The UK these days finds itself navigating an enormous and complex global marketplace, much like the rest of the world. With technology at our side, and in our pockets, on our wrists, and literally in the air around us, today’s modern business world has to handle the demands of a 24-hour business cycle.
Every business now has this challenge and has to manage it. For starters, customer demands are a 24-hour need. During traditional business hours, you are handling the needs of local (and nearby time zone) customers and their needs. When you sleep, you have to worry about customers and business partners on the other side of the world map.
The internet, review sites, and social media have created a secondary 24-hour a day need as an offshoot of this, and that’s the need for around the clock customer support and public relations help. At the rate of speed, we now absorb information having an unacknowledged bad social media comment sitting on your Facebook page for 12 hours can be very damning.
Let’s back it up now and focus on the customer support angle. Customers are needy; there’s no two ways about it. It is your job as a business to meet those needs and keep your customers happy.
Today, we are specifically looking at technical support outsourcing to the Philippines. You are a company with product and services that expand all around the globe. If a customer ten time zones away has a technical issue in the middle of the night, it is your job and responsibility to be there to help them.
Technical support is a crucial part of the customer experience. A customer with a technical issue that goes unsolved might not be a customer for long. Conversely, a tech issue handled properly and swiftly can create a customer for life. That’s the business you want to be in.
Technical support is really a specialized craft and business function. Your tech support team needs to possess a multitude of skills that allows them to handle customer service situations of a technical variety.
To boil this down, you are looking for experts who can be available at all times of the day and be able to communicate with people all over the world. This is a costly need and thus makes partnering with a tech support outsourcing provider a logical choice.
When you are talking about quality technical support outsourcing, you are talking about the Philippines. Let’s start with the expertise angle of this. The Philippines has adopted the business process outsourcing industry since it began, so their level of experience is second to none. As an economic driver locally, it has the full backing of the nation. Experience is a top-down quality that allows them to shine on the international stage.
Next, Filipinos are multilingual, which helps them communicate effectively to aid in tech issues for people around the world. On top of that, being able to speak English, Spanish and Chinese is very helpful in the international business world.
Award-winning technical support outsourcing providers such as PITON-Global employ highly experienced agents and operate state-of-the-art contact centres that are designed to handle the demands of this job. That sort of foundation cannot be undervalued and is a major reason to consider in your outsourcing decision.