As a business owner, you can significantly reduce your overhead
expenses in communications, while strengthening your customer relations. That,
in a nutshell, is the main reason (or reasons) why you should outsource live
chat services in the Philippines, which is a top destination for call centers
and business outsourcing companies (BPO)
all over the world. This Southeast Asian nation, which is an archipelago of
more than 7,000 islands, has a highly educated workforce who are fluent in
speaking in English. And compared to their neighbors in the region, they are
very familiar with American culture, language, and idioms. That’s why using
their trained chat
agents, managed by an outsourced project manager, can be very convenient,
productive, and cost-effective for your business.
Are you still spending cost on traditional calls?
First, let’s get into the reasons why you should outsource live chat
services at all. That’s because as a communication tool that can build your
customer service and help boost your sales, it’s much more efficient and
cheaper than doing phone calls. Think about it: using the traditional
telecommunications systems to respond to your customer’s concerns or sell him
on your latest product can cost you a bundle. One research by Forrester says that the costs do add
up when you take into consideration each per-call cost, the toll charges, and
the occasional but necessary overseas calls. It also takes money and a lot of
investment to build and maintain the infrastructure with operating customer
service agents.
With live chat, though, you only need to rely on the existing internet
and computer infrastructure you have right now. That includes a high-caliber
email support system and downloadable software. Place the right live chat
agents or outsource live chat services, and you can save as much as 17 percent,
compared to what it would have cost you to do it the traditional way.
Get your ROI faster with Outsource Live Chat Services
Aside from cost savings, if you outsource your live chat services, your
chances of getting back your investment will also increase. More than that,
according to the American Marketing Association, you can actually through your
live chat agents convert an inquiry or a cold call into a sale. This beats an
email newsletter pitching your product at anytime. Think about it: your live
chat agent will not just be answering the questions of your customers, but they
can point out the advantages of getting your product. Properly trained, they
can exude optimism that can persuade the person at the other end of the line to
jump off the fence and try out your service. Sales can and will increase.
One thing to remember is that you will enjoy certain advantages once
you outsource live chat services. The agents who take and make the calls are
not employees but contract remote workers who are not entitled to the same
compensation and benefits. The work gets done without bloating your overhead
and manpower costs. The schedules are also followed because in a system as we
implement at HOPLA, a project manager
monitors the live chat agents’ performance and make sure everything is up to
speed.
The Philippine advantage
The advantages multiply when you do and choose ‘outsourcing
Philippines.’ About half a million literate graduates from different
universities to enter the workforce every year. Their familiarity with American
culture and language are assets in integrating them into the growing call
center industry in the country. They are also very teachable, and diligent, and
their natural friendliness over the chat makes it easy for the customer to
relate to and speak with them. The legendary Filipino patience can also
withstand the harshest customer remarks and still turn the situation around,
persuading him to give the product another try, instead of just walking out.
‘Call center Philippines’ has become a trend that many enterprises,
especially growing businesses, have tapped these remote workers to
their advantage. We would love to show you how we can outsource live chat
services to your benefit. Contact
us today.
Blog source: https://hopla.online/blog/why-you-should-outsource-live-chat-services-in-the-philippines/
