Thinking Outside The Box: The Fight For Providing Excellent Customer Service - Inktel Contact Center Solutions


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Thinking Outside The Box: The Fight For Providing Excellent Customer Service

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Founder and CEO of Remote Team Solutions. International entrepreneur with a demonstrated history of success in different industries.

It is no secret that customer service and customer support are equally critical with respect to enhancing customer satisfaction and brand loyalty and thus increasing profitability. Due to the creation of business process outsourcing (BPO), customer service systems have been outsourced via offshore call centers. In the past, many companies did not consider customer service/support to be a core department and, instead of keeping their departments in-house, they outsourced them to help reduce costs and thus settled for high employee-turnover rates and reduced quality of service. Today, it doesn’t have to be one or the other; fortunately, there are other solutions. Due to all the new technologies that offer a wide array of tools and software for remote work, companies can now get the best of both worlds, maintaining high-quality customer service by keeping control while reducing costs.

In some contexts, outsourcing customer service or having virtual call centers is an effective option. This is especially true for small companies or startups that do not have the budget to provide 24/7 customer service; it is also true when the call volume is insufficient to justify hiring full-time employees. In these cases, BPO is an effective alternative to conventional services. Alternatively, medium- and large-sized companies with high call volumes should not implement BPO. After all, the quality of customer support directly influences sales. For example, only improving customer retention by 5% can increase company profits by more than 25%, according to Bain and Company. In addition, Salesforce Research suggests that 78% of consumers will keep doing business with a company even after a mistake is made in so far as the customer service they receive is excellent, and 92% of consumers are more likely to make another purchase after a positive customer service experience.

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