The thirst for human resources is still an unending topic when the actual needs of businesses and candidates do not touch each other. The recruitment market in early 2022 recorded an imbalance when the selection of the right candidate for the business did not satisfy the thirst compared with the actual demand. Therefore, to arrange personnel to fill in the work gaps, especially in customer care activities, which many managers think is simple, can be part-time, temporary arrangement has caused There are many backlogs in the management, administration and execution of business activities and affect in many ways the quality of customer service. Therefore, outsourcing Contact Center is a trend that many businesses trust.
What is Contact Center?
According to Ms. Le Dong Hong Ngoc - CEO of BeCare Technology Joint Stock Company - BeCare.io - a contact center outsourcing service provider in Ho Chi Minh City. Ho Chi Minh said: “There are still many businesses that are vague about the concept of Contact Center even though it has been developed for a long time, especially in developed countries. And nature we are accessing it every day, most simply through contact activities with telecommunications switchboards, banks, transportation services and many other public services. For businesses, the need for Contact Center lies in its solutions brought from customer care activities, telesales, telemarketing, phone surveys ... ".
Contact Center, also known as contact center or switchboard, is often used in customer care, sales, marketing, and survey models. This is where all customer interactions from many different information channels can be unified into a hub to answer questions, receive advice or make sales, then all information will be shared. stored using the built-in CRM. Contact Center creates a consistent brand image, no matter where the conversation begins or ends.
Why is Contact Center important for a business? In fact, Contact Center will help businesses improve their image and increase customer loyalty by answering their questions almost immediately. In addition, it also helps businesses operate more efficiently by both improving customer service quality and reducing operating costs.
Why is outsourcing Contact Center becoming a trend?
Similar to the fields that currently use many outsourced services, it is easy to understand that the Agency model such as: Communication - Events, Marketing, Information Technology, ... Outsourcing Contact Center will help businesses achieve many things. desirable goal.
Finance
Let's do a math problem to compare the total cost of investments. Expenses include equipment for the customer care system, handling situations, directing calls, hiring staff
costs, staff costs for monitoring, quality control… and n other operating costs. Obviously, investing in building a separate system from scratch is much more expensive.
Professional Contact Center service providers will provide comprehensive support for you. They possess sufficient infrastructure and specialized skills to take on the role well. Enterprises do not need to worry too much about equipment management and employee payroll costs.
In fact, outsourcing will help businesses save 30% investment costs, 20% operating costs such as Recruitment, Training, Technology equipment, Risk provision, Management and facilities …Instead, businesses only need to pay a fixed cost to an outsourced partner. That will ensure the comprehensiveness of its customer service department.
Personnel
Temporarily not discussing the cost of hiring personnel because the benefits are clear. From the perspective of training and improving the quality of human resources, outsourcing is much more convincing. Separate business units cannot afford to self-manage and train internal customer care staff with a professional unit in the field of customer care.
Training staff requires highly specialized skills, customer care staff are not only trained in knowledge around business services but also trained in communication skills with customers, ability to Vocal training to avoid common dialects…
The process of personnel training is a long-term project and requires a rigorous process from selection, training, testing, daily evaluation...Organizing a customer care department, businesses will have to pay attention. focus on this whole area. Meanwhile, it is difficult for businesses of different industries to cover all these contents. Businesses can manage personnel in their expertise, but this field of customer care is really much more difficult.
Focus on expertise
For businesses, especially small and medium enterprises, will have limited resources, focusing on too many segments will be really difficult, so it is necessary to allocate resources in a reasonable and balanced way to create the most optimal conditions for the development and growth of the business. Maintaining an internal team can bring more work to the manager and make it impossible for the manager to do his or her best professional work.
Instead of focusing on too many areas, outsourcing customer service will be a simple and effective way for businesses to focus on their products and services to get the best quality. Representatives of the business and marketing fields will not need
spread resources into the field of staff training or focus too much on solving customer questions and feedback. You can focus more on the core areas of your business while having the peace of mind knowing that your customers are well supported at their fingertips.
Advanced risk management
Another important benefit of outsourcing customer support is that it helps to reduce the overall risk to the business. The in-depth understanding, knowledge, and tools that outsourcing partners can use to benefit your business in the long run. This can enable you to successfully meet growing customer support workloads while preventing errors and issues that could put your business at risk.
Learn more about a reputable Contact Center service provider here.
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