Many companies that manufacture a product or offer a service struggle to provide technical support to their customers. One reason for this is a shortage of skilled tech support representatives in many parts of the country. A second reason is the costs involved to do tech support right. A third consideration is that executives often view tech support as a necessary requirement but one that isn’t aligned with core business strategies; therefore, it’s not a priority for them.
A smart solution to this tech support problem is to outsource tech support work to an outsource call center. Just be sure to select one that specializes in and has a time-tested record of providing tech support. Here are some of the key benefits you can expect when you outsource your tech support function to a professional outsource call center.
Outsource tech support call centers do one thing. They handle tech support. That’s all they do, which becomes their focus, their sole activity and reason for existing. As a result, quality and efficiency automatically occurs. This means that your customers will have their tech support inquiries handled quickly and with excellence.
Saying that an outsource tech support provider can do the job better and faster than your in-house staff isn’t a criticism of them. Instead it’s an acknowledgment of the reality that an advanced outsource tech support provider has greater focus on this one task and will do tech support well.
Much is being talked about the importance of providing a great customer experience (CE). When your customers reach a professional call center, they’ll enjoy a memorable customer experience. Why is that? This is because an outsource tech support call center knows that if they don’t provide great customer experiences, they risk losing your business. Since they don’t want that to happen, they take steps to make sure it won’t.
Do your customers want additional contact methods besides the telephone? Sure, they do. Some prefer web chat, social media, texting, or email support. Though not every communication channel works for every scenario, you should strive to offer every reasonable means of contact to meet the expectations of customers.
However, these non-phone methods require an investment in technology to process them properly and efficiently. But don’t struggle to purchase, implement, and maintain this technology in house. Instead simply outsource your tech support work to a professional call center outsource provider who already has email, text, web chat, and social media support technology in place.
Customers increasingly want to contact businesses any time of the day or night. Yet companies struggle to provide 24/7 coverage. It’s expensive to provide, and it’s often inefficient—especially on third shift. However, an outsource call center provider is available 24/7, and their economy of scale allows your customers to enjoy around-the-clock access for a fraction of the cost it would take for you to do it in house.
When you outsource customer service work to a professional call center outsource provider, you immediately realize many highly sought-after outcomes. These key benefits include the ability to process calls better and faster while enhancing the customer experience. In addition, tech support outsourcing allows you to increase channel options and provide 24/7 availability.
You can realize all these benefits for a small fraction of what it would cost to do so in house. If your company provides tech support to your customers, look at outsourcing this work to a professional outsource call center.
Direct Call Centers provides call center and contact center services to clients across the United States and around the world. Specializing in business process outsourcing (BPO), Direct Call Centers is your single source for essential contact center work and critical BPO support services, with a focus on four primary horizontal market niches: customer service, tech support, lead processing, and chargeback support. Get a free quote today to explore if Direct Call Centers is the right match for your company’s BPO needs. Peter Lyle DeHaan is a freelance writer for the call center industry.