Do you have a call centre in South Africa? Or perhaps you’re considering outsourcing your call centre services in South Africa. Any business owner or manager knows that there would be no business if there were no customers. Happy customers are the key to business success. What communication methods do you have in place for your customers or clients to get in touch? Are you tracking the response and customer satisfaction? Is there a lack of customer service that’s causing a loss of customer retention?

Depending on your business niche or consumer type, having a call centre service could be the answer you need for your journey to success.

At Mango5, we understand the importance and impact that call centres have in the business industry. We want to help you determine a few successful call centre strategies to incorporate into your business.

Provide customers with multiple support options

One of the great things about outsourcing is that BPO outsourcing providers have access to leading technology and the latest software. Therefore, you are able to provide customers with multiple high-quality support options; webchat, support calls, ticketing systems, and email support are a few examples.

Call recording

Another benefit of incorporating call centre solutions in your business is recording the calls. With call recording, trained professionals can analyze the data and scripts and propose an improvement plan.

Every customer interaction is a chance for your business to learn and grow. Employees can also use this data to compile customer data which is very useful. Keeping data and recorded calls can also be used as verbal communication evidence which would come in handy should you ever end up in a court situation.

Experienced and trained professionals

Outsourcing providers have some of the industry’s best, most well-trained and experienced employees. Mango5 employees consist of professionals with a large talent pool and clear, neutral accents. This means you can be assured that your customers and clients won’t have a hard time understanding the speaker they’re in contact with.

Our experts also have access to and experience with using the latest and advanced technology. So, as a business owner, you don’t have to worry about training your in-house staff or buying the required tech.

Monitor key performance indicators

Key performance indicators, or KPIs, are the indicators of measuring performance progress toward your goals and targets. Monitoring and tracking this data can help you to determine where your call centre is lacking. 

There are a few KPIs to consider monitoring in your call centre solutions. Discuss with your team and call centre managers what makes the most sense to focus on.

Quality assurance

By outsourcing your call centre services, you can rest assured that your customers will be greeted with high-quality service.

Trying to run a full call centre operation from your office is not exactly ideal. Not only is it quite expensive, but it’s also incredibly time-consuming. If you are ready to incorporate call centre services into your business, we recommend outsourcing.

Conclusion

Incorporating outsourced call centre solutions into your business can work wonders for your business’s success. As we know, there is no business if there are no customers & clients. 

Your customer service should be at the top of your priorities. If you currently do not have any call centre operations, we highly recommend outsourcing your call centre today!

Pop your details in our contact form and Mango5 will contact you to discuss your requirements.