5 Smart Hacks To Improve Customer Satisfaction With Call Center Outsourcing


Call Center Outsourcing

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All the latest software and cutting-edge technology in the world won’t help if your call center doesn’t have the right agents.

When it comes to deciding whether to continue to do business with a firm, recommend them to their peers or leave a scathing review someplace, a customer’s experience with a call center is often a decisive factor. This is why, in order to satisfy your customers’ needs and exceed their expectations, you need to hire quality agents. Which is where call center outsourcing can be so effective. And call center outsourcing from Pearl Lemon Outsourcing even more so.

By outsourcing customer support through call center outsourcing, businesses can spend their time and resources on other aspects of the business, such as product innovation, content generation, and sales.

Rather than adding extra staff to their customer service department, companies can hire an external service to handle a specific company function, such as existing or small business clients, or they can outsource all of their customer support operations. Both of these options are available at Pearl Lemon Outsourcing, as well as bespoke call center packages that fall somewhere in the between.

There are lots of benefits of choosing call center outsourcing, but there are also some possible drawbacks. At Pearl Lemon Outsourcing, we’ve put in place processes and techniques, as well as assembled teams of experts, to maximize the benefits of call center outsourcing while reducing the downsides.

The Benefits of Using Pearl Lemon Outsourcing to Outsource Call Center Operations

You'll Save Money

One of the most important – and sensible – reasons companies contemplate outsourcing some or all of their call center operations is to reduce overall business operating costs. Budgeting is critical because it allows businesses to devote more resources to the areas of their business where they want to concentrate.

On the other hand, a poor customer service experience may quickly lead to lost sales and a tarnished company image, making outsourcing blindly a terrible strategy. When selecting a company to provide outsourced call center services, make sure that the personnel answering the phones on your behalf can maintain the same high standards that you do in-house.

While our services are likely to be less expensive than hiring in-house staff, you can be assured that our call center representatives will never answer a call unless they are completely familiar with who you are, what you do, your brand voice, and the difficulties they are likely to face.

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Call center

Save Yourself From Hiring Hassles

Interviewing, hiring, and training call center employees can take longer than you intended, and be more of a hassle than you ever expected. You must verify that these potential hires can handle interpersonal communication, learn about the firm and products, and resolve client and customer problems effectively, efficiently and according to your business’ brand guidelines.

You’ll also need to deal with payroll concerns and even find a space in your office for these additional employees. They’ll also want vacations, bonuses, and sick days. And coffee breaks. You’ll need to add to your accountant’s workload too.

All of these concerns are alleviated when you outsource your call center operations to Pearl Lemon Outsourcing. We make sure to hire the best customer service representatives and compensate them properly. Our HR department, not yours, deals with tax concerns, salary issues, and scheduling. Working with us takes the hassle out of hiring call center staff because we do it all.

Flexible Staffing

Instead of being full-time workers, staff from an outsourced call center work for your company on an as-needed basis. When a company’s needs change, it can quickly and efficiently hire outsourced call centers to meet those demands, avoiding upcharges and overtime.

Provide the 24/7 Customer Service Clients and Consumers Expect

Customers have grown to expect customer service 24 hours a day, seven days a week. And who does not want to keep their clients and customers happy? On the other hand, paying local workers to work night hours is prohibitively expensive.

With an outsourced call center, you can provide the round-the-clock customer service that customers expect by having outsourced call center staff work in the evenings and overnight. You’ll be able to provide 24/7 coverage without having to assign people to costly extra shifts, and the call-handling crew will be fresh and ready to do their best work, as it’s standard business hours for them.

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Speak Everyone's Language

Multilingual customer service is another feature that certain businesses are gradually providing. It may be incredibly off-putting and unpleasant for both B2C and B2B consumers if no one speaks their language when they are trying to express complex concerns and problems, whether you realize it or not. Customers that call customer service are frequently already frustrated, and this merely adds to their aggravation.

We have access to a huge and diverse talent pool at Pearl Lemon Outsourcing who can provide efficient customer service in a range of languages, and we can create a tailored call center staff to help guarantee that all of your callers are correctly understood when needed.

Extra Help When You Need It

During certain points in the year, such as around the holidays, call volume is higher than usual. But dealing with a sudden rise in customer support calls can be difficult. If you have an outsourced call center whose purpose it is to handle overflow, you can easily transfer calls to it and your customers will be taken care of without missing a beat.

A Call Center Outsourcing Team That Knows When To Ask For Help

While we make every effort to teach our outsourced call center agents to provide the best possible customer service based on your company’s particular offerings and policies, there will be times when even the best among them are stumped by a question. Our highly trained staff knows better than to muddle through and possibly give incorrect information merely to get the caller off the line in these situations.

Instead, they’ll gather all the necessary information and assign the task to an internal employee. In other words, they will not make commitments and promises they cannot keep or make decisions they are not entitled to on the spur of the moment.

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Call centre outsourcing saves your company time and money because you put the responsibilities and costs of managing a call centre onto our shoulders. Pearl Lemon Outsourcing goes through all the work of hiring and training employees, and all the call centre operations occur in a separate location from your company. By outsourcing your call centre operations to a separate company, you can save a lot of time and money by not having to train employees, not paying rent and other expenses to manage a call centre, and not paying overtime to your employees to maintain 24/7 customer service. 

You can outsource several responsibilities to call centres, including the following:

  • Customer support – a complete help desk that manages every one of your customer’s questions and concerns
  • Telemarketing – using cold-calling and inbound telemarketing to generate new leads for your business
  • Employee recruitment and talent acquisition
  • Appointment setting and diary management
  • HR desks and questions

Call centre outsourcing companies typically charge an hourly rate for their basic services. This rate varies from company to company based on how many people they’re employing, their expenses, and (of course) what they believe the quality of their services to be worth. All our outsourced call centres will charge less than it would cost in-house to keep our rates competitive and save our clients money. If you want to get a quote about the rates at Pearl Lemon Outsourcing, you can book a call with our team here.

Not at all! We’ve purchased all the necessary software and equipment that we use for our calls, so you don’t have to worry about purchasing any extra equipment or software for our team. Further, we use the latest and best equipment and software to ensure that our client’s customer service remains as top-notch as the brands they’ve crafted. With Pearl Lemon Outsourcing, you can leave the total call centre management stress to us. 

Absolutely! We provide 24/7 coverage to all our clients at no extra cost to you (since our employees will be working at standard business hours for them). Even better, we’ll provide multilingual services to all our calls so you can provide top-notch customer service to all your partners and customers without having to worry about potential language barriers. 

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Contact us directly to discuss your specific requirements and how we can meet them with call center outsourcing from Pearl Lemon Outsourcing.