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The Basics: How can you benefit from Customer Service Outsourcing ?
Are you on the fence about embracing customer service outsourcing? Are some nagging concerns holding you back? You are not alone. The right customer service outsourcing partner can mitigate your concerns effectively.
  • What is customer service outsourcing?
    If improving customer service is an important priority for your business, then you’re in good company. Forrester Research1 reveals that 40 percent of respondents (across 75 organizations) report that “improving the customer experience” was their most important customer service goal. For many organizations, customer service is an important business process to ensure satisfaction and retention of customers. It is pivotal since it helps cater to the wants and needs of your customers. Customer service is a key differentiator of an organization from its competitors. . The same report1 from Forrester tells us that 20 percent of the respondents said “creating a competitive advantage” was their most important customer service goal. But because customer service is a non-core activity for many organizations, outsourcing their customer service function to third- parties is often a preferred option.
  • Why should you consider customer service outsourcing?
    As an organization, you stand to gain through customer service outsourcing, because it frees up your time and resources so that you can focus on your core competencies. But the decision to partner with a customer service outsourcing vendor should be made after a careful evaluation of several factors. The customer service outsourcing vendor must make sure that customers don’t feel like they are interacting with a different organization – they should always feel like they are connecting with your brand. So, the customer service outsourcing partner must know enough about your company, products, and services to effectively up-sell or cross-sell. When organizations like yours examine the expenses associated with their customer service center, they recognize the merits of customer service outsourcing. The only thing holding them back is the perception that a third-party firm may not be able to connect with the customer as well as an in-house customer service center. These concerns are effectively addressed when an organization partners with Knoah Solutions.
  • To Invest Wisely, Know The Business Value Of Diverse Contact Center Solutions
    A Social Computing Report - 2011
  • Advantages of customer service outsourcing:
    Call centers offer a wide spectrum of services, which makes them a one-stop shop to meet all client requirements. When you’re evaluating the merits of working with call center outsourcing companies, you should consider the following aspects:

    Greater customer satisfaction:
    With a multi-channel contact center to answer their queries/concerns via the channel of their choice (calls, e-mail, web chat, or self-service options), your customers are happier and this leads to higher CSAT scores.
    Fewer staffing issues:
    Staffing is no longer your headache. You don’t have to worry about losing a good employee who is demotivated after listening to customer complaints. Nor do you have to worry about managing call volumes during peak season or the possibility of losing customers due to staff shortages. Outsourced firms handle it all through effective workforce management.
    Hassle-free experience:
    The customer service outsourcing vendor will be responsible for day-to-day running of the customer contact center, as well as emergencies or contingencies
    Cost savings:
    You do not have to pay for a payroll employee, and neither do you have to invest in expensive contact center equipment purchase or maintenance. Similarly, you also save on the cost of updating/maintaining infrastructure.
  • Why you should outsource your customer services to Knoah?
    Knoah has over a decade of experience in providing exceptional customer service to global 500 clients. With the required processes, infrastructure, talent pool, and practices to provide flexibility and adaptability in operations, Knoah is geared to be the customer service outsourcing firm of choice.
  • Customer service outsourcing needs vary across industries, and between companies within industries. Our well-trained agents, exhaustive services, abundant resources, and cutting-edge technologies enable us to customize our customer service outsourcing solutions to suit your unique needs. To learn more about our solutions and how we can create a partnership today, please visit, click here

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.