Top 6 Reasons to Setup an In-house Support Center

Almost all businesses offer post-sales support these days to assure the best customer services. In some industry verticals, it is necessary to provide ongoing customer support. The easiest way of taking care of support operations is outsourcing the same to a company or call center which offers customer support services. However, it comes with many challenges. On the contrary, setting up an in-house support center may require certain efforts in the beginning, but perks are many. Let me share the top 6 benefits of it.

1. Easy to start

All you need to start an in-house support center is a call center solution and skilled staff. The latest trend in the market is intelligent call center software similar to iCallify which is available at affordable costs and with fewer to many seats. The call center solution provider company provides all required support to set up an in-house support center. You will not find any challenges in it.

2. Complete responsibility and control

When you have an in-house support center, your team will take 100% responsibility of ongoing support calls. Furthermore, quality control features available in the intelligent call center software help in assuring that each support center executive offers the best customer support. Furthermore, the solution and complete infrastructure will stay under the direct control of yours so there will not be any dependencies.

3. Reduced time to resolve customer query

When you outsource support work, the support center executives will only have basic knowledge of your offerings or as much as you have given in the documentation. However, when you set up an in-house customer support center, your team will know your products and offerings upside down. Thus, they can easily answer the queries of the customers. Furthermore, intelligent call center software will connect the customer to the support executive who is an expert in resolving the concern a customer is facing. This further reduces the time to resolve the customer query.

4. Value over money

Yes, to set up an in-house customer support center, you will need to invest in intelligent call center software and hiring support staff. However, the cost invested in setting up the support center will reap more benefits in the long run. One can leverage more benefits from this type of setup as per many companies.

5. Increased customer satisfaction

When a company has an in-house support center, customers are more likely to get more personalized and more expert support services. A quick resolution to the concerns and best customer care services help companies to increase customer satisfaction.

6. Confidentiality

In any business, privacy and confidentiality are very much important. When you outsource the customer support services to another call center, there is a lot of confidential information that you need to share with the support provider. Furthermore, he will have ongoing information about your strengths and weaknesses. This may harm at a certain point in the business. When you have your own support center which is running using your own intelligent call center software, then processes and data will stay confidential to you and your team only.

Author works in a company that offers intelligent call center software, call accounting system, mobile Sip dialer, PC dialer, etc.