Changing Demand for Outsourcing Services During Pandemic-led Holidays

Customer Support Services

This holiday season is going to be a lot different than the years we have passed. This year, we will get to see an increasing demand for cart sanitizers, holiday themed masks, curbside delivery teams and BPO voice process services outsourcing for the seasonal rush. Alongside the increase in customer orders and enquiries, the push to hire contractual workers and outsourcing voice and non voice BPO services in Jamaica and more such in-demand offshore locations like El Salvador has started earnestly this holiday season – in some instances, months earlier than the previous year. But the COVID-19 pandemic has certainly reshaped the types of services retailers and ecommerce vendors are looking to outsource.   

As more shoppers shy away from brick and mortar stores, retailers also have to shift their businesses online. Instead of direct communication and face to face conversations, now, they have to be prepared for phone and chat conversations. Not just ecommerce sectors, the increasing online financial transaction for holiday shopping has also led BFSI sector to take measures so that they can reduce customer attrition rate. One way to go about it is financial services outsourcing. Many telecommunication call centers have experienced in serving financial services companies who can help them establish credibility around the holidays.  

Now, coming to ecommerce vendors, instead of hiring in-store sales agents, they have to focus more towards warehouse and inventory management, order processing and after-sales support. At the same time, they are also looking for new services like call center services, safety and sanitation team and scheduling appointments for in-store visitors. All these, while ensuring least exposure to coronavirus seems like an additional burden for businesses this festive season, However, with the help of outsourcing service providers who not only offer BPO voice process services, but also new-age services as per demand, much of these objectives can be achieved.

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Customer Care Services Provider

Implementing workforce optimization

Implementing a workforce optimization program that includes unending quality management can be an influential tool. Quality management and technology expertise are two key factors in boosting the customer experience since it identifies where your team is performing better in delivering exceptional service while unearthing chances for extra training and coaching. Tech support process outsourcing is considered by many companies who want to show their tech-savvy side to customers.    

Integrated customer care services

Shouldn’t customer support be even more important after the pandemic? We have seen how some companies have focused more on prompt
customer care and survived the saturated market situation. There are many businesses that didn’t give efforts towards customer service and expected their existing employees to solve customer enquiries that have never been encountered before. As a result, the business deviates from core objectives or the operations become slow..

Today, in order for a telecommunication call center to deliver results as expected, third party customer care team needs to be an integral part of the client company. Agents or the team that handles BPO voice process services are the frontline communicator and face of the client when customers contact the business. Hence, it is essential that the outsourcing service provider is well acquainted with the nitty-gritty of the business. The information that channelizes through customer engagements gives businesses insight into performance. Recurring problems indicate changes in processes that need to be made and constant praise or out passing expectations ensures sales tactics or product lines and customer service management is successful.

By integrated customer care service we imply:

  •  Inventory visibility to customer service providers so that they can answer customers’ queries more promptly and accurately
  • Multi-channel order support with very specific details and central database to get quick insight into customers’ needs
  • In-depth knowhow of inventory status for coordination between supplier, logistics and customers   

Spreading holiday spirit with customization

Whether you are up for financial services outsourcing or tech support process outsourcing; whether you need expert hands to look after your back office or just telecommunication answering service, creating contents around holiday cheer is important because it puts customers into the festive bandwagon. Treating holiday customers to seasonally relevant greetings, offers and voicemails can do wonders. This year, adding a safety note with holiday greetings can put a smile on customers’ faces.   

Helping customers beat the rush

Customers should not be made to wait for long during the holidays because time is precious. Leveraging call center software saves time in customer service and also gives callback option to customers who might like to call back rather than waiting on hold. Transferring their enquiries straight to voicemail is also useful in having a positive impact on customer satisfaction during pandemic-led holidays.

 

 

 

  



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