India has, for close to two decades, been the top destination for call center outsourcing for businesses in the US. The economic conditions in the country, the availability of cheap labor, and a massive talent pool have created the ideal conditions for businesses to indulge in call center outsourcing to India. As a result, small, medium, and large companies in the United States have opted to outsource their customer engagements to contact centers in the country in an effort to obtain best-in-class customer services without having to pay high prices. At the same time, rising standards have also ensured that the quality of contact center solutions has kept improving. This has enabled companies to deliver satisfactory customer support consistently and ensure superior customer experience management in every interaction.
Regular technological breakthroughs have also made it easier for contact center companies to improve their services consistently. This has enabled contact centers to overcome industry challenges and meet customer expectations while also preparing for future challenges. Even customer expectations are constantly changing with each passing day, and businesses have to improve operations to meet them regularly. Positive customer experience management is the key to developing strong customer relationships and unlocking the true potential of customer-brand associations. And contact center companies in India have been able to update their services and deliver industry-standard contact center solutions consistently. As a result, companies in the US and the world over have continued to favor customer support outsourcing to India.
Top services to opt for with call center outsourcing to India
Contact center companies in India can deliver a wide range of value-added services to help businesses deliver superior customer engagements. These services include:
-
24X7 phone answering services
Your customers can experience an issue with your products and services anytime and decide to contact you for assistance. Regardless of whether it is during the hours of your core operations or not, they desire to speak to a customer support representative and find appropriate resolutions to their problems. Limited customer support operating hours will prevent you from being able to provide immediate responses and lead to unsatisfactory services. This will, in turn, hamper customer experiences with your brand and irreparably damage their relationships with your brand. Eventually, they will move to a competing brand that is able to deliver similar products and services while complementing them with superior customer support.
This has been seen to be among the top reasons for customer attrition in modern businesses across the globe. Hence, call center outsourcing to India becomes the best solution to help you arrest increasing customer attrition numbers. This will help you retain current customers and ensure that they continue to make recurring purchases with your brand. Your business’s round-the-clock availability can be a major contributor to increased customer retention as it will give your customers the impression that you value their business and care deeply about their experiences with your brand.
-
Inbound & outbound customer support
Companies often give more preference to outbound call center services as they cater to the revenue-generating functions of their business. Lead generation activities, marketing, awareness campaigns, sales, and other such outbound contact center solutions are always seen as a priority as they contribute directly to revenue generation. However, inbound customer support is just as important, if not more, and must also be given equal preference by businesses. In fact, inbound customer services contribute more to revenue generation. It has been seen that customer retention is not only less expensive than new customer acquisition, but it also pays richer dividends through recurring sales, generating greater revenues for your business.
Also, the value of inbound call center outsourcing to India can be measured by its contribution to your brand identity. Any form of customer support can contribute heavily to your customer experience management and improve their relationship with your brand. As a result, your business will be able to create the identity of being a customer-friendly brand in the industry. This will attract more new customers, clients, and vendors to your business, improving your productivity and profitability significantly. Ideally, you need to give equal preference to both inbound and outbound call center solutions and deliver a comprehensive experience.
-
Complaints handling & escalations management
This is one of the most prominent areas of concern for most businesses in the United States. Customers who contact brand representatives with general inquiries or issues with their products and services receive appropriate solutions easily. Brands indulging in customer support outsourcing to India are able to manage customer service quite efficiently to deliver superior experiences. However, the same does not happen very frequently with complaints or other serious customer grievances. Brand representatives are often unable to resolve customer complaints efficiently due to a number of reasons, including inadequate authority to deliver desired solutions, lofty customer expectations, inadequate resources, poor complaints management practices, and many others.
However, a top contact center company in India can be incredibly helpful in dealing with all kinds of customer complaints. This will help your business ensure continued association with the customers and even deliver incredible customer experiences in every interaction. With proper escalations and other complaints management practices, these contact center companies can help to maintain proper customer expectations and resolve major grievances efficiently and effectively. Eventually, this will help you deliver satisfactory customer experiences and ensure that they continue to be loyal to your brand. In fact, efficient complaints management can foster stronger relationships between your customers and brand.
-
Multilingual customer services
You can massively improve customer experiences by engaging in multilingual call center outsourcing to India and allowing your current customers to communicate with brand representatives in their preferred languages. Regardless of whether you serve local customers or a global customer base that includes consumers from multiple nations speaking different languages, you need to provide customer support in their native languages. Instead of hiring individual contact center companies in different countries, you can outsource to a multilingual global BPO company. This will not only make it cheaper for you to outsource customer support operations but also help you maintain consistency in your customer support deliveries.
At the same time, the professional services of a multilingual contact center company will also help you approach newer markets and grow your business. When targeting a new, untapped marketplace, you need to be able to communicate with the locals in their native languages. This will help prospective customers feel more comfortable with your brand and make them more open to your business. Customers are not able to trust brands that choose to communicate in any other language apart from their native languages. This creates room for misunderstandings and mistrust, something that both companies and customers strive to avoid. Engaging in multilingual customer support outsourcing to India helps to prevent such misunderstandings and creates opportunities for positive customer relationships.
-
Omnichannel customer communications
Modern technology has advanced massively and presented multiple channels of communication to customers today. As a result, customers choose to communicate with their chosen brands using different channels according to their preferences and convenience. While some customers choose to call and speak to brand representatives over the phone, others choose to text or email companies using private chat forums, social media platforms, email services, etc. Some customers even choose to switch between communication channels according to their convenience when interacting with brand representatives. This gives them to freedom to ensure efficient and effective communication with brand representatives, allowing them to discuss their issues properly and get accurate resolutions.
Modern call center outsourcing to India has maintained pace with the requirements of current customers through omnichannel customer support capabilities. Contact center companies today have the infrastructure necessary to help customers communicate with brand representatives using their chosen communication medium. At the same time, they also employ top data processing and management systems to maintain consistency across communication channels. When customers switch from one platform to another, they interact with different agents. It is important for every agent to have easy access to customer details as well as information on previous interactions. Modern contact centers have premium data storage and processing systems, along with powerful and interactive CRMs, facilitating easy access to the required information. This enables businesses to deliver a seamless customer experience in every interaction, regardless of how customers choose to communicate with their brand representatives.
There are many more value-added services and contact center solutions that can be very helpful to businesses in the US. These services can help businesses maximize call center outsourcing to India and deliver superior customer experiences across the board.
Engaging in customer support outsourcing to India delivers cost-efficient solutions
Ideally, most American businesses would prefer to outsource their customer engagements to a BPO company in the United States. However, the costs of outsourcing to a contact center in the US can be pretty daunting for most businesses. In addition, these high expenses also drive up the prices of the products/services offered by the company to its customers. As a result, US-based businesses are forced to find alternative solutions to meet their customer support outsourcing needs.
This makes call center outsourcing to India the ideal option for American businesses due to comparatively lower prices and superior quality contact center solutions. The professionalism of BPO companies in India, their willingness to adapt, and their attention to detail enable them to deliver customer services that can satisfy the needs and expectation of American customers.