Five Customer Retention Method By Best BPO Voice Process Service Provider

Customer Support Outsourcing



What is better, faster and easier than acquiring a new customer? This is not a trick question, so the answer is not – acquiring two new customers. It is retaining an existing customer. While businesses can’t solely rely on customer retention and new customer acquisition is an exciting part of BPO voice process telemarketing and sales. But it can’t be denied that retaining old customers and asking customers to keep coming back via B2C or B2B customer support services is way easier and costs-effective than capturing new leads and converting them.

Customers have tight timelines and they don’t want to spend time learning about your product and its usage.  An inbound call center process provider can conduct onboarding programs via video calls and resolve customer issues concerning the usage.      

But how call centers create a customer retention strategy that works and engages your existing customers? In this post, we are going to discuss the same.

1.      Product or service demo by the company

Product or service demo, also known as onboarding teaches and trains new customers how to use your service or product. Rather by self-learning manuals, customers will be taught by live demo agents, virtually. This opens ways for personalized training sessions as per the requirements of the customers. This way, customers feel more valued, understands the usability or the product or services and they buy again.   

2.      Easy-to-track information at multiple touchpoints

The significance of providing contextualized engagement to users across multiple touchpoints has been highlighted by call center experts time and again. Majority of B2B and B2C customers today, expect companies to leverage new technologies and communication channels so that they can receive better experience and convenience. Superior customer support services gives better customer experience and goes beyond a website. Multichannel support is provided over email, web chat, messenger, social media and phone primarily.   

3.       Communication calendar

Proactive communication in seeking for feedback even when customers show least interest is an essential tool for customer retention. However, make sure your communication attempt doesn’t annoy customers. BPO voice process team reach out to customers who haven’t communicated with your brand for a while and try to re-establish the relationship. They promote loyalty programs, reward points and special schemes on your behalf from time to time so that constant engagement is created.  

 A communication calendar can help manage customer engagements and establish opportunities to upsell and cross-sell by an inbound call center process provider.

4.      Newsletter marketing

Many BPO voice process providers don’t just restrict themselves to call answering and telemarketing. They also offer email and newsletter marketing services. Company newsletter campaign is a cost-effective and easy way of retaining customers. There are email automation tools that call centers use and they have a creative team to create the content that attracts customers and boosts efforts made around customer support services. Using tools makes it easy to send emails at a designated frequency, without having to manually update or send. Newsletters remind customers of your brand each time they open their inbox. Such non voice or back office support services do not directly impact sales or marketing, but play a big role in brain hammering when a customer is not active.    

5.      Trust Factor

Customers are hyper-vigilant about trust when they deal with businesses. BPO company can help you earn trust with clear communication. Communicating multiple trust associated factors in each aspect of handling customers including integrity, security and privacy.

If you are struggling to acquire new customers and retain the existing ones, outsource to a call center today! 

Location: 405 E 12450 S Suite M, Draper, UT 84020, USA

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