The Role of Offshore Contact Centers in the New Normal
The disruption caused by the coronavirus pandemic has been far-reaching. Countries noted a slowdown in economic activity as citizens are advised to strictly follow social distancing and hygienic practices. Even now that hard-hit countries such as the United States, Italy, and Spain are gradually lifting their quarantine measures, people will still need to adjust to a “new normal.”
With that in mind, how will businesses respond to a post-coronavirus future?
One thing’s for sure, the landscape will be ripe for businesses to foster better customer engagement using offshore contact centers.
Here are a few key takeaways explaining how an offshore contact center can benefit your business in the long run:
The coronavirus pandemic has adversely affected the bottom lines of vulnerable sectors such as travel and real estate. The underlying downturn in demand has placed companies in these industries in an uneasy position to maintain a healthy bottom line.
This would mean downsizing the budget for essential components such as customer relationship management or CRM. Still, businesses may see the need to improve their CRM without running up costs. By outsourcing contact center functions to the right service provider, businesses can save on overhead expenses. It also helps eliminate the need for hiring and training
Businesses that already maintain in-house contact centers will need to address high call volumes. The onset of the pandemic resulted in massive amounts of inquiries in the financial and real estate sectors at a time when there was a high influx of refinancing and forbearance applications among homeowners. The retail sector also had to address delivery orders as physical stores were closed as customers stayed at home.
Indeed, the easing up lockdown measures will also result in higher call volumes, so businesses will need to reinforce their existing workforce. Hiring an outsourcing company specializing in contact center solutions is one way to reduce hold times and lower customer abandonment resulting from higher call volumes.
With entire populations staying indoors throughout the initial course of the pandemic, businesses were able to adjust their marketing strategies to maintain effective audience outreach. With a digital marketing campaign that includes social media, email, and SEO, businesses could still tap into pent-up demand.
Sure enough, there will be a sudden upsurge in the demand for products and services once lockdown measures are fully relaxed. Businesses will need to prepare themselves for this by incorporating cold-calling and online chat support into their lead generation campaign. This helps put companies in a better position to support the bottom line.
Offshore contact centers will play a definite role in the recovery of businesses in the “new normal.” And as the medical sector is making headwinds on developing a treatment for CoViD-19, businesses may have to nurture their client bases as much as they can.
Looking to outsource your CRM and marketing activities? We can help you get started. Contact OneVirtual Solutions today and see how we can help your business thrive.
