For companies that have too many phone calls and emails to keep up, it is very common to outsource your customer services, either domestically in the UK or abroad to the likes of India or The Philippines.
An outsourced customer service firm can handle all of your customer service requirements from their location and you can leverage from their use of customer agents and low costs because of economics of scale.
This might be a call centre based locally in the UK or somewhere in Asia, America or else abroad. Using an outsourced firm might include using a handful of customer advisors or agents, virtual receptionists or even people to respond to Live Chats and emails.
With more than 300 customer service agents all based in the UK, the company benefits from having everyone local and english-speaking as their first language.
Number of employees: 1,250+ in UK and US. MoneyPenny is the largest of outsourced customer call centres and most well-known.
Currently, the firm delivers outstanding customer service solutions to over 21,000 businesses and over 20 million calls per year.
MoneyPenny's services include telephone answering, live chat and outsourced switchboard solutions.
They offer flexible solutions, whether you need out-of-hours support or additional cover during peak times, ensuring maximum customer satisfaction.
The services they promote the most are customer services and CX management, incident managment services and secretary and receptionist services.
Number of employees: 100+. Confero offers bespoke inbound and outbound call centre services, operating 24/7. Their dedication to compliance and security makes them a trusted partner for handling sensitive customer information.
Confero's services include customer acquisition, retention and service support.
They can design a customer journey that fits your specific business needs, ensuring that every interaction is handled professionally and effectively.
They offer 24/7 customer support and share industry knowledge, helping businesses implement customer satisfaction surveys and additional contact channels.
By outsourcing customer service, businesses can focus on their core competencies and strategic goals.
As your business grows, so does the volume of customer inquiries.
Outsourced services can quickly scale up to meet demand, ensuring consistent service levels.
Many outsourced customer service providers operate around the clock, offering your customers support at any time, including evenings and weekends.
The cost of using an outsourced customer service agents starts at a few hundred or thousand pounds, with a virtual assistant at around £130-£150 per day or using a team to outsource can start with a £1,000-£2,000 set up fee and a monthly retainer starting from £2,000, as an indication.
You will typically be able to use outsourced customer agents on a trial basis, so this could give you a good indication for 1-3 months.
As a customer calling a GP practice, you might find you are speaking to automated voice, but the AI will be able to give you prompts and point you into the right direction.
This Cyber News was published on www.itsecurityguru.org. Publication date: Fri, 28 Jun 2024 15:43:06 +0000