Outsourced IT Support Helps Bring Consistent Revenue Stream

Summary: Inbound call center services are quintessential for successful operations of any e-commerce operations. Outsourced IT support is mission critical for achieving the kind of customer engagement which is much needed to keep on bringing back the client to the brand again and again. Bilingual call centers have the capacity to achieve these twin objectives with great effect over a long period of time and help the brand to keep on generating revenue.

E-commerce operations world over are all about customer centricity and client engagement of the highest caliber. Inbound call center services has been utilized by the e-commerce companies globally to provide for superior client engagement experience. Outsourced IT support happens to be a part of this spectrum of service offerings only. The need for outsourced IT support was first felt when it was earmarked at an important but non-core function for successfully executing e-commerce operations globally. Customers get the choice of interacting with the inbound call center services team round the year through multiple channels. By multiple channels it is meant that as a customer you can reach out to the brand by using phone or chat or event mail. Short messaging service can also be used successfully to great effect and achieves the objective in a meaningful manner.

Let us first of all try and understand as to why Outsourced IT support is necessary for running smooth operations for any consumer facing Internet Company brand? Information Technology support in short is the function where in any customer who has bought some sort of technical gadget using an e-commerce platform and is finding any issues related to installation of the gadget, can call up the help desk and a well-trained customer support executive can immediately look into such service request and can offer advise over the phone. This advice can also be provided over a voice or a video chat in some cases depending upon the complexity and urgency of the request at hand. If the support center happens to be a part of bilingual call centers help desk then the customer also gets the opportunity of interacting with the brand in a language of their own preference. For instance if Spanish is being provided for as a language option then the customer to choose to interact with the customer help in Spanish along with the normally available option of English.

Spanish call center is primarily meant and formed to fulfil this particular gap in the market. Spanish call center is capable of giving the customer the option of choosing between English and Spanish as the language of choice while engaging with the customer support help desk executive who is manning the outsourced IT support help desk for the company. Here by company the author means the e-commerce brand from whom the customer has bought the sophisticated electronic gadget. Normally when a person has got Spanish as their mother tongue, he or she is not quite fluent with the English language. They generally tend to find conversing in English a tad too difficult as they are not able to express themselves quite properly in any other language apart from Spanish.

English does not carry the same weightage for them as Spanish does and once they get the choice of inbound call center services who is able to interact with them in their mother tongue which usually is the case with Spanish call center, the flow of communication and the information flow increases significantly. The net impact of having bilingual call centers is felt in the endeavor of client engagement and customer reach out campaigns taste a higher degree of success and alacrity. There has to be a good level of awareness which needs to be shown by the management team which is handling all customer calls. They need to very well trained on the standard operating procedures and technical nuances of all appliances and gadgets being sold by any e-commerce website. If the level of awareness is not top notch and they are not displaying dexterity while interacting with the customer brand, you will that more often than not the customer starts displaying lot of irritation and feels cheated by the brand. Such a customer not only immediately disassociates with the brand but becomes instrumental in spreading negative word of mouth regarding the brand with whom so ever who cares to listen.

In today’s era when everyone is connected with everyone through social media platforms like Facebook or LinkedIn, bad publicity travels faster than good publicity. One small post here and there has the capacity to go viral at a moment’s notice. Time of the day and the geography where such posting is being done is no longer important. The world is changing around us. Even a third world developing country like India is now boasting of one of the fastest internet speed in the world. Hence there is no significant road block to stem the spread of bad publicity. Inbound call center services while working in close association and tandem with outsourced IT support can act as being instrumental in the creation and spreading of positive world of mouth for the e-commerce brand. Something which could have acted as a deterrent for the brand all of a sudden becomes something of immense strength and support just because bilingual call centers got introduced in the system. This is the primary reason why Spanish call center have been finding favor with the internet company operators globally as they become instrumental in becoming revenue drivers for the system.