the right decision soon. Just fill out the form below now, and we’ll be all set.
