How offshore customer support services benefits businesses?

Jordan
Jordan
Aug 9, 2017 · 4 min read

Summary of the Story:

Outsourcing your company’s customer support might sound like a risky venture but the risk is worth it if done right. Your firm can save capital and have a more organized operational workplace environment if it outsources its customer support department. What’s more? Experienced customer support providers don’t just address customers, they deliver value added services that nurtures customer-brand relationships and develops brand image. They keep complete customer portfolios and treat them each with individual attention and specialized expertise. Your firm can take a turn for better progress with the right customer contact center provider that delivers on advanced service scale.

Offshore or Outsource customer support services

Running of any business involves many important aspects. Two of which are:

· Operational Structure

· Capital

These two elements all but decide the future of your company. And offshoring your customer support can help you have a better grasp on both these elements and here is how:

Organizational Structure: Your in-house staff has responsibilities on day-to-day basis. They do not have time and skill to handle customers in an influencing manner. Plus the continuous calls disrupt their attention and keeps them from performing to their maximum capacity. Of course, on the other hand your firm can decide to hire an entire new team to handle customer support, which brings us to our next element:

Capital: No much how grand your assets are, smart businesses also make smart investments. Which means that you are on limited capital and therefore your firm cannot afford to vest enormous amount in hiring a new team. And apart from the hiring, these expenses will also incur for an in-house customer support team:


1: Hiring of supervisors to monitor the work progress of the customer support department

2: Recruitment and training costs of the new support team

3: Equipment purchase and maintenance

4: Securing physical office space & its upkeep

5: Handling salaries, allowances, bonuses, holidays, vacations and absentees

6: Upscaling and downscaling resources during and off-season


To assist companies of big and small operational extent gain a more organized work flow with minimal inconvenience is how customer contact centers come into play. These contact center and call center services providers can be both on-shore and offshore and they have the resources to engage and improve your customer support department.

Additionally, these new advanced customer contact centers specialize in creating and nourishing relationships with patron’s by remaining in constant contact with them. They use developed and trendy approaches to explore latest marketing trends to project your firm as a progressive business entity. Once the desired market status is achieved, these centers help your firm retain its popular status. As for other benefits:

1:With customer contact center handling flow of your calls, your staff can work in relative peace.

2:Your firm can avoid all those extra costs that would incur for an in-house customer contact center

3:Highest technological tools and specialized customer care representatives will be presenting your brand.

4:Your firm will have more energy and time to focus upon core processing.

5:If your customers are happy with the support practices, contact centers deliver on your behalf they will tell others about it and promote your brand.

6:Your firm can alter its customer care protocols to keep up with all the native and international festivities, trends and happenings.

7:Your firm no longer has to hire or fire people out of seasonal concerns.

8:No requirement for office space.

9:More freedom to roam and expand without neglecting your customer base.

10:Worthy contact centers offer low costs yet international service standards.

11:Contact center also file and catalogue customer data very securely and keep backups.

12:If you engage them for an advanced plan, they also perform analysis on the data and determine how they can improve product / service and its deliverance.

These are but a few advantages of engaging an outsourced customer support service provider. But like all other ventures, not all contact center vendors are great at what they do. So once you decide to outsource your company’s customer support, you should do market research before hiring a customer support provider and conduct interviews. You need to choose a provider that can establish rapport with your customers for a successful long term mutually satisfactory and profitable businesses relationship.

Emenac Call Center Services is the contact center service provider to hundreds of client companies that are benefitting from its commitment to the customer’s happiness & satisfaction. Emerged in 2003, Emenac Call Center Services has gained its market status by evolving with the technology. Their customer support services include; technical/ non-technical customer support, phone help desk and order processing services. They use voice and non-voice communication channels to entertain customers on their preferred platform. Emenac Call Center Services has skilled agents on desk who can relate to everyday lives of the customers and do not mind going that extra mile to spread a smile or surprise a customer on behalf of their customer oriented client companies.

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