Recently, call centers have been solving most business problems. This is possible thanks to a well-trained staff armed with product knowledge. Now it has become profitable to do sales outsorcing in order to save human and material resources of the company. An outsourced support service can become a marketing tool. Is it so?
According to statistics published by Fundera, 50% of companies fail in 5 years because of poor customer service. 20% of enterprises for the same reason are at risk of ceasing to exist. Therefore, business depends on customer focus and support from the company’s administration. With the help of support services, the company can secure a marketing advantage on the market. We will talk about them in detail.
Considering the fact that sales outsorcing is more effective than in-house division of the company, outsourcing has a real opportunity to achieve an influx of loyal customers. According to statistics, 75% of users would contact the company again if they had quality service. Retaining regular customers will cost several dozen times cheaper than attracting new ones.
Also, loyal clients do not pay attention to the company’s mistakes – 78% of the consumers said that they would not refuse the company’s services even after a negative experience. In addition, customers are willing to pay extra for good service. According to the data, existing customers spend 300% more than new ones, which reduces operating costs.
Due to high-quality information and customer service, it’s possible to increase the level of sales outsorcing. Researchers in a marketing analysis came to the following conclusions:
Even a 5% customer retention can increase a company’s revenue by 25%.
Companies that don’t skimp on customer service improvements saw their average employee engagement rate increase by 20%. This is already a lot, because hardly anyone wants to come to work without receiving a positive assessment of their work.
The majority of contact center employees (over 69%) say that they work more actively when they receive positive feedback about their work. About 55% of employees want to improve their customer service skills. It turns out that the system needs to collect information about the work of employees in order to encourage them.
There is another factor that provides a company’s marketing advantage. This is so-called word-of-mouth, which consists in the fact that people who have received high-quality service from the company pass this experience on to friends and acquaintances, which increases not only profits, but also the number of loyal customers.
According to statistics, 72% of consumers told six or more friends about the positive experience. 55% of buyers turn to the company if they have been told by word of mouth about the company’s good reputation and excellent customer support service.
Using the call center as a marketing tool will help to develop a strategy, ensure a sufficient number of regular customers, attract new buyers and motivate employees to new achievements. The call center will allow companies to become one of the most demanded on the market in a certain field of activity. Therefore, it’s worth considering the organization of sales outsorcing.
