{"id":19398,"date":"2024-12-10T09:24:13","date_gmt":"2024-12-10T02:24:13","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19398"},"modified":"2024-12-16T08:40:58","modified_gmt":"2024-12-16T01:40:58","slug":"how-has-outsourcing-call-centers-developed-in-the-digital-era","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/how-has-outsourcing-call-centers-developed-in-the-digital-era\/","title":{"rendered":"How does outsourced call center develop in the digital age?"},"content":{"rendered":"

Digital transformation and the challenge of customer care<\/h2>\n

In the era of digital transformation, customer behavior and expectations are changing dramatically, posing an urgent challenge for businesses to improve service quality. According to a report from McKinsey, 72% of customers want 24\/7 support through various channels such as phone, email, online chat, and social media. This aligns with the growing trend of Internet usage, with over 4.6 billion people, representing 58% of the global population, connected to the Internet in 2023 (Statista). The prevalence of smart devices and easy access has led to higher customer expectations for interaction and support from businesses.<\/p>\n

Challenges in meeting customer expectations<\/span><\/h3>\n

The pressure doesn't just stop at providing continuous service; it also requires businesses to ensure the speed and quality of support. A 2022 study by HubSpot found that 90% of customers expect a response within 10 minutes when they submit a request through an online channel. However, the reality is quite different: according to Zendesk, 53% of global customers feel disappointed because they have to wait too long for support. This not only diminishes the user experience but also threatens customer loyalty. Statistics show that 73% of customers are willing to abandon a brand if they don't receive prompt support, and only 1 in 26 dissatisfied customers will complain; the rest will quietly leave (CX Insights).<\/p>\n

Thus, customer care is no longer an option, but has become a vital factor in the development strategy of businesses in the digital age.\u00a0<\/span><\/p>\n

To optimize costs, it is necessary to outsource the call center.<\/h2>\n

Operating an in-house customer service team often comes with significant costs, from recruitment and training to infrastructure. According to Deloitte, these operating costs can be 30-40% higher than outsourcing to a call center service provider.\u00a0<\/span><\/p>\n

Accordingly, businesses should consider outsourcing their call centers. Not only does this save costs, but using outsourced call center services also allows businesses to focus on their core values, such as product development and improving customer experience. Businesses can easily scale their customer service operations up or down without disrupting business operations. This provides flexibility and efficiency in resource management.\u00a0<\/span><\/p>\n

When a business should choose to outsource<\/strong><\/h3>\n

Here are some situations when businesses should seriously consider outsourcing their call center:<\/p>\n