Customer service is one of the most important aspects of a business seeking growth and success. Companies strive to differentiate themselves from their competition, and providing comprehensive care to their customers keeps them top of mind.
Brands need to keep up with customers’ expectations and demands in today’s hyper-competitive environment. Engaging an outsourced ecommerce customer service partner will provide a customer experience led by professionals that are prepared to flex for seasonal spikes, staff for extended hours, offer multiple languages, and deliver great quality interactions. In addition, Business Process Outsourcers (BPOs) are able collect and leverage data to generate actionable insights to enhance the process.
Below are the top 5 benefits of call center outsourcing for ecommerce companies.
1. Be strategic, not tactical:
In an interview with INC.com, organizational theorist and author Geoffrey Moore states that “Core is what allows a business to make more money and/or more margin, and make people more attracted to a business than to its competitors.” Ecommerce outsourcing partners such as Global Response allow you to dedicate resources to focus on core competencies, unique aspects of your business, and handle narrower ranges of inquires in-house.
Ecommerce customer service is Global Response’s core competency. Over 45 years of experience providing first-class customer service interactions is applied to everything Global Response does for its clients, allowing them to focus on their business and growth strategies to stay ahead of the competition.
2. Maximize your resources:
With growth comes the need for expansion, which brings more growth in return. Whether an organization is considering opening a new channel to communicate with customers – such as chat, SMS or social media – increasing the hours of operation or adding language options, outsourcing your customer service to an experienced, multilingual call center allows you to rapidly absorb the increased demand for support. BPO’s are capable of responding to variance in staff based on clients’ needs.
3. Leverage experience:
Ecommerce outsourcing companies prioritize specific metrics such as Average Handle Time, Abandon Rate and First Call Resolution when handling its clients’ contacts. These metrics contribute to the overall customer experience being provided. The best outsourcing partners will go beyond standard reports. Clients benefit from experienced IT and workforce management teams that build customized reporting, leverage data and provide even greater insight into contact patterns and customer behavior. A specialized leadership team will manage staffing, quality assurance, technology and training, in order to improve KPIs all around. With the right ecommerce call center outsourcing partner, organizations get higher revenue by tracking and improving metrics.
4. Access the latest technology:
According to The Deloitte Global Outsourcing Survey 2018, “Yesterday, outsourcing was about cutting costs and improving service in the back office. Today, disruptive outsourcing is about collaborating with partners in the marketplace to integrate services an organization cannot quickly build on its own to innovate, transform, propel its growth, and unnerve its competitors.” Organizations are looking to become more agile and enhance customer experience to remain relevant. The right outsourcing partner will act as the ideal advisor and facilitator when it comes to implementing new technologies.
5. Create redundancy:
If you can be in two (or more) places at the same time, why not? One of the benefits of call center and business process outsourcing is that you will always have a backup team, readily available and fully trained to take over during holidays, outages or through force majeure events. An outsourced partner will be focused on the processes of disaster recovery, system compliance, and up-time necessary to service your business.
About Global Response:
For over 45 years, Global Response has grown to become one of the world’s leading outsourced ecommerce customer service call centers, serving some of the world’s most prestigious brands. They know how to flex and scale quickly, as 75% of Global Response’s partners increase staff during the year. Global Response hires over 1,000 Brand Specialists are hired between November and January each year to support the fourth quarter ramp up.
Global Response leverages their experience and expertise in the industry to benefit their clients. As a buyer/integrator of technology, Global Response is constantly staying ahead of trends, including building relationships with over 100 technology partners to manage countless technology configurations customized to each client’s needs. Global Response is The Brand Contact Center. Your brand, our passion.