The Key Benefits of e-Commerce Customer Care Outsourcing — Reaching a New League in the Ever-More-Competitive Market

As a result of the COVID-19 pandemic, it is becoming more evident that there is a need for startups, small, medium, and large businesses, and corporations to expand the reach of their brands’ recognition to a more dynamic audience of consumers via the means of outsourcing. The new era of commerce — that is eCommerce — is booming; now is the time to take advantage of this new industrial movement so that providers of products/services can get on top of the competition. Callnovo International is 100% committed to providing industries the necessary state-of-the-art tools to grow and to successfully become conglomerates in the worldwide industrial market.

“Outsourcing” — that is, the idea of utilizing an external 3rd party to perform functions of a 1st party’s business — is an antique idea despite the fact that it is clearly becoming a vital function in today’s commerce and e-Commerce needs. Some of the oldest records that we have of the concept of outsourcing is from the late 19th Century when ship crews would receive outsourced crewmen with certain skills at a cheaper price so that crews could do their work more efficiently and not have to pay their crewman so much; likewise, during this time period, India was an outsourcing destination for the British textile industry’s supplies — while India also shipped the raw material used for clippers ships sails to Scotland for the manufacturing of the ships’ sails. During the 20th Century, Great Britain outsourced their legal and accounting services to take advantage of the case-law system; under this system, cases were required to be solved by qualified specialists who had already successfully solved similar cases and had a notable track record — meaning that specialists could broaden their consulting options and eventually become outsourcing law firms. As a result, Great Britain became very successful, even forming what is called “The Big Four” — the largest, most successful professional service networks in the world, consisting of the enterprises, Deloitte Touche Tohmatsu Limited, Ernst & Young Global Limited, KPMG International Limited, and PricewaterhouseCoopers. Also during the 20th Century, General Motors found a way out of bankruptcy through the outsourcing efforts of Alfred P. Sloan Jr. who took over GM during the year of 1921; not only did GM evade the dangers of bankruptcy — but, it also got ahead in competition versus the Ford Motor Company.

As early as the 19th Century, we have seen that outsourcing has brought grand success to many different industrial businesses — a type of success that industries couldn’t have ever dreamed of; outsourcing has evolved in many different ways and — because of the COVID-19 pandemic — has shown to provide businesses and corporations many different advantages — especially when it comes to eCommerce customer care outsourcing. A boom of eCommerce is changing the way that consumers purchase their products/services online as a result of the pandemic — we notice that e-Commerce customer care outsourcing is a highly-demanded service; by outsourcing this type of customer care, every startup, business, and corporation can take advantage of the following:

• Save Money and Resources — by outsourcing eCommerce customer care support, industries are able to save money and resources the following way (non-extensive): (1) they are able to save on the costs that they would pay for hiring onboard client service staff, (2) they are able to save the time needed to develop and complete projects by allowing more efficient and effective offshore and offsite professionals to take over these projects at a cut of the cost, (3) they are able to save costs on infrastructure development by allowing professionals offshore and offsite professionals to make the necessary infrastructural changes at a cut of the cost that industries would spend to do such work onsite, and (4) they are able to save on in-house training and recruitment costs since offshore and offsite partners already have the right professionals needed to take care of all the outsourcing business’/corporations’ needs.
• Higher Level of Effectiveness — outsourcing customer service allows customer care professionals to provide more efficient client-consumer solutions since these professionals share a higher level of expertise and also specialize in this area of client-consumer relations.
• 24-hour Customer Care Accessibility — outsourcing is a highly-effective means of providing consumers the customer service that they need at the time that they need it since customer care professionals are available 24 hours a day and 7 days a week; this is a major advantage since onsite businesses do not have staff that work ‘round the clock and can ensure that consumers do not have to wait for their needs to be met.
• Natural Disaster and Risk Management — by outsourcing customer care, startups, small, medium, and large businesses, and corporations can minimize the risk of not being able to provide customer service during times where there may be a natural disaster, technical crisis, or market fluctuation issue; if issues like this arise, industrial clients can be assured that offshore and offsite professionals will be available when consumers need them to provide solutions to all their consumer issues — also bringing businesses/corporations back on track as a hidden — but very important — benefit.
• Mitigation of Work Force Fluctuation — at times where there may be fluctuation in the work force of onsite businesses/corporations, there is the assurance that customer service professionals will be available to take care of consumer issues at any time — even during holiday seasons and festivities.

By taking advantage of e-Commerce customer care outsourcing, it is 100% guaranteed that startups can become successful small businesses with a vision for the future, medium and large businesses can become seasoned corporations that play in the big leagues, and corporations can become conglomerates that appreciate having the world at their footsteps as they focus on continuing to sell to consumers the security and peace of mind that comes from using their tried and trusted products/services. Callnovo International — an international leader in e-Commerce customer care with more than 40 years of industrial experience and more than 15 years as an outsourced eCommerce multilingual call center and virtual assistant — is 100% committed to providing every industry’s variety of businesses/corporations the state-of-the-art tools and customer care specialists needed for their outsourcing needs. We pride ourselves in providing very competitive cost savings — choosing to uphold to what is called the “work from home initiative” (WFH); by doing so, we as an outsourcing entity can reduce a business’ overhead, cut office costs — such as electricity, heating, and cooling — and, also reduce real estate needs — without running the risk of compromising our CSRs’ quality of customer service. Furthermore, we at Callnovo International save our outsourced businesses and corporations money by screening and hiring independent CSRs without the need for extra dedicated team leaders, Q&A, or managers; we use shared team leaders, Q&A, and managers at no extra cost to the client. In addition to our competitive costs, we likewise are known for the following:

1. We have strategically-placed offices in more than six countries and in more than ten sites throughout the world; our entire staff not only dynamically provides successfully-effective solutions in over 35 languages worldwide — but, our staff overall handles more than 1,000 clients. We are thankful for our worldwide coverage because it allows us the opportunity to provide superb customer care at any time during the day — regardless of the time zone; all clients can have piece of mind knowing that we have highly skilled offshore and offsite professionals that are available to provide consumers the key solutions that they need for all of their customer service needs — whenever they need them — since providing consumers a highly satisfactory customer service experience is our upmost priority.
2. We use the most state-of-the-art technology which ensures that each one of our customer care representatives (CSRs) can efficiently and effectively provide the quickest and most consumer-convenient solutions for every and all issues that consumers may have; the benefit of this is that clients do not need to invest in us since we already have the necessary resources to help clients in their various needs. By investing in our clients first, we can ensure that no client has to pay high-cost software license fees giving them the advantage and privilege of freely enjoying all the advance features of modern cloud-based call center technology without any extra cost. One of the platforms that we use is Customer Relationship Management (CRM) — the most up-to-date standard in client-consumer relations. CRM is the fastest growing and most widely used system available and prides itself in giving CSRs a complete overview of every consumer during the entire life-cycle of their interactions with each CSR; CSRs can collaborate with each other in multiple CSR accounts as well as with their clients’ staff. In addition to this, CSRs can see each consumer’s history, the status of each consumer’s issue, each consumer’s social media activity (if applicable), campaign and lead information (if applicable), and more. The system is so beneficial that it can move businesses forward in shifting them from just being productive to being inherently consumer-centered; this not only ensures that consumer needs are met — but also ensures that businesses actively grow. Furthermore, one of the best perks that the system provides is the ability to manage issues across the different communication channels (phone call, live chat, e-mail, social media, etcetera) without losing track of the issues; being able to connect many functions and those that utilize them on one platform is pricelessly valuable for delivering vitally important experiences in a connected way.
3. As an ISO 9001-certified outsourced eCommerce call center, we uphold the highest quality of integrity when it comes to client-consumer based solutions, proving that our clients can confide in us completely. For clients, we offer the security of a perfect collaboration experience with a personal touch to our services by emphasizing excellent results, promoting the highest ethics in our many services, and also by maintaining transparency in our operations and communication — all to the end that our clients can be assured of how extremely important their businesses are to us. On the consumer side of things, we utilize quality control specialists who analyze the CSR-consumer interactions in such a way that they can ensure that very high-level language skills are used and that proper customer care is provided. Quality control specialists conduct at least two checks per week per agent to see how each CSR is doing with their customers; if needed, soft-skill training is provided — as well as recommendations on how CSRs can improve their communication. In addition to this, quality control specialists are assigned to any CSR who experiences difficulties in speaking or understanding a language; this is to ensure that CSRs can improve their language skills.
4. Regardless of a client’s short and long-term goals, we at Callnovo International provide it all: (1) If a client has the need to cross-sell/up-sell to consumers or to win consumers back, we not only have the right professionals for Inbound/Outbound B2B and B2C Sales — but, we always collaborate with clients directly to design the most optimal strategies so that they may fulfill their marketing and sales team objectives; our professionals know how to use their cultivated industrial skills and experience to maximize on the sales closing rate — and, they also are flexible to match clients’ needs. (2) If a client is looking for a professional outsourced multi-channel customer service contact center provider that can provide telephone-based, e-mail-based, social-media-based or live-chat-based customer service that has global coverage and multilingual capability, then they don’t have to look any further than our eCommerce center; Callnovo International’s client success manager is 100% committed to taking care of all global multilingual customer service responsibilities as well as each detail of the entire process of outsourced operations — including: the obtaining of client toll-free 1–800 numbers, the designing and recording of professional interactive voice responses (IVRs), the configuration of all telephone systems and CRM settings, the recruitment, interview, testing, and training of all CSRs, quality assurance, communications, follow-ups, operation feedback, the organization of meetings, recording and monitoring — plus a lot more. In addition to the above, Callnovo’s information technology (IT) team uses leading cloud communication and CRM platforms to cater to clients’ specific requirements; likewise the IT team handles ticket management, phone recordings, SMS messaging, social media, Amazon Sellers, and Shopify Sellers, as well as advanced reporting and other functions in one perfectly integrated platform.

We likewise also provide technical support, market survey and lead generation needs, and social media management — all of this and the above in one multi-talented customer care center; regardless of a client’s needs, we have what it takes to take them to new heights so that they may meet and break the competition, securing their influence on the global market and helping them to not only retain consumers — but to also bring in strong revenue.

Please note: if this article has intrigued you in some way, please visit us at the following link for more info. on how we can help your business or corporation rise above the competition by providing for you the tools that you need to increase profit margins and to also provide for your consumers a more personal customer service experience: https://callnovo.com/outsourced-multilingual-call-center/