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Telesales and Customer Service Outsourcing Trends in 2015

Author: Gretel Digo

Posted: January 27, 2015

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The beginning of the year is a great time to tune in to trends and understand where customer service and telesales are headed.  What should your company focus on to make the customer experience even better? Whether you run a startup or a corporation, here are some telesales, customer service and outsourcing trends to watch:

Customer Service, Telesales Outsourcing and the Mobile Consumer

2014 already saw consumers flocking to mobile phones and tablets to interact with stores and companies.  Insiders expect this trend to continue to 2015 and beyond.  As mobile devices increasingly simulate the power of desktop computing, consumers are using applications for richer and more seamless experiences.  The retail industry stands to gain the most as mobile payment options and mobile e-commerce apps and websites proliferate.

In 2014, the number of people who visited websites from mobile devices exceeded those who visited from desktops.  For business owners, this means providing a satisfying digital experience for clients is of top importance.  While customers will continue to use traditional lines of contact like phone and email, managers should build a stellar service delivery model focusing on mobile customers.  The best setup is not merely an add-on to your existing website or a mobile-optimized interface; mobile software is geared to become a brand on its own and a standalone product.

How do you make mobile consumers happy? The same principles of great customer service apply: quick solutions and the right answers to their questions.  The right software should let your customers find what they are looking for easily and quickly; otherwise, they will look for more readily accessible alternatives.  Besides mobile assistance, make sure your customers can also reach you through live chat, phone, social media, e-mail and SMS.  As you interact with customers across multiple channels, let your customer service team use the same knowledge base for consistency.

Other customer service trends for 2015:

  1. 24/7 Help
  2. 24/7 assistance is not exactly new, and customers will continue to demand round the clock service in 2015.  Whether you run a small business or an international conglomerate, you should aim to be there for your clients during after-hours.

  3. Merging of e-commerce and traditional retail.
  4. A growing number of customers are shopping online, and businesses must ensure a seamless, integrated experience whatever the channel of interaction.  Your customers should be able to find and buy what they need easily and quickly.

  5. Changing customer loyalty.
  6. It's easier than ever before for customers to pick and choose among the multitude of shops available.  If they can't find what they want quickly or if they feel that you don't listen or treat them with respect, they will gladly look for another company that makes them feel appreciated.

  7. Customers value quick response time.
  8. The longer it takes for a company to respond to a customer's question, the greater the feeling of overall dissatisfaction.  To retain loyal customers, it is crucial for customer service agents to respond in a timely manner.

  9. Flexible guidelines are better.
  10. Rules that are set in stone tend to leave customers dissatisfied.  Instead, design guidelines that adapt to changing customer needs and train your employees to make decisions based within those guidelines.

  11. Live Chat and Text Messaging are here to stay.
  12. More businesses will use Live Chat and Text Messaging to interact proactively with their customers in 2015.  The key is a thoughtful campaign that will make your customers feel valued without putting them off with a barrage of meaningless text.  Make it as easy to opt out as it is to sign up for e-mail, text, SMS, and other communication channels.

  13. Customers rely on great reviews.
  14. Many customers look at review sites like Trip Advisor and Google ratings before choosing a product, restaurant, dentist, etc.  Focus on increasing five star reviews of your company in these sites by providing a great product and excellent customer service.

Telesales Strategy for Profitability in 2015

Your company can significantly increase the bottom line by making small adjustments to each part of the business process.  It begins with lead generation from three customer categories: new, current, and past customers.  Don't focus too much on attracting new customers that you forget your existing customers.

With a solid marketing plan, a potential customer will initiate contact with your company.  The job of your telesales team is to convert these leads into buyers.  At the very least, you should have a script that allows your team to deal with customer questions in a way that is consistent with your brand and values. 

Monitor the average number of sales (total sales/total transactions) and figure out a system to increase this number.  It can be in the form of discounts, packaging redesign, a new product mix, upselling a complementary product or a combination of these tactics.

Outsourcing Customer Service and Telesales to the Philippines

One of the best ways to improve productivity, reduce risk, and increase profits is outsourcing some of your non-core activities.  It can be difficult to build, oversee, and monitor a dedicated customer service and telesales team in-house, particularly if you run a startup or small business.  Even if you own a large company, establishing a separate customer service hub overseas can greatly streamline your processes and cut costs.

The Philippines is one of the world's top telesales and customer service provider.  Small businesses and large corporations alike have long established operations in the country due to its growing talent pool that is college-educated and highly proficient in English.  Best of all you can find a BPO provider in the Philippines such as Sourcefit which offers custom solutions that any type of business can leverage. 

The flexible service delivery models can be tailored for small, medium-sized, and large businesses.  The ultimate advantage is gaining access to top quality sales and customer support services at the lowest prices in the industry. 


IS OUTSOURCING RIGHT FOR YOUR BUSINESS?

Click on this case study for a great resource on customer support and telesales outsourcing in the Philippines.  Or contact Sourcefit.  We'll help you build your own team of experienced professionals in the Philippines.

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