The number of mobile users worldwide continue to grow as mobile phones became an essential daily tool rather than a luxury.
By 2019, the number of cellular phone users internationally is expected to hit the five billion mark, the market research company Statista stated. This means to say that about two-thirds of the world’s population will soon own a phone.
The unceasing popularity of smartphones accounts for this upward trend in the mobile industry. Similarly, the Director General of the GSMA Mats Granryd elaborated the importance of the mobile as follows:
“Today, mobile is a truly global platform, delivering connectivity and, perhaps more importantly, social and economic opportunities to citizens in all corners of the world. This massive reach allows the mobile industry to be a key player in delivering global incentives such as the UN’s Sustainable Development Goals.”
Because of this upward trend, what comes next is the growing demand for a better technical support that will assist customers in troubleshooting their gadgets or addressing other tech-related concerns.
Technical support outsourcing: A must, not a want
Mobile companies receive countless calls each day from customers who experience problems regarding their mobile data subscriptions, usage plans, and network connections. Sometimes, what’s on the manual isn’t the answer that can help customers.
While there are many online self-service tools available today, it still can’t beat the power of personal and human-to-human communication. A real person can explain the process step-by-step and even simplify it for the benefit of the mobile user. A self-service tool, on the other hand, it still limited to what was inputted into its system.
Because of the need for human assistance, mobile companies are better off if they will enter into the world of technical support outsourcing. Not only will it help them provide excellent support, it can also benefit them through a number of ways.
Why technical support outsourcing?
If mobile companies can establish their own team of technical support representatives, why should they try the so-called technical support outsourcing? What are the advantages of outsourcing technical support?
Simply put, technical support outsourcing is a service provided by most business process outsourcing companies which deal with customer concerns regarding their gadgets and such.
To answer the question posted above, mobile companies can significantly benefit from outsourcing their technical support team instead of hiring in-house reps because of its cost-effectiveness. While services provided by an outsourced team is cheaper, mobile companies can be assured that the quality of service delivered to their users is first-rate.
Technical support representatives from a BPO company underwent in rigorous screening, interview, training, and quality assurance procedures. To determine the level they should be in, BPO companies also assess their technical knowledge.
By giving mobile users the type of support they need through the help of knowledgeable technical support representatives, the user experience rate will significantly improve.
Mobile companies can also leverage its outsourced technical support team by integrating up-selling and cross-selling efforts along the process. BPO companies can teach their agents to look for opportunities to maximize each transaction with a customer. With this strategy combined with positive customer experience, mobile companies can expect a significant improvement in their revenue.
To achieve success, mobile companies should always put their customers first — their needs and desires — as consumers are the reason why the industry grew this big.
Customer Service Philippines: A cut above the rest
The Philippine BPO industry remains as the top in the world because of its quality talents, lower labor costs, and strategic location. It is the home to top IT professionals who can impart their knowledge to customers who need their help. When it comes to technical support, outsourcing to the Philippines surely is the best choice.
Got a hard time handling huge volumes of callers? Outsource your technical support now! Contact us today for more details.
