4 Outsourcing inbound customer services for your small business

Thursday, December 19, 2013

Many think that outsourcing inbound customer services is a business strategy suited only for big and established trades, but it isn't. Over the years, small businesses are seeing the benefits of partnering with outsourcing firms in terms of putting success within their grasps.

And why not? All businesses have their respective customers, and they all have the right to seek for aid so that they could focus on their main operations, which are comprised of sales, promotions, and managing internal strategies.

If you're a small business owner, you probably think that inbound call centers only deal with the regular customer service matters—you know, customers call just to ask call center representatives to fix something for them.

However, there are other services that can be outsourced. Here they are:
  • Appointment Setting

    Even if you own a small- to midsized business, there will come a time that you'll get involved with time-consuming tasks in such an extent that you no longer be able to find time in focusing on your lead generation. 

    With Appointment Setting services, you'll be able to reach potential customers through the outsourcing company's in-depth profiling system. Their trained "appointment setters" will be responsible for coordinating with your sales team the moment they obtain leads for you. In a nutshell, it is still you who'll talk to the prospective clients, and the appointment setters will be your scouting team.

  • Cancellation and Returns

    Anything that deals with product and services cancellation/rebate can slow down or hamper your focus on dealing with your main operations.

    Processing canceled services or returned products could eat a lot of your time if you do it all by yourself. You can help manage and accomplish this daunting task efficiently if you delegate them to outsourcing firms with trained and focused inbound call center representatives.

  • Payment Processing

    Payment processing is another daunting task, especially if you're not big with numbers, or simply numbers make your dizzy. And it can be more headache-inducing if all the payment matters at your company will be laid atop your table at the end of the day.

    Outsourcing payment processing helps you get rid of this problem, alongside keeping your money-related matters intact and well recorded. It also saves you from having to tell the customers about their declined credit cards or delayed payments, because these will be included in the customer service representatives' responsibilities.

  • Disputes, Billing and General Inquiries

    Disputes, on the other hand, are also difficult to handle, because this is where most irate customer come into sight.

    Outsourcing dispute management is advantageous for you, because the trained customer service representatives will be the ones to explain all the errors and provide solutions to the customers. They will also be responsible for appeasing angry customers and preventing them from opting for other competing brands.

    Customer inquiries, if not handled properly, can be your small business disaster. Partnering with an outsourcing company can help you answer all your customers' query professionally. In so doing, you'll be able to convert these simple "customer queries" into positive customer service as call center representatives employed by outsourcing firms are trained to nail customer satisfaction each and every transaction.

Outsourcing inbound customer service will only work for you if you partner with an outsourcing firm that understands small businesses' wants, needs, goals, and successes. Better take substantial amount of time in scrutinizing your future outsourcing business partner.

Open Access BPO, a fast-rising off-shoring firm located in Makati, Philippines, offers a vast array of inbound customer service solutions that aim to deliver you to success. Know more about our other services by visiting our website and by joining us on Google+.