Outsource Chat Management Officers

What is outsourced chat management?

Outsourcing the chat management component of your customer service entails sending live chat tasks to a person or team outside of your organisation. This is often to offshore locations such as the Philippines.

Chat management can include live chat on your website or via other social or messaging platforms. The engagement is instigated by your customer or potential customer so it’s vital to respond in a timely manner with accurate information. Customers expect prompt responses from your business at all hours of the day and night which can often be difficult to resource and manage internally. By outsourcing chat management, you’ll be able to meet the needs and expectations of your customers in a cost effective manner.

An offshore chat management support team can take care of everything relating to chat including, but not limited to:

Responding to customer enquiries quickly and accurately
Directing customers to appropriate outcomes or resolutions
Escalating issues appropriately
Engaging with customers in a friendly, professional manner in keeping with brand expectations
Documenting and maintaining customer contact records.

As customer expectations rise, companies of all sizes need to find innovative ways to meet their needs. Offshoring chat management is one way organisations are meeting expectations and improving customer satisfaction.

Offshore outsourcing centres are also perfectly set up with the technological platforms to efficiently manage live chat for your business. And with a huge pool of talent available, recruiting and retaining employees in these roles is much easier than in a local market. What’s more, by using offshore resources, you’re able to scale up or down the size of your chat management support to meet any potential future changes to your business requirements.

With customers expecting round-the-clock responsiveness, offshoring is one way of meeting this expectation without adding dramatically to already high labour costs.

What other customer service job roles can be outsourced?

With customers expecting 24/7 service, outsourcing can be an ideal solution for meeting their needs. Other customer service roles that can be managed offshore include:

What are the benefits of outsourcing chat management offshore?

Organisations are able to appreciate the added benefits that come from offshoring chat management duties to the Philippines, including:

Reduced costs

Save up to 70% on employment costs.

Expert support

A reputable outsourced provider can help ensure your outsourced journey is optimised for success.

Improve staff satisfaction

Increase employee satisfaction and decrease staff attrition rates.

Business growth

Foster sustainable business longevity by reinvesting into the growth of your business.

Flexibility and availability

Help your business become more agile and flexible by opening up 24/7 availability.

Access a global talent pool

Give your business the ability to tap into a global talent pool to source candidates from anywhere in the world.

What are the costs associated with outsourcing chat management?

Outsourcing your chat management to the Philippines can represent significant employment cost savings for your business of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything from infrastructure, security, management and recruitment, to training, IT, legal and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.

How does hiring outsourced chat management work?

This first step is to find out if your business is offshore ready. If the answer is yes, here are the next steps:

Create a job description: to help us hire the right candidate for your role. We can also assist in this process to ensure we are finding the best talent in the current local market.
Source the right candidate: we source candidates across our database and the local market before presenting you with a shortlist of the most suitable candidates available.
Screen and interview: you screen, interview and select the candidate(s) you’d like to hire while we take care of the infrastructure set up to get them ready to work for your business. It’s usually around six to eight weeks to get your offshore staff up and running.
Onboard and train: your business, along with the operational assistance of our offshore management team, organise new staff onboarding and training, including the use of your systems, any relevant processes and workflows they may need and an overview of your company values and culture. This will help your new team member fit seamlessly into your organisation and assist in effective change management with your existing onshore team members.