5 Advantages of Call Center Outsourcing to Cisco Based Call Centers

Call centers have become a quintessential part of businesses these days. In today’s highly competitive world, it is hard to imagine a company that offers product/services to survive without good call center services. One of the biggest requirements of the call center industry has always remained the network and call center software it utilizes. The quality of call and the consistency of connection directly depend on the networking solutions employed by an organization. Amongst the many networking platforms available in the market, Cisco is the most suited platform for any call center process.

Clear Advantages of Outsourcing to Cisco Based Call Centers

Cisco offers the most robust and efficient platform for running a call center operation. 5 clear advantages of Cisco based call center platforms and equipment are listed below:

1.      Quality VoIP phones – Cisco supplies the most appropriate phones for call center operations, so much so, that Cisco phones have become synonymous with call center phones. All the options that you would ever need like mute and hold functions are available on the phone at intuitive locations. Cisco phones are used in almost all call center operations and agents are most familiar with these phones and hence, using anything else apart from Cisco can be a major inconvenience.

2.      Virtualization of process – Cisco call center software can be used for virtualizing CTI (Computer Telephony Integration), contact center routing along with reporting. It is easy to integrate Cisco solutions into interactive voice response (IVR) systems and automatic call distribution (ACD).

3.      Classifies agents and allows for resource monitoring – By employing Cisco software, you are able to manage agent data more effectively. It is possible to classify agents based on different parameters. This data can be used by TLs and managers to allocate calls to the most suitable agents. Also, it becomes possible to monitor resource usage with Cisco software.

4.      Easy to manage customer profiles – Customer-specific data is very important to understand customer preferences and manage customer profiles. Cisco platform makes the task of storing and sorting customer profile data simple.

5.      Scalable solutions – Cisco call center solutions are employed by some of the biggest players in the market because Cisco systems are completely scalable. They can match up to any requirements and help a business gear up for the future needs.

Other Key Points before Outsourcing

Although employing the services of a Cisco based call center is a good decision, you should also seek other qualities in your call center. Some key points you should consider before call center outsourcing are:

1.      Cost advantage – To maximize cost advantage, you should outsource to a company that is located in a country that has an inferior currency value than yours. Outsourcing to developing countries like India can help you cut the cost of your call center operation by up to 2 to 5 times.

Scalability – At any time, you may want to expand your base of operation according to the increasing requirements of your business. Outsourcing to a competent vendor provides you the option to scale your workforce exactly as per your need. Also, you do not have to worry about hiring or training agents, as all the work is taken care of by the call center outsourcing company. 

Why You Need to Outsource Call Center Services to a Creative Outsourcing Partner?

Today’s customers are more fickle than ever. As a business owner, it is almost impossible to gauge their preferences and understand their buying habits. Catering to the modern-day customers requires you to be on your toes at all times. Any slacking off and you risk losing your customer base in no time. And, when it comes to delivering call center services, you need to be on top of your game.

Improve You Call Center Services with Out-Of-The-Box Outsourcing Solutions

Communicating call center services is not an easy task. Especially, if you are not well-versed with customer services operations, your in-house operation may not yield the desired results. At best, you can expect to meet the minimum standards, which is simply not good enough in today’s highly competitive environment. What you really need is out-of-the-box call center service outsourcing solutions that can add new value to your business.

How to Find the RIGHT Call Center Service Outsourcing Partner for Your Business?

Finding the right outsourcing partner for your business can be a difficult task if you do not know about the essential requirements. Below are the things that you should look for in your call center partner:

1.      AI-powered call center software solutions – If you want to keep your old customers and build new ones, you need to have access to analytics in your call center software solution. AI-based CRM can help you predict the behavior of your customers by analyzing the data generated through customer contacts. Over a period of time, you will be able to form better business strategies to address the emerging requirements of your customers.

2.      Innovative managers – While call center agents come and go, managers stay as a part of a call center operation for a longer duration of time. Always associate with a call center that has experienced managers who have worked on multiple projects and delivered success. It won’t be a bad idea to view their LinkedIn profiles or other social media handles to learn more about them. If you are still no convinced, you should even ask the client to setup an interview. Good managers are key to success in any call centers India service outsourcing venture, and you should always remember that.

3.      Good past client experience – Organic client feedback is the best way to form an opinion about your next call center service outsourcing vendor. By learning how a call center company helped a business (by referring to case studies), you will be able to judge their services a lot better.

4.      Core competencies – A call center may overall be the best in the industry, but it does not mean it is best at every type of call center services. You need to find a call center provider that has been successful in your line of work. Whether you want to outsource customer care or technical support or any other service, you should find a call center that has success in the related field.

Summary

Finding a call center that is right for you is not an easy task. Especially in today’s business environment where every mistake of agents is highlighted and customers are more finicky than ever before. You should always be thorough while looking for a new call center and choose a provider that thinks innovatively and has cutting-edge call center solutions to meet the emerging requirements of your business. 

Don't Take the Risk with Email Support, Choose Outsourcing Email Assistance as Soon as Possible

With more than 4 billion email accounts in the world, emails have become the main mode of communication developed. Although we are seeing an increase in chat services such as WhatsApp and Facebook Messenger, they will not replace emails in the short term. The main reason why emails are so effective in communication is beach use they have a sense of formality about it.

Emails: The Preferred Mode for Detailed Communication

Whether you consider them useful or not, you cannot deny the fact that there are certain communications that should only be made with emails. For example, it is much better to convey your absence from work with an official email than a WhatsApp message or SMS. No matter how well you build your WhatsApp or SMS message, it will never be as effective as a formal email.

The Importance of Email Support in Modern Businesses

As a genesis of the previous discussion, we can analyze the importance of emails such as:

1. A professional means to communicate information.

2. Recognized worldwide as the standard channel for formal online speech.

3. Profitable communication channel

All the points mentioned above clearly show the importance of emails in formal communication.

When we talk about the customer support field, email support services have become a vital part of most business operations. Those who do not provide email support services as part of their customer support, end up putting too much pressure on their voice department.

The Challenge of Email Support

Companies that refrain from including email chat support as part of their customer service operation generally do so because they don't want to spend more on the resources needed to run an internal email support department. However, this problem can be easily eliminated by outsourcing email support. But, for email outsourcing to be successful, one must select a provider wisely.

How to Select an Email Support Outsourcing Provider?

Before outsourcing email chat support services, you should properly analyze the capacity of the outsourcing provider. If you are not sure what to look for in a supplier, you can use the following pointers to simplify your selection:

1. Access to quality email support software: Email support management software is very important to manage the large number of emails that you will probably receive as part of an email support operation. The email management software serves as a centralized database for all emails and allows agents to sort / sort emails. Then, in case there are different departments designated to handle different types of problems, it becomes easier to direct the client's query in the right direction. In addition, there are other features that it provides, e.g. You can notify about unread queries (via alerts) and make sure that no email is left unanswered.

2. Business-sensitive workforce: Although email support doesn't require the same effort as voice support, since you don't have to talk for long hours, it has its own share of challenges. The biggest challenge is to always be right when it comes to framing sensitive business responses. For example, if you are communicating what a passenger can bring / not bring on the flight (as part of email support for airlines), you must present all the information. If you lose even a single information, the passenger can sue the airlines. Therefore, you should always outsource email support to someone who has a lot of experience in delivering successful projects over and over again.

At Vcare, we have a team of email support outsourcing agents who take their work very seriously. Backed by a team of veteran managers, our email support team scrupulously reviews each email and makes sure that each answer is the correct answer.