Small businesses in Australia have seen a very difficult time in the last few years. The revenue dropped significantly while the costs remained the same. Customer service also suffered due to rising salaries of on-shore employees. Offshoring has been a relied upon by the businesses in the past as well to reduce costs and fill skill gaps for which local talent isn’t available readily. However, offshore has now become even more relevant, even for small businesses.
At Virtual Team, many of our customers have been relying on an outsourced customer care team to ensure their customer services aren’t affected. There are several reasons why customer support outsourcing services have seen a continuous rise in demand.
Fill Skill Gap Arising Due to Unavailability of Local Talent
The local talent for specific roles is not readily available. The situation has worse after pandemic induced lockdowns. Employers have advertised their job requirements in newspapers, job sites, and tried social media too. However, even after spending time and money, a suitable candidate to fill the role can’t be found. These vacant roles have hampered productivity and impacted the business operations.
Reduce Overall Costs of Operation
When a new team member joins a business on-shore, he or she needs office space, furnished work-environment and will need hardware and software (additional licenses) to perform the business operations. For many small businesses, these additional expenses beyond their existing budget.
Virtual Team understands this challenge. Our offshoring solution bring cost-savings of up to 70 percent. Any new offshore team-member offers the same service as an on-shore employee. Many of our customers are enjoying these benefits already.
Render Exceptional Customer Service
Vacant customer care roles hamper the customer service level and causes the existing team to burnout quickly. When a customer calls-up and doesn’t get a satisfactory resolution to his problems, his satisfaction level goes down. It gradually leads to more irate customers, who will begin to look for another provider. Having a full-fledged outsourced customer care team enables you to ensure that every customer interaction is handled to the satisfaction. Moreover, your customer gets the resolution that they are looking for without waiting for it eternally.
Virtual Team identifies talented customer support professional who can render service and focus on delighting your customers following your key performance indicators.
Focus More on Business Growth
Having a low-cost customer support team has another advantage – they can find more opportunities to for other products and services after resolving the customer queries. It opens up new possibilities and avenues for growth. Moreover, when there is a team to handle the responsibility, you can dedicate more time to create growth plans and work proactively on the taking your business to a new level.
At Virtual Team, our recruitment process is time-tested and identifies the most suitable candidates to deliver on your job expectation. They will get integrated with your on-shore team, will work during the desired business hours. The end customers will get similar Australian experience. Customer support outsourcing services give you the leeway to focus on growing the business.
Monitor Performance
Your new offshore team works to delight your customers on the parameters that you consider important. Business across different industries need customer support team. However, the job description varies based on your specific needs. When you share your job description with us, we find candidates with skills that you require. If you have in place any parameters or KPI to monitor the performance, your new team will perform to improve on them as desired.
Dedicated Offshore Team
There are many outsourcing companies in Australia that wok on the shared resource model. It means that there is no dedicated person to manage your business responsibilities alone.
Virtual Team follows customer–centric and works ‘only’ on dedicated resource model. We will help you build an extended team that will be dedicated to your business needs. It will work like an on-shore team working remotely.
Why Trust Virtual Team’s Customer Support Outsourcing Services?
We have built an offshore team for several Australian businesses across different industry verticals. From customer support to L1, L2, L3 NOC engineers, SMM specialist, Graphic Designers etc.
Customers trust us as we follow a dedicated resource model and provide best-in-class infrastructure to your offshore team. Moreover, there are minimal hassles when it comes to billing and payments.
Want to build your own outsourced customer care team?
Begin a discussion with our offshoring consultant now.
Call – + 61 405 550 999 | Email – rohit.sahdev@virtualteam.net.au
