Advantages of Technical Support Call Center Services in Michigan

Posted by John Mathew on March 21st, 2017

Business owners are always on the lookout for better and newer ways to diminish the costs of running their operations to boost profitability. As far as MNCs (Multinational Companies) are concerned, one thing that has proved to be a unfailing weapon in their arsenal is outsourcing. This business model has benefited worldwide business owners to cut the company expenses by vast amounts and thereby boosted their profits significantly. In India alone, considered to be the birthplace and hub of outsourcing, as of 2012, around 2.8 million people were working in the outsourcing sector. Annual revenues are around billion,around 1% of GDP.

This brings us to the main question of ‘why outsource?’ which needs a detailed answer to correctly put it in perspective. For instance, an Outbound call center in Michigan would help many companies reduce costs, improve customer service and dramatically increase the ROI. Their corporate head office can be located anywhere in the world, but the customer representatives will be located in Michigan that will require much less investment to run the customer service operations. The major benefits of outsourcing include the following:

-Allows your management team to focus on your “core” competency.

-Reduces the cost of operating your department (often by at least 30%). Coming back to the earlier example, in Michigan, technical support call center of a telecommunications company will provide complete assistance to the customers of the company while strictly adhering to the guidelines and rules and regulations of the parent company. The call center will be operated by an outsourcing services company leaving the parent company completely free to focus in their core business.

-Provides consistent reliable high quality customer experience (put an end to high abandon rates and unacceptable speed-to-answer metrics)

-Allows the company to benefit from the experience of the call center with similar clients. Eliminates the stress of recruiting, hiring, training and managing employees (especially important for start-up companies and companies experiencing rapid growth)

-Faster ramp-up, launch and roll-out of new programs.

How does technical support call center services benefit you ?

-Higher customer satisfaction for both Tier 1 and Tier 2 support calls.

-Online reporting so that you always have access to “key”? support metrics such as top 10/20 issues by product/brand, 1st call problem resolution, inbound service level, year-over-year trend lines, etc.

-Improved product feedback for your engineering team, manufacturing team and other departments.

-Lower cost versus an in-house support organization, thus giving you more freedom to improve your product quality.