As a business owner, you can significantly reduce your overhead expenses in communications, while strengthening your customer relations. That, in a nutshell, is the main reason (or reasons) why you should outsource live chat services in the Philippines, which is a top destination for call centers and business outsourcing companies (BPO) all over the world. This Southeast Asian nation, which is an archipelago of more than 7,000 islands, has a highly educated workforce who are fluent in speaking in English. And compared to their neighbors in the region, they are very familiar with American culture, language, and idioms. That’s why using their trained chat agents, managed by an outsourced project manager, can be very convenient, productive, and cost-effective for your business.
Are you still spending cost on traditional calls?
First, let’s get into the reasons why you should outsource live chat services at all. That’s because as a communication tool that can build your customer service and help boost your sales, it’s much more efficient and cheaper than doing phone calls. Think about it: using the traditional telecommunications systems to respond to your customer’s concerns or sell him on your latest product can cost you a bundle. One research by Forrester says that the costs do add up when you take into consideration each per-call cost, the toll charges, and the occasional but necessary overseas calls. It also takes money and a lot of investment to build and maintain the infrastructure with operating customer service agents.
With live chat, though, you only need to rely on the existing internet and computer infrastructure you have right now. That includes a high-caliber email support system and downloadable software. Place the right live chat agents or outsource live chat services, and you can save as much as 17 percent, compared to what it would have cost you to do it the traditional way.
Get your ROI faster with Outsource Live Chat Services
Aside from cost savings, if you outsource your live chat services, your chances of getting back your investment will also increase. More than that, according to the American Marketing Association, you can actually through your live chat agents convert an inquiry or a cold call into a sale. This beats an email newsletter pitching your product at anytime. Think about it: your live chat agent will not just be answering the questions of your customers, but they can point out the advantages of getting your product. Properly trained, they can exude optimism that can persuade the person at the other end of the line to jump off the fence and try out your service. Sales can and will increase.
One thing to remember is that you will enjoy certain advantages once you outsource live chat services. The agents who take and make the calls are not employees but contract remote workers who are not entitled to the same compensation and benefits. The work gets done without bloating your overhead and manpower costs. The schedules are also followed because in a system as we implement at HOPLA, a project manager monitors the live chat agents’ performance and make sure everything is up to speed.
The Philippine advantage
The advantages multiply when you do and choose ‘outsourcing Philippines.’ About half a million literate graduates from different universities to enter the workforce every year. Their familiarity with American culture and language are assets in integrating them into the growing call center industry in the country. They are also very teachable, and diligent, and their natural friendliness over the chat makes it easy for the customer to relate to and speak with them. The legendary Filipino patience can also withstand the harshest customer remarks and still turn the situation around, persuading him to give the product another try, instead of just walking out.
‘Call center Philippines’ has become a trend that many enterprises, especially growing businesses, have tapped these remote workers to their advantage. We would love to show you how we can outsource live chat services to your benefit. Contact us today.