How outsourcing to a call center helps online communities

OABPO Blog Team Published on April 16, 2014

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It is common for brick-and-mortar businesses to subcontract outsourcing firms to handle their customers’ product-related concerns. Outsourcing call center services proves to be a wise business decision for these companies, especially if they don t have an online presence.

In contrast, voice-based solutions seem to be unnecessary for web-based businesses because any customer queries could be answered by the resources available on the website itself. Typically, they have FAQ pages and other self-help options that website members could access without needing to get in touch with the online community’s representative. What many may not know, however, is that certain web services could highly benefit from call center solutions.

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Here are some of the ways businesses can benefit from outsourcing contact center services:

Account set up

Setting up an account for an online community or e-commerce website could be tricky for some people, especially the elderly. Moreover, there are other sites that require sensitive information or live verification from people who want to sign up. Voice representatives can assist users in setting up their online account by giving live instructions or verification codes over the phone.

Subscriptions and online purchases

An online survey by Harris Interactive revealed most consumers are not comfortable about giving credit card information on the Internet. For some, any transaction that involves divulging contact details is safer if conducted over the phone. Thus, websites that provide customers phone assistance have higher trust ratings.

Multilingual customer care

Massive online communities with members from all over the world should make their website available in other languages. Otherwise, foreign users may have a hard time navigating through the site and understanding community rules. Outsourcing to a call center with multilingual services can come as a solution, as users can simply dial the helpline for clarifications and other forms of assistance.

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