The nationwide shutdown to slow the spread of covid-19 resulted in work-from-home revolution. Even with the ease of the shutdown, most companies are still operating the work-from-home schedule – it appears this new normal favors them more than doing work in the office. It obviously does. Any measure that will help businesses save as much costs as possible in this present crisis is definitely a big plus.
It is now clear that work can be performed from anywhere and just the same way it is performed in massive and lavishly furnished offices. With technology, it is needless commuting to big city centers to work. You can work from just any remote location and even from offshore locations.
In fact, many companies and businesses now look to overseas locations to source highly skilled workers, including semi-skilled workers. In a recent publication, a major BPO company witnessed 5 times rise in the number of inquiries coming from the United States and UK markets. It only shows one thing – business process outsourcing still has a flourishing outlook even in the midst of the pandemic.
The CX (Customer Experience) Aspect of Customer Service is Still Better Handled by Professional Customer Service Reps
While chatbots and other technological apps have replaced some customer service tasks such as answering simple queries, difficult queries are better handled by real humans. Also, effective management of CX can be accomplished by professional customer reps instead of technological tools.
Customer experience is not something to be handled with levity. It represents the entire contact that a customer has with a brand. It entails managing a customer – from the product/service offered, to getting the customer to come back, become loyal, and retained ultimately.
These whole phrases are so important to any business and can’t be properly managed by some tech tools. A professional human’s touch is required to make sure the chances of winning a customer completely are not lost.
So, the beauty of it all is that these customer service professionals can work from anywhere in the world to get these tasks done just as though they are offering it from a brand’s business office. Besides, it saves huge costs to perform office functions with an outsourcing model.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams