Customer Retention And Call Center Outsourcing
Well what does customer retention have to do with call center outsourcing? Lots! Customer retention happens with good customer relations and great customer relations happen when the quality of your customer service improves.
So in short, good customer relations mean customer retention which means great business. Remember retaining an old customer is almost 8 times cheaper than getting a new customer , so it makes financial sense to retain the old customers as not only do they add to the profits through direct purchase, they also get in new customers through word-of-mouth publicity.
An increasing number of companies are realizing that in today’s recessionary times customer loyalty programs and customer retention strategies are an integral part of the business plan and it is best to let outsourcing experts handle customer relations and let in-house employees work on their core competencies.
This is how customer retention strategies come into call center outsourcing.
How outsourcing helps?
Conventional business sense says that important activities that affect productivity like logistics and distribution, manufacturing, assembling and customer care should be performed in-house. But in the recent years, this myth has been busted with so many organizations outsourcing Logistics and distribution, transportation and customer care operations to companies having expertise in them and focusing their energies on their USP instead. This allows the outsourcers to think freely and innovatively about growth and new product development instead of wasting time and energy on these sub functions.
The 3 main reasons for losing current customers are:
- Unresolved complaints
- Competitive pricing
- Better offers from competitors
- Lack of customer care
Any organization wanting to maintain excellent customer relations must always be tuned in to customer’s needs. As the markets are in a state of flux, one needs to have a consistent and committed approach to consumer care.
Outsourcing customer care to an expertly competent and dedicated call center in India is a great option and that is the path that many global companies are taking.
Saving of resources
Customer support can be a tiring, exhausting and resource guzzling job, if your employees are not efficiently trained for it. Outsourcing customer support ensures that highly qualified professionals and skilled customer care executives will look after this important function of the organization that has a direct bearing on your balance sheets and save costs as well.
Call center employees in India are culturally sensitized to the minutest details of the American culture and having lived in a diverse cultural community, Indians are best suited to handle the different kinds of customers. India’s large pool of talented young people who are fluent in English and trained in accent and culture are the best bet for this job. Today’s customer care call centers are state-of-the-art in their design and infrastructure and provide a host of services like:
- Customer support
- Order taking and refunds
- Product support
- Payments and receipts
- Market research about consumer behavior and
- Technical product support
All these functions when outsourced to Indian call centers begin to thrive and get the importance they deserve, which a large organization cannot exclusively give each and every customer.