Brunt Work CEO Winston Ong believes there is a simple solution to companies’ customer service waiting time problems. “It’s a business tool that has been around for decades,” says Ong.
According to analysts that track the BPO market, the average length of a service call rose by several minutes since the pandemic started as consumers moved their purchasing behaviors online. A corollary effect was that callers appeared so desperate for human contact that they began to call to talk about the pandemic, vaccines, and the political climate. Businesses started to see waiting times triple.
Ong believes that the secret to bringing back hold times under control is to staff up by outsourcing offshore customer service agents.
The coronavirus crisis that has emptied offices worldwide has been a mixed blessing for call centers. Suddenly, it has made customer service work more appealing to those who prefer to work from home.
How Outsourcing Solves the Problem
Researchers believe that now more than ever, is the right time to reach out to outsourcing companies.
When businesses are understaffed and waiting time increases, companies end up with irate customers, increasing the churn rate.
Business analysts believe this could be avoided through the help of outsourcing companies. “Business leaders who have utilized outsourcing are no longer worried about turnover. They are assured of the same high level of service every month without any fear of losing key employees,” says Ong.
Though deciding whether to outsource or not remains a hot topic for the industry, businesses admit they struggle to find customer service agents to work on-site and allocate time and other resources for the recruitment process.
Many businesses find it so much easier to just partner with outsourcing companies rather than do the hiring process themselves.
BruntWork’s Pool of Customer Service Agents
Brunt Work primarily outsources customer service to the Philippines. But, it employs a distributed workforce to ensure it can source the best talent, regardless of location. The recruitment process is not limited to one single geographic location.
“Over the years, we’ve streamlined a process that enables us to build cost-effective, efficient and scalable operational teams for businesses wanting to grow fast and effectively. We’ve recruited and trained hundreds of customer service agents to work on behalf of our clients,” shares Ong. When asked what businesses should consider when partnering with outsourcing companies, Ong responds, “Solid outsourcing companies properly vet anyone they hire so that they will provide exceptional services. They should also hire enough people to have enough capacity for their clients’ needs. So look out for outsourcing companies that don’t move talents around.”
