Chat Support Process Outsourcing to SixEleven
Readily assisting your customers with their questions and concerns is an important part of keeping their loyalty. But this can be difficult if you’re a medium to large company because of the volume of chats you receive. If you’re having trouble answering all of your customer’s messages, you may need to look into chat support process outsourcing, doing this can give your team the freedom to focus on more important aspects of your business.
Outsourcing your company’s live chat services to a call center can also ensure that a BPO live chat agent is always ready to assist, giving your customer service the boost it needs to successfully serve and retain your clients.
Partnering with an agency can give you access to highly trained individuals who are ready to help your company succeed. If you’re looking to learn more about what it’s like to outsource your live chat services to a BPO, you can know more about this here.
What is Chat Support Process Outsourcing?
Customer satisfaction is one of the things that most businesses strive to attain. Many studies have shown that loyal customers spend more than new ones. It’s also much more cost effective to retain customers rather than attract new ones.
One way to keep maintain your client base is to address their concerns ASAP. Quick communication turnaround can make your clients feel valued. In fact, many large companies outsource their chat support processes to a third-party provider to give their customers this feeling.
With a BPO in your team, you’ll have a group that’s dedicated to caring for your customers and providing them with an impressive experience with your company.
Why Should I Outsource Chat Support Processes?
Outsourcing your company’s live chat services are an investment for those looking to automate their customer service workflow. It can also lower your operating costs while increasing your bottom line.
In this section, we dive into the benefits of outsourcing your chat support processes.
Improved Customer Turnaround Times
Customers expect brands to respond to their queries as soon as possible. If a company is unable to provide an answer for its client, it can lead to a dip in customer satisfaction.
When you outsource live chat support services to a dedicated BPO agency, you can rest easy knowing that someone is ready to assist your clients, no matter the time of day.
Personalized Customer Experience
Not all customers are the same, some may require a little more help than a templated message can give. Partnering with an outsourcing company can give you the personnel you need to give that extra layer of care to your clients. From using the customer’s name multiple times through the messages to helping them with their concerns and complaints, your call center agents have got you covered.
Increased Customer Retention
When you have a dedicated agency answering your client’s queries, you minimize the friction of transactions with your business. This can lead to a better overall experience with your company, which can lead to higher customer retention.
Enhanced Workflow
Delegating customer service to a BPO can be a great way to free up the headspace of your core team. This can give you and your staff the mental bandwidth to focus on more important tasks for your business thus, improving your workflow.
Lower Operating Costs
BPO agencies can help companies scale their operations according to their needs. When an outsourcing company quotes you a price for their services, that’s all you need to pay. You won’t need to think about overhead, personnel benefits, or insurance.
What Chat Support Processes Can I Outsource?
Live Chat
Responding to chats on your social media channels or website is something that you can delegate to an outsourcing company. This helps your team stay on top of any customer concerns and it makes your clients feel like there’s always someone ready to assist them.
Email Support
Email support services will often take 24 to 48 hours before a response is elicited. Anything above this and your clients may already feel like they’re neglected. By having a third-party provider take care of your emails, your company can help your clients faster while reducing turnaround time.
Partner with a Dedicated Chat Support Processes BPO
Outsourcing your live chat services to a dedicated provider can give your company a boost in customer satisfaction and retention. However, you may be surprised that not every BPO is equipped to give your company the live chat services that you need.
It could be because the company doesn’t have the manpower, equipment, or knowledge to deal with a business from your industry. What’s worse is that these realizations can come months into the contract when you’ve started to notice losses in customers and profit.
To avoid this, you’ll want to find a company that has years of experience helping businesses with their live chat services, like SixEleven.
At SixEleven, we invest in our personnel and equipment to ensure that our clients are receiving the best service possible. Our commitment is to always care for your customers so you can focus on growing your business.
Contact us today and see how we can take care of your clients through our live chat support processes.
Why Six Eleven?
History honed us to who we are today. A team with solid focus – “Exceeding client and customer expectations by maximizing workforce potential to deliver high revenue and satisfaction rates.”
Innovation & Analytics
We combine the skills of our agents with the latest technology for a smoother, more efficient transaction.
Ability to scale
We can help you scale employees more depending on the demand of your tasks.
Stability
Secured cloud backups and encryptions are prepared for your accounts to ensure continuity of operations.
Continuous improvement
We constantly train staff and motivate them to upskill to keep up with the needs of the industry.
Operational excellence
We make sure your employees operate on a high degree of compliance for your business.
Loyalty
We value our clients’ trust and maintain a long-term partnership with them.
5 Steps Easy Deployment
From dedicated SEO strategists to creative web designers, we have the people who can plan and execute the right plan for your company.
1. Client's Job Recruitment
The company ensures the quality of services it offers will align to the client's standards and requirements.
2. Tailor Fit Hiring
Agents were assessed thoroughly to ensure that they match and fit the client's standards perfectly.
3. Easy System Integration
Our IT team is equipped with all the tools needed by each client.
4. Training
All agents will undergo a minimum of 2 weeks training regarding the clients project. This period shall be non-billable and free.
5. Production
As part of the Company's management, Team Leader and Program Managers will be in-charge in managing and coaching the agents to be productive and perform well.
Most Popular Questions
1. Is 611 open to guaranteeing a Service Level Agreement (SLA)?
Yes we are. At the onset, most people try to settle on pricing and terms. Once this is agreed upon in principle, we can work more on a more defined SLA for your program. This could range from number of sales, percentage of conversions, service uptime, drop call ratio and so on depending on the clients business. This negotiated SLA can be added to the contract and a compliance rate of 90 percent or more is expected.
2. Where is 611 located or where will my program be placed?
611 currently has three offices. Our main office is located in Davao City. Our expansion office is located in General Santos City. Our 3rd office in Davao Mabini. The choice where to place a particular program largely depends on the type of program and the skill set present in the talent pool of the existing office when the program is signed or depending on client preference.
611 currently has three offices. Our main office is located in Davao City. Our expansion office is located in General Santos City. Our 3rd office in Davao Mabini. The choice where to place a particular program largely depends on the type of program and the skill set present in the talent pool of the existing office when the program is signed or depending on client preference.
5. What redundancies are in place?
All our computers and servers are backed up by industrial ups with a capacity of 30 minutes or more depending on load. We also have a backup onsite generator to protect against power outages. We have 3 ISP lines with the top 3 Telco providers in the Philippines w more than 200mb of dedicated 1:1 ratio Internet capacity per site.
4. Do you have a disaster recovery plan?
We operate in 3 geographically different offices strategically located in segments. It is about a 2-hour drive from each facility to the next. We don’t oversell our capacity and always maintain an allowance for overflow. Thus in an event of a major disaster, calamity, or equipment failure, we have readily available capacity at proximity to be able to transit agents in and out during a “recovery” situation.
3. Do you do background checks on employees?
We have a third party agency duly accredited by the Philippine government who conducts such on behalf of our company. This assures that the check done is both independent and reliable. Furthermore, every employee is required to submit an NBI (National Bureau of Investigation) clearance before they are accepted towards our company to certify that they do not have any existing civil or legal encumbrances.
6. What is your approach to keeping employee morale high?
We have a lot of initiatives to engage our people. We offer them free meals daily so they avoid skipping meals. We offer them HMO (health card) so they are covered in case of any medical needs. We also have several different activities in our office ranging from team activities, developmental training and also team building and bonding activities. Please see our company’s Facebook page for some samples: https://www.facebook.com/SixElevenGlobalServices/
7. Do you do performance reviews?
We normally have a weekly commission scheme for our reps, this is to reward and acknowledge exemplary performance for the week and do a mini-performance review w each representative. We also do performance reviews every quarter to assess the growth and progress of agents and equally compensate them for such if it merits such.
8. Do you allow client visits or audits?
We have an open-door policy with all our clients. They are welcome to visit us anytime at any frequency to conduct audits, training or just plain checking. We encourage such visitations, we want to establish client confidence and also build a relationship so we are open. Clients can also do audits anytime they prefer w agents but as far as network infrastructure goes, it has to be duly scheduled to avoid any possible service disruptions towards other clients.
9. What are the security measures in place to protect the employee and also the client’s areas?
All our employees have to pass through a fingerprint authenticated turnstile system before they can enter our facility, and we also added physical barriers and door authentication software. Other systems may be added upon client request to control and regulate specific areas to make it dedicated. Further, all areas are monitored by CCTV cameras and we keep video logs of all activities for up to six months or longer upon client request.
10. What are the data security measures in place?
We are duly attested and certified as a PCI compliant organization. We follow best practices as mandated by the PCI council. We follow the password string parameter, idle boot time, also password changing every certain interval. We have a strict policy of people needing to use their credentials as this can be traced in case there is any illegal activity.
11. Can 611 ramp up fast in case there is a high call volume?
We do several non-committal projects. Outbound sales, SEO, Back office, etc. We have a pool of people we can always tap just in case there is an anticipated major overflow because of certain holiday’s or occasions. We just need to be given sufficient notice to cross-train and prepare people at no extra cost to the client, we only bill during live hours and not during training.
