WWPA - Rudolf Faix

Offshore Call Center Outsourcing

Offshore Customer Service

The cost of acquiring a new customer is five times the cost of retaining an old one. It is essential that your customer service interaction is managed in the best possible way.

Our offshore customer service programs can be tailored to provide superior customer interaction. Our inbound and outbound customer support offerings create a virtual customer service center to manage customer concerns through multiple channels. These channels can include voice related answering services, e-mail, and chat on a 24/7 basis. Common customer service interactions include order taking, customers calling to check information regarding products and services, technical support, customers calling to verify their account status, and customers calling to check their reservation status etc.

Outsourcing your customer service through our call center in the Philippines will provide your company with:

  • Reduced costs for customer support/marketing
  • Higher sales conversion rate
  • Enhanced flexibility to manage service peaks and troughs and product lifecycles
  • Homogeneous, clearly defined processes across geographies
  • Greater coverage and number of interactions with customers

Why Outsource Customer Service With Us?

Outsourcing your customer service activities through our call center can be an excellent way to increase sales and assist your clients with technical support and customer service issues. While some large companies have the money, time, and resources to internally handle customer support, many small to mid sized businesses choose to realize the benefits of outsourcing to call centers.

Most businesses are looking for a low cost way to either sell products or services, assist customers with technical questions, or effectively handle customer service issues. Most companies choose to outsource customer service operations to our call center due to our low cost, friendly agents, and the experienced Austrian management we have in place. Clients typically find this to be far more affordable than spending loads of time, resources, and labor necessary to create their own call centers.

Generally, outsourcing customer service operations to a call center takes sound decision making and careful analysis. For example, before your business decides to contract a call center, we recommend assessing your business needs, and setting goals and expectations as to how the new service will either improve sales or enhance customer satisfaction. Defining what is important at the outset will yield long term benefits such as increasing customer retention and potentially reducing customer churn.

Once you have decided to outsource your customer service functions, a deeper consultation takes place in which we work with your company to create a solution that can either generate new sales for your products or services, or improve customer support by optimizing your billing or technical processes.

It is up to your business to decide the amount of resources you feel will be necessary to deliver your desired results. For instance, a large company with only a handful of tech support agents sourced by a call center can do more harm than good. If you don’t have enough resources in place, your support services will lack credibility and customers could potentially be turned off by your efforts. Our call center was created to give enough resources to call center outsourcing companies and direct clients to work effectively. This includes making sure enough technical and labor resources are in place, defining a clear scope, enhancing software application and technical abilities, and having a labor force that can handle the volume of calls and are trained to handle challenging tasks.

Additionally, it is important that certain milestones are set up throughout the contract to make sure that customer satisfaction is high, that enough calls are being answered in a satisfactory manner, or that enough sales are being generated. It is important to have a clear goals prior to entering any outsourcing agreement. Appropriate preparation leads to well executed campaigns. Well executed campaigns lead to happy customers.

We will gladly provide your company with the metrics you need to gain insight into your program. This is usually done through metrics such as customer surveys, retention and churn data, as well as sales data. We will also provide weekly call reports. 

Learn more about our small business contact center services.