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Outsourcing Live Chat Support: What You Need to Consider

Outsourcing a support agent

Live chat support can help augment your business’ existing customer service channels and increase sales. It lets a representative respond to queries in real time and talk to multiple website visitors at once, unlike with calls. Despite the seeming simplicity of this channel, however, it requires a specific skill set. It also necessitates the availability of representatives who need to be on stand by for spontaneous chat requests. Needless to say, proper implementation of live chat support may make it necessary for you to outsource to a service provider.

The Philippines is a globally renowned offshore destination for voice services and other forms of customer support. Live chat is just one of many processes that local business process outsourcing companies can offer competently.

Here are a few things to consider when outsourcing live chat support to the Philippines:

Goals

Determine your business goals. Would you like to improve customer experience, generate more sales, retain customers, or all three? Communicate these goals to the service provider. Give specific and measurable standards, especially if your goals revolve around increasing sales.

Language

Filipino agents can be expected to have a good grasp of the English language because it’s the primary medium of instruction in schools. It’s also possible to find native English speakers in the country, particularly among Filipino-American or Filipino-Canadian populace. There are also a number of agents in the country who studied foreign languages such as Mandarin, French, German or Spanish in at the tertiary level.

Location

There are a number of outsourcing hubs, not just in Manila, but in major cities such Cebu, Davao and Baguio. The cost of living is generally lower outside of the capital, and clients who outsource to these areas can cut back on expenses more drastically. However, Manila is the most accessible city for international flights, which means it’s the better option if you intend to make frequent on-site visits.

Expertise

Choose a service provider that specializes in customer support and sales, if you intend to deploy live chat support to make more website conversions. Get a referral from another business that has outsourcing experience with Filipino companies, if possible. Such companies can be expected to know and apply best practices when it comes to live chat support.

Attrition

Outsourcing companies focused on profit margins may not be the most ideal partner. It’s necessary to find a service provider with a low attrition rate.  Service providers whose agents resign or go AWOL frequently may be unable to maintain he continuity of your account’s operations, making it less likely for you to meet business targets.

Outsourcing live chat support to the Philippines can be highly beneficial in terms of helping you achieve business goals without having to make a substantial investment or piling on more in-house work. It lets you take advantage of live chat’s idiosyncrasies as a customer support channel and gain an edge over the competition.

You can improve your support and sales channels thru a live chat partner: contact us.

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