Robots or Human Agents?
AI technology is available for call centers and will save money- in the short term. Here's how to outsource from the Philippines instead, and why you should!
Customers drive business, and yet customer care and helplines often receive paltry funding. In the quest to create simple, pat answers, top-level execs forget the all-important human factor at the center of their businesses. This attitude makes sense from a numbers standpoint.
Remember that happy customers beget more customers. Getting quality customer care for a low price is why execs need to learn how to outsource from the Philippines.
Why Outsource?
Outsourcing customer care and helpline services offer multiple benefits to any organization. First, it leaves the company able to focus on their products and services without diversifying knowledge.
Second, it allows a company to bundle various services without paying the upfront costs of equipment or the long-term costs of space.
Beyond that, outsourcing offers the best quality of care for customers at the lowest rates while still maintaining a human connection.
Robot Problems
Robot phone trees and AI governed call direction offer cheap ways to sort incoming calls.
One problem: consumers HATE them.
They find talking to a machine a waste of time, and most jab buttons until they get to a human. Fewer than 17% of people admitted to taking the time to even listen to robot options.
The Human Factor
One thing lacking from these automated systems is the human factor. This isn't limited to the rapport felt by talking to an actual person, but it's also about zeal and ambition.
A program does its job because it's built to do so. A human performs tasks with a sense of accomplishment and a yearning to improve. Even if the customer service person is only acting in their own interests, the net effect is positive.
How to Outsource from the Philippines
Outsourcing to a call center in the Philippines is easy and cost-effective. The vast majority of Filipinos speak English alongside their native language, so there is no need to train personnel.
The Philippines' median age the Philippines is in the early twenties, meaning the workforce is poised to work with and skilled at technology.
Dedicated offices are already in place and staff. This means that a lead time as low as two weeks is available to launch your campaign and get customers on the phone.
Security-conscious? By using a Philippines call center, you keep the technology and know-how on your end. Use your own dedicated IT and troubleshooter, and the offshore call center becomes a low-cost and more effective transfer service.
Plan Ahead
Outsourcing isn't quite as easy as picking up a phone and transferring customers. It would be best if you had a plan to make it effective.
Consider your expected call volumes, the resources needed to explain your business and the software to facilitate information transfers.
Are you looking to outsource customer service, sales, tech support, or all of the above?
Outsourcing Solutions
Now that you know how to outsource from the Philippines, it's only a question of when to get started.
Schedule a consultation today and learn what SiBS offers you.
