When my company started developing apps for smartphones, computers and tablets, we all held our collective breaths. It was a new direction for us, and we were hopeful that it was going to become the future of our struggling company. It was not long before we knew we had made the right decision because our sales were through the roof. We did have to work out a few things, with the biggest decision being to hire an outsourced technical support team to help us with any customers who called in needing technical support.
I had considered hiring my own team to do this, but I knew it would be more advantage for another company to handle this aspect. I would not have to worry about staffing, benefits, and any other problems that were sure to happen from adding a new department onto our small company. I looked online so I could research the different call centers that I could outsource our work to. I knew that there would be a high call volume mainly because two of our apps had gone viral, and many more were in the works. We estimated that a lot of people would be using our apps, and at least a small percentage would end up calling for help on them.
I was very impressed with one call center in particular. While most of the call centers I researched dealt with orders, billing and general customer support issues, this call center seemed to excel in all areas including technical support. While I had looked to this company just for tech support, I realized that I could transition order taking and perhaps even billing questions to them too if I was happy with the service they provided. It did not take long for me to realize that they excel in every area because the agents are trained in every area before they take their first call. I was very happy with the reports I received, and I am in the process of giving them all of my customer support business now.