Benefit #3 – Extended Live Service Support Hours
Many companies partner with a BPO, initially, due to their customers complaining that support hours are insufficient for their needs. Most companies that offer 24/7 services enlist the assistance of a 3rd party to supplement their internal team to do so.
Providing support 24/7 with an internal staff, exclusively, presents numerous challenges. In the simplest terms, however, it’s a financial consideration more so than any other. Having personnel available to handle calls, chats and email around the clock is expensive. At first look, you might think the only incremental fee is the labor costs of the agents who wouldn’t be there otherwise. In reality, there’s much more to consider than just that.
Your company will incur additional expenses beyond payroll to remain open 24/7. There are incremental costs such as utilities, supplies, software licenses, computers, telecommunications costs and much more.
One must also consider the added support costs to ensure your staff working during “off hours” is doing their job correctly. This is typically found within additional QA costs. Most companies, unless they’re large and/or already have management personnel present during such hours, allow the few agents working during the “graveyard” shift to do so without direction supervision present. As a result, their work is typically audited more frequently, and more extensively, to ensure no liberties are being taken that shouldn’t be.
Beyond the financial considerations of being open 24/7, most companies that analyze their after-hours volume conclude that having someone on payroll is hard to justify based on how inefficient they would be most, if not all, hours. However, they recognize there’s an opportunity cost associated with being closed since customers wish to shop, or seek support, when it’s convenient for them, not you.
Many BPOs are open 24/7, as Ameridial is. We have the benefit of being able to share personnel across programs during such times and only bill our clients for the time we’re representing them (and never for down time). As a result, our partners don’t pay for inefficiencies yet can offer 24/7 support to their customers. It’s a winning formula for everyone involved and one your customers will certainly appreciate!
At Ameridial we work closely with our partners to design custom support solutions including providing service up to 24/7/365. We’d be happy to discuss how we can help contribute to an ideal customer experience by extending your live service hours and complimenting your internal team. Please contact us and let us know if we can provide further details on our partnership offering.