There are a lot of services that you can choose from when you partner up with an inbound call center outsourcing company.
One of these is hiring a virtual assistant that can work on any task you will give.
Virtual assistants or VR provide your company a flexibility that you will not get when you hire multiple people.
They have a wide range of skills when it comes to back-office and customer service part of the business. Thus, you can get a couple of VRs and your business should work just fine.
In this article, we will check some important functions of a virtual assistant in your inbound call center operation.
We will also discuss whether it is more practical to outsource it than creating your own in-house team.
As part of your inbound call center team, the main task of your virtual assistant is to answer phone calls from your B2C and B2B clients.
You might get confused on the difference between an answering service and virtual assistant.
Well from the name itself, answering service’s task is just to answer incoming calls. They can either solve the issue or forward it to a person authorized to solve it.
Meanwhile, a virtual assistant can immediately solve customer’s issues since they have a wide range of skills. As a result, you could have a higher customer satisfaction rate (CSR).
Since they can solve it immediately, you will also reduce the amount of time your customer has to spend just to talk to the right person.
Thus, having a VR in your call center operation eliminates the call transfer process which annoys most of the customers.
This is the main task of a virtual assistant. Business phone answering services can boost your business. Especially if you have an available agent to entertain the client’s inquiry at any time of the day.
To top it all off, it makes the conversation easier as the agent knows the problem already.
All in all, your virtual assistant can assist your customer in any situation. You can give them authorization to decide on a certain situation.
Especially if it’s urgent and requires immediate solutions. However, there are some special circumstances that some issues need the management’s decision.
This is where this function comes in. Your customer can leave the message to your virtual assistant. Then they will forward it to you at your earliest convenience.
Taking a message for you to answer is important mainly after office hours. Of course you can attain those people called during business hours.
Your virtual assistant no longer needs to take a message. They will just transfer the customer at your office.
By doing this, you can get more positive reviews from your customers.
Not only do you have someone available after office hours, your valuable customer can appreciate your effort in reaching out to them if they’re in a difficult situation.
A virtual receptionist can also fulfill appointment setter tasks. With the right amount of training, they can arrange your schedule and set meetings with your clients.
In addition to that, they can also send reminders or deal with rescheduling or cancellations.
Although you can easily accomplish these on your own, this can be practical so you can focus on more important and urgent functions.
Virtual assistants can double as order takers or order processors. These assignments include order entry, order confirmation, order processing and delivery arrangement.
From these, they can also keep a record of the customer’s information so you can monitor your business activity. On top of that, they can manage your inventory as well by updating your database according to the availability of your products.
Virtual receptionists can serve as customer service representatives too. With their customer service skills, they are qualified to attend and address your customers’ inquiries and concerns to their satisfaction.
Not only that, these equip them to engage your clients may it be mobile or online. Thus, not having the need to hire another agent per each communication platform.
Virtual receptionists can also be your company’s first point of contact. Meaning, they will be the one to initially entertain customers’ calls and help them be connected to the proper department.
Aside from that, you can also have them answer calls on your behalf. In cases when you are unable to pick up your calls, they can take messages and forward it to you so you can get back to it when time permits.
Not all messages that your company receives are specific and substantial. In fact, spam, prank and robocalls are rampant nowadays.
Hence, the need for virtual receptionists who can filter these messages and forward the ones that matter. This saves you from going through all the messages which can be time-consuming.
This is in comparison with hiring in-house teams or doing nearshore outsourcing.
Offshoring virtual assistance can give you a great reduction in your labor costs. In fact, you can save up to 70% labor fee by outsourcing to an offshore company.
You can use this saved amount in expanding your business operation or improving your service.
This is very important especially for start-up businesses that want to get more customers faster.
There are different types of call center services. All depends on what your business needs and what maximizes your operations the most.
For small and medium enterprises, the most popular type of outsourcing is the shared service inbound call center.
Shared virtual assistant means the agent can work on your businesses and other companies too.
It is almost the same with hiring a freelance virtual assistant except you can get more accountability when you partner up with a BPO company.
Unlike freelancers that can disappear easily since you don’t have any contract bond, the legitimate call center company should be responsible for giving you a virtual assistant.
On top of that, you don’t need to worry about building spaces for your team. You can arrange an agreement with BPO companies on how many agents you need.
You can always add more whenever you need it. Besides that, you will spare yourself by hiring additional human resource personnel to support your call center team.
Virtual assistants undergo several training before going to the production floor. So, you don’t have to worry about having an agent that will compromise the quality of your service.
Besides that, they also have experiences working with other companies in the same industry as yours.
It means they can apply these experiences from other companies to your inbound call center operation.
Outsourcing to an offshore BPO company is also beneficial since you no longer have to spend time training the agent and managing them after.
Your third-party service provider will give you trainers and team leaders to facilitate the whole operation.
As stated, your third-party service provider will give you additional manpower like a trainer and team leader to monitor your call center operation.
But, that’s not the only benefit they can give you in the manpower category. Outsourcing to an offshore BPO company also eliminates additional admin work for your back-office.
Meaning you don’t need to hire additional people for recruitment and human resources. In fact, you could actually reduce the number of your in-house workers.
This could be an additional saved amount for the labor fee on top of what you can save due to more affordable pricing of offshore companies.
Moreover, you also don’t have to worry about payroll since the outsourcing company will provide the salary for your virtual assistant.
All you have to do is fulfill the pricing on the contract and they will do the rest for you. More time for you to strategize your marketing and sales plan.
Businesses are now evolving into a more flexible market. As time changes, so do the business models that can secure your company’s future.
Older business strategies are no longer as effective as they were a couple of years ago. This is mostly evident for a start-up business.
Hence, outsourcing your inbound call center could give you security about the future of your business. Your outsourcing partner can analyze your target market and create multiple solutions for your business.
They have enough experience to implement different strategies and check which is most likely effective for your inbound call center operation.
Furthermore, they have the latest technology and software to support your business in the foreseeable future.
When you want to to have an inbound call center outsourcing service, the first thing you have to remember is the quality of the company.
There are tons of BPO companies that can offer you an affordable service. But only few can guarantee a personalized service that will fit for your company.
Not every business is similar. That’s why it is important that your chosen outsourcing can analyze the needs of your organization.
This way, they can determine what kind of business model you need.
This is where InboundCallCenter Philippines is good at. We have industry experts Business Development Managers that can assist you with your outsourcing journey.
You also don’t have to worry about the cost. We will base the call center pricing on the service that you want to avail.
Here are some of the service we offer:
On top of that, we don’t have a minimum requirement for the number of agents. We believe that SMEs should have their own outsourcing team to help them grow further.
Contact us today to get a free 60-minute call center consultation.