Outsourced Chat Agents – The Customer Engagement Professionals
Sometimes outsourcing live chat can be a better option than using elsewhere needed internal resources. That is especially true when the customer support volumes are relatively high and the product or service sold is not especially complicated. In a situation like this outsourcing, chat agents can be a cheaper and a more efficient option than increasing the number of company’s customer support employees.
Outsourced chat personnel can typically answer to approx. 80% of visitor questions with a couple of day’s training which means that only the remaining 20% is left to handle by internal resources. Experienced live chat agents can also manage approximately five chat conversations at the same time which means that they can take care high volumes of incoming live chat requests.
As outsourced chat agents don’t have to take care of any other support channels, they also have the advantage of being able to focus on one task only. That is why many companies already use outsourced resources as the first line of chat agents whose role is to start a conversation with a customer and gently steer the customer forward. Then, and only if and when needed, chats can be directed to internal customer support and sales specialists for additional information and help.
A Hybrid Model – Getting The Most Out Of The Chat Agents
Adopting a model that allows combining different type of resources also has its advantages. For example, if the business requires 24/7 chat service, your support team can take care of the chat service during regular working hours and outsourced chat agents can continue when it is time for your customer support to leave for home.
One great way to use the different type of resources is to give internal and external live chat agents team different responsibilities, e.g. based on product and service categories.
So, as a business owner faster lead generation, efficiency and saving both time and money should sound interesting, right? It can be a whole lot more; it can be a lead generator, a goal measure and a targeting marketing solution. You should keep in mind that the generations who grew up with phones in their hands are the business leaders of tomorrow and expect to have an answer within minutes after sending a request. Calling back a week later won’t necessarily make the impression you were looking for, be there or be square.
