Live Chat Outsourcing

Posts Tagged ‘Live Chat Outsourcing’

Pros and Cons of Live Chat Outsourcing

Posted on: July 6th, 2011 by admin No Comments

With Text messaging and other instant forms of communication becoming widespread throughout the globe, customers are seeking similar instantaneous communication as they browse websites. Hence, live online chat is rapidly becoming an essential customer-service tool for any website. However, most companies have neither the staff nor the means to provide 24/7 web chat customer support; this would be akin to suddenly increasing a brick and mortar store’s hours from 8-5 to 24/7. Yet websites never close, so having a website without 24/7 live chat would be akin to having a store open with no sales clerks. Outsourcing online chat to an offshore staffing firm such as Zylun Staffing provides many benefits. Below are some of the pros and cons of live chat outsourcing with a staff leasing firm:

Pros:

Lower overhead costs – no need to acquire office space, computers, and live chat software for agents
Reduced HR/Management effort – the staffing firm takes care of recruiting/hiring, and day-to-day management of employees. You work with the firm to train agents.
Lower staffing costs – hire a team of college-educated employees for the same cost as one employee in the U.S.
Scalability – potentially much easier and less, depending on the capabilities of the outsourcing provider
Flexibility – if site traffic is low, agents can be shared with other clients to further reduce costs
Simple to implement – can roll out on entire website or only on certain pages at first, then increase reach over time

Cons:

Time Zone differences can make communication with offshore team less convenient
Language barriers in some countries can also hamper communication
Potentially less direct management of support reps

As live online chat continues to become more critical to a website’s effectiveness, companies must seek for low-cost solutions for effectively implementing live chat. Although outsourcing this service has both pros and cons, the benefits of live-chat outsourcing far outweigh the cons, making live-chat outsourcing a practical, low-cost solution for any company.

Image Source: Photostock

Posted on: September 13th, 2010 by admin 1 Comment

Live Chat Outsourcing

As the web based economy increases in competition, business owners are looking for new ways to set themselves apart from the competition. Live Chat can be the solution. Live Chat is proven to increase sales, conversions, and customer satisfaction. Consumers looking to purchase on the web are much more inclined to get help through Live Chat then pick up the phone and make a call. They are already on the web and generally want quick answers to basic questions. Implementing Live Chat is relatively simple but requires hiring and training someone who is available 24/7 to answer questions and process transactions. Many companies have avoided implementing Live Chat because it is not a core function of their business and cannot justify the time and money it will take.

This has led to the rise in Live Chat Outsourcing. Live Chat Outsourcing firms like, Zylun Staffing, take care of the hiring and training of Live Chat Agents, help build a knowledge base of frequently asked questions, and provide the service at a significantly lower cost than hiring domestically. They also provided flexibility in coverage ranging from Monday through Friday business hours to 24/7 coverage. So for any company looking increase sales and improving customer satisfaction, Outsourced Live Chat is the solution.

Image Source: iStock Photo

Benefits of Outsourced Staffing

Posted on: September 7th, 2010 by admin 1 Comment

Outsourcing advantages can be significant. The following is just a small list:

No extra cost of paying Employee benefits / incentives:

Employees have expectations to receive benefits like health care, dental care, travel expenses, company phone, and periodical bonuses. Because the distribution of benefits is not always done in the interest of the long term financial health of company but done on a short term need. The same thing can happen with incentives. If you do not monitor this or forecast with the bottom line in mind, then you will have to take drastic measures like reducing workforce. With outsourcing your labor, you will not have to worry about these costs

No Overhead

Imagine, you can have your business scale larger without having to worry about getting more office space. Along those same lines, you do not have to worry about ordering equipment, paying for electricity, water, or other costs associated with newly hired employees.

Headache of recruitment

Your head starts spinning after looking through hundred’s of resumes. Names all start to look the same. Candidates and their experience all start to blur together. Combine that with the hours of trying contacting applicants and coordinating interviews is a more than a full time job as you have to try to reach people at different times of the day. Then the actual interview process doesn’t give you much help in narrowing candidates as your standard questions still have standard answers.

By investing in outsource services, you don’t need to lose all those hours in recruiting anymore along with the stresses that come with the process. We can make it easy as we find the qualified people you need to fill your most important positions.

Outsourcing is cost effective that can be used to relieve short term problems or used strategically for long term growth. Remember to always look at a company that you can trust to partner with. So, stop your search and try Zylun!

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