Centralising information for better use
For a company, outsourcing its customer relations means relocating it to external service providers such as our call centre in Tunisia, Advancia Teleservices. This results in the decentralisation of services and information.
To avoid inconsistencies in the tasks carried out or in the data collected, it is always better to converge useful information. This helps to monitor the work of service providers effectively and to facilitate the transmission of information.
To centralise CRM, a single CRM (Customer Relationship Management) software package is used. This platform automates and customises all customer relations activities, including
- commercial relations
- the service relationship
- customer loyalty
- the support relationship.
Keeping abreast of consumer needs
Successful outsourcing of customer relations is not limited to asking a third party to sell a product or service to the target consumer. This delegation of responsibility must be able to improve the quality of the company’s customer service, communication with its customers and problem resolution. This recourse must be able to provide a positive experience for customers. This is only possible with a call centre in Tunisia employing agents who are familiar with good customer service practices, such as those at Advancia Téléservices.
In practical terms, effective outsourcing means not only managing interactions with customers, but also measuring them. Using CRM software, the service provider gathers audience data and draws up prospect files. This enables them to define :
- the needs of target consumers
- the offers and services that might interest them
- the information required by prospects.
This can be based on their comments, requests and suggestions, or even the results of a scoring or lead nurturing system.
By combining the use of CRM with the services of a contact centre, a company can be sure of better management of its customer data. This is useful for developing marketing strategies and actions.
Adopting the best approach to communication
Customer data can be used to find the best approach for dealing with a request from a prospect or customer. It is also useful for convincing them and building their loyalty with personalised offers. This starts with the first contact, with the sending of quotations and order forms. It ends with the validation of the invoice and, if necessary, after-sales service.
To arouse the interest of customers, we recommend a human approach through individualised, calibrated messages and exchanges. The aim is to establish a relationship of trust with customers. This is especially true in the case of CRM outsourcing, which is often criticised for being too focused on mass campaigns. The ideal for everyone is to be able to apply these two approaches consistently.
Taking customer expectations into account
To outsource customer relations effectively, you also need to avoid being static in your approach. You need to be able to evolve in line with customer needs and behaviour. To attract prospects, but above all to build customer loyalty, companies need to be inventive. It can offer them value-added elements (white papers, newsletters, inclusive/exclusive benefits, etc.). Consideration should also be given to the target audience’s preferred communication channels, so that complaints and requests can be managed quickly and fairly.
If you are a company looking for a call centre with proven expertise in customer acquisition, don’t hesitate to contact our team in Tunisia. Our customer relations centre can provide you with the services and solutions best suited to developing your business.