BPO Industries On Client Support For After Business Hours

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

Business process outsourcing (BPO) has already been a part of our day to day transactions since the early 1990s. The business carries customer-related services such as marketing, sales, and tech support. They become of help to us whenever we have questions or complaints, mostly about after-sales. You can check this website to find out more about how they function: https://www.investopedia.com/terms/b/business-process-outsourcing.asp. A lot of people around the world found working opportunities in the call center industry.

The BPO industry is mainly a business that subcontracts with various business-related operations to third party merchants. They operate to give specific answers to customer's complaints and queries during and even after business hours.

How Call Center Helps Us

Let's say, you bought a month's load subscription from AT & T. Unfortunately, in the second week of your subscription, you experienced a loss on the service signal. Hence, you might have to call their customer service hotline. Don't be worried if you call around midnight because the call center answering your calls 24 hours per day tends to your problem. They are made available 24/7 to give quality service outcomes.

There might be times where an unknown number calls you any time of day. Surely you will answer the call mainly because you will think that it might be an emergency call from someone you know. Alas! An agent calls you to introduce a new product or service and offers you to try or invest in it. This is a technique of various companies that are outsourcing with the BPO to market their products to their target market conveniently.

Marketing Strategies Change Over Time

For example, the stock market started during the year the 1760s. During these times, stockbrokers deal with their clients face to face. As years passed by, the techniques of selling had changed rapidly, from face to face trades, to telephones and now more digitized. With today's technological enhancements, you can now access the stock market and even trade on your own using your device (computer, laptops, etc.). With this method, you don't have to risk going out of your house and meeting up with stockbrokers.

Indeed, the world has changed by technology and made life and communicating easier. You can even buy a new washing machine and have it delivered right on your doorstep with just a single call or order on online shops.

Before, it takes longer for letters from your loved ones to arrive where you are located. Now, wherever you are, whatever you're doing, you may receive messages from your family, friends, and even from your coworkers any time of the day. This has all been made possible with recent advancements in technology.

After Business Hours

The average working hour per day is 8 hours per employee. Say, your office hours start at 8:30 AM, then it is likely to end at 5:30 PM inclusive of an hour for lunch breaks. After you go home, some clients will still need immediate responses for their concerns. Most of the time, these calls are redirected to inbox emails, or calls that are being answered by machine-generated messages.

You might lose your customers if you can't provide them with a live response. Remember, a loss of a client in your business means gain to your competitors. You should always be aware of the competition, what you don't have, chances are, your competitor might have it.

Expand Your Techniques

Having a business in any line will give you challenges, especially when you are in a market with lots of competitors. The growth of your business depends on your strategic planning. In this, you should think thoroughly about how you will be able to strengthen your operations. Let not your business operating hours become the hindrance to gain more clients.

The success of your business depends on how you run it and serve not just your customers, but also your employees. You can get examples below on how to expand your business:

KYC - Know Your Customers. It is a strength to know who's willing to buy your products or services without hesitation.
Take care of your existing customers and find new opportunities. That old lady who visits your store once a week from the day you opened is already your loyal customer. It is good to be friendly to them. Remember, in business gaining is important, and losing means your business is going rough.
Give back to your employees. Your employees represent your company. Take care of them as well, give them some good benefits that they deserve. They'll love to work hard in your company.
Market through social media. Social media was created so we could interact with others easily. You can use this as a tool to widen your marketing opportunity and target market.
Provide great customer service. What clients want is a decent service. This is a great technique to draw more customers to your business. With the great service you have, your existing clients will have satisfaction. You can grow plenty of customers through recommendations.

These are just some points on how you can further expand your business growth. You can find out more through researching. In this way, your knowledge will as well expand.

Struggles Of Work

Let's face the truth, BPO industries are booming in the countries of India and the Philippines. Outsourcing in these countries saves the BPO industries much cost with its cheap salary. The Philippines has been leading the BPO industries more than India, maybe because the Philippines have a literacy rate of 96.3%.

Though the salary is cheap when it's in dollars, the salary seems to look bigger when converted to the countries' currencies. Most call center agents are working an overnight shift, day shifts are also applicable depending on where these agents are based.

The biggest hurdle is the difference in time zones. Whichever company you plan to outsource your customer service needs to, make sure that they can readily adapt to your required hours.

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