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Is it time for your customer service to go 24/7?

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As your business grows, you may reach a point where you begin to question if your customer service resources can still cater to the scale of your customers. You may think it’s wise to tap a third party provider to handle your growing customer service needs. Outsourcing to a call center in the Philippines can, after all, help you provide 24/7 assistance to your customers.

Determining if your business finally needs to outsource round-the-clock customer service involves assessment of customer demands and your available resources. Here are some factors to consider before you decide to go 24/7.

Products and services

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Did your line-up recently include some services and products that may require 24/7 assistance? Did you begin to receive inquiries regarding your trademark products outside regular working hours? These are normal events for an expanding business. Chances are, your in-house call center can only cater to some of your customers but leave others unattended.

You may have some customers who need immediate assistance on how your product, such as furniture or security systems, can be installed. These products are usually set up at home during weekends or after regular working hours.

Customers

It’s expected for expanding businesses to gain international customers as time passes by. It’s indeed difficult to provide assistance to your overseas customers because of the conflicting time zones. By outsourcing to a call center, you can have dedicated teams that can go on different shifts just to make sure that someone is available to talk to your international customers.

Moreover, for businesses with diverse customer bases, it might be necessary to outsource to a bilingual call center in order to provide assistance to customers in their preferred language. This goes to show that call center outsourcing not only transcends geographical barriers but language barriers as well.

Competition

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In the competition among brands that offer almost similar products and services, the round-the-clock availability of customer service can make a huge difference. Even if you have products with the best features, if you do not have necessary resources to answer product-related inquiries after your store has closed for the day, your prospective customers may go and look for another store that can interact with them and answer their questions at their time of convenience.

Conclusion

Deciding whether to outsource or not is a task that needs careful evaluation. Aside from these three factors, costs, customer expectations, and business priorities must also be considered. It’s therefore important to assess first your business needs comprehensively and weigh the pros and cons of outsourcing before deciding to partner with a 24/7 call center in the Philippines.

 

 

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Alistair Roque

Alistair Roque

Alistair Roque works as a content writer and blogger for Open Access BPO, a Makati-based outsourcing firm. At present, he spends most of his time writing about modern marketing tools encompassing all forms of media including mobile, e-mail, social media, and other digital platforms. He also gives tips on branding strategies, search engine optimization (SEO), and content marketing. To learn more about the digital marketing and back office solutions you may visit http://www.openaccessbpo.com or You may also want to follow me on Gplus

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