Boat, Mesho, PharmEasy, Cultfit, Groww and Delhivery — companies that have entered the market in the last decade and shaped the way Indian consumer shops. Their new-age marketing strategies, unique digital prowess and accessibility continue to attract digital customers who want to get a product or service of their choice 24X7 and at their preferred location. New-age companies need to enhance their supply chain and expand their presence to gain the trust of consumers and increase their dependability on the products/ services and outperform peers.
Look at Paytm. In India, UPI/ e-payment model means Paytm. Whether you’re at a convenience store or buying fruits from a street vendor, it’s easy to use the application to complete the transaction. As per a survey conducted by Rakuten Insight, over 85 per cent of Indian respondents preferred to use Paytm for e-payments.
Do you think it’s feasible for a product-based firm to scale up this fast while focusing on non-core, administrative processes like customer service? Or did they outsource it to one of the call center companies?
How Call Center Companies Help Streamline Customer Service
As per a report by Gartner, 2/3 of companies now compete primarily based on customer experience – up from only 36% in 2010! It’s a next-gen, digital customer era, in which businesses must create an ever-lasting impact and strive to foster relationships as customers have become more demanding because competitors are now just a click away.
As a growth company, managing customer support can be a daunting task. It’s a unique setup that requires different technologies, expertise, training, and development programs, often complex to set up in a growth-oriented, fast-paced product or service-based company. This is where call center outsourcing helps. An inbound and outbound call center can assist you streamline interactions and build relationships with existing customers, acquire new customers, and scale seamlessly.
But again, it’s not easy to trust a business with the most essential growth driver of your business– customers.
Challenges Startups Face When Choosing a Call Center Partner
1.) You need to carefully evaluate the metrics/ KPIs, or processes followed by the BPO companies. It requires a distinct expertise and skillset as you wouldn’t want to engage with an inefficient call center. After all, it’s about ensuring your customers get the right help when they need it and at the preferred mode of their choice.
2.) It’s important to effectively communicate your business vision, and brand guidelines and carefully position service level agreements (SLA). This can be affected due to language barriers or cultural differences, but nevertheless it’s important to communicate your goals.
3.) Customer data is sensitive. He/ she agreed to share it with you based on an agreement which, under no circumstances, can be violated. You’ve worked hard to gain that trust. You need a partner who can assess sensitive data, including customer’s contact number, address and ensure that there is no risk of data breaches or unauthorized access. You’ve to carefully evaluate outsourcing call center services to ensure better customer engagement.
A Tested Solution for Startups – Partnering with a Call Center
You need a trusted call center outsourcing partner who’s equally invested in your long-term growth. A partner who knows your success is their success and ready to go the extra mile in ensuring the absolute best team and technologies to complement your CX growth.
Here are some tips to help startups choose the right call center partner for their needs:
1.) Evaluate the BPO’s experience and expertise.
2.) Consider their communication and language capabilities (multilingual).
3.) Call center’s infrastructure and technology prowess (global presence and IT team).
4.) Assess security and data privacy measures.
5.) Check for flexibility and scalability (whether they are just an inbound call center, outbound call center or both).
6.) Consider the BPO’s pricing model and contract terms (partnership models).
7.) Discuss their training and monitoring proficiency.
How JindalX helped a startup deliver exceptional CX
India’s first GPS-based ambulance booking platform partnered with JindalX in 2020 during the COVID-19 peak, which also led to recession and affected millions of livelihoods. They became one of the most requested and called online ambulance services in New Delhi, Mumbai, Pune, and Chandigarh. They faced challenges including delayed customer response and being unable to address large volumes of calls promptly. Furthermore, communication between callers and ambulance drivers was also disrupted. Another major concern was the time it took for an ambulance to arrive after someone had called for help.
Upon multiple discussions and analysis, we acknowledged that it would require more care, empathy, and urgency to address panic-struck situations and people experiencing stress and anxiety. We hired a well-spoken group of people who went through different techniques, intelligence tests & training modules and mock drills to get prepared for real-life medical emergency-based calls. And within 6 months of partnership, we improved TAT to 15 mins and reduced the call drop rate drastically and catered to a subscriber base of 30 Lakh people, which is expanding with each passing day. Read more here.
Final thoughts:
In conclusion, outsourcing call center services can provide numerous benefits for startups like proactive and omnichannel customer support, improved customer satisfaction rate, better TAT, cost optimization and flexibility. That said, in the end, you know your business best. You understand your business aspirations, and how you wish to achieve the set targets. A call center partner will be a part of your journey. But the right partner can make or break things for you. Want to know how JindalX can help improve your CX? Connect with us!
