24/7 customer care services that only a contact center can provide

Providing excellent customer service is crucial to the success of any business. Technology has made people’s lives easier but, in return, it has made them more demanding and less patient. These new generations expect 24/7 customer care services to satisfy their needs and, if they don’t get it, they are ready to go with the competition that offers it.

However, not all companies have the capacity to hire a team that provides this service uninterruptedly. Therefore, one of the most effective ways to guarantee this is through a contact center that provides 24/7 customer service.

Why is it better to hire a 24/7 contact center?

A BPO contact center is a service platform dedicated to managing all interactions between the company that hires it and its customers. Since its business is focused solely on providing these services, it can manage workloads; even 24 hours a day, 7 days a week. This type of contact center not only handles customer inquiries, but also offers ongoing support through multiple channels, such as phone, email, live chat, social media and more.

Benefits of hiring a 24/7 customer care services with a contact center

Continuous availability for customers

The main advantage of a 24/7 customer service contact center is continuous availability. As we mentioned at the beginning, the new impatient generations seek attention regardless of the time or day. This is especially true for services that require urgent attention, such as insurance agencies, health services or telecommunications. A contact center that operates 24 hours a day fosters a positive image of the company as accessible and responsive.

Improved customer satisfaction

Customer satisfaction is a crucial factor in customer loyalty and retention. By offering constant support, you are demonstrating to your customers that you value their time and are willing to resolve their problems quickly and efficiently.

Increased operational efficiency

By hiring an external contact center to manage customer care, you can improve your company’s operational efficiency. While creating an in-house customer service area can be risky and costly, professional BPO contact centers have specialized equipment and advanced technologies to handle large volumes of interactions, allowing your company to focus on its core business. This optimizes internal processes and also reduces the workload of internal staff.

Access to the latest technologies and practices

Modern call centers have all the expertise to hire the most qualified personnel. Their human resources and training areas know how and where to hire the ideal personnel to cover the number of positions your company requires and to be able to control the number of positions as needed. In addition, they are equipped with advanced technologies that facilitate the management of customer interactions. This includes data analysis software, process automation tools and artificial intelligence solutions. These technologies enable efficient tracking of customer requests, collection of valuable data and implementation of improvements based on trend analysis.

Cost reduction

While it may seem that hiring a 24/7 call center is a considerable investment, it can actually lead to cost reduction. Outsourcing customer service eliminates the need to invest in infrastructure, technology and in-house staff training. In addition, it allows your company to save on operating costs, since the contact center handles all aspects of customer care. In addition, as mentioned before, outsourcing this type of service allows companies to increase or reduce the number of seats as the need for customer service grows (such as holiday seasons for companies selling luxury goods or vacation seasons for travel agencies) and reduce them when required.

Services offered by our 24/7 contact center

A 24/7 customer care call center like CallFasst also provides a range of services designed to meet all of your customers’ needs. These services include:

• Technical support: Contact centers provide ongoing technical assistance to resolve product or service-related problems, offering fast and effective solutions to maintain customer satisfaction.
• Complaint management: Contact centers manage and resolve customer complaints, ensuring that complaints are handled professionally and efficiently.
• Telemarketing and sales support: In addition to cold calls to offer product and service sales, they also provide assistance in the purchasing process, help customers select products, answer questions about pricing and availability, and facilitate the buying process.
• Gathering feedback: They can conduct surveys and collect customer comments to improve products and services, providing valuable data for developing business strategies.
• Live chat and social media management: Call centers as we know them have evolved, now also handling interactions through live chat and social media, offering instant support and managing queries and comments on digital platforms.

How to choose the right contact center for your business

When selecting a 24/7 contact center, it is important to consider several factors:

1. Experience and reputation: Research the call center’s experience in your industry and review testimonials from other customers.
2. Services offered: Make sure the contact center offers the specific services you need for your customer service.
3. Ability to increase or decrease the number of seats and schedules: You will not always need 24/7 customer service but you should know that you can count on it; as well as the possibility of increasing or reducing the number of advisors attending at the same time.
4. Technology and tools: Verify that they have modern technology and adequate tools to manage customer interactions efficiently.
5. Cost: Evaluate the pricing structure and ensure that it offers value for money for the service you will receive.

Continuous availability, operational efficiency and the ability to offer support across multiple channels are key benefits that can make a significant difference to the customer experience. In a report by KPI measurement platform Geckoboard, only 28% of customer services run 24/7, which gives them a huge competitive advantage over the competition, and a contact center can be a strategic investment to help you gain it.