How Do Shared Customer Service Agents Work in Customer Support?

Customer support plays a vital role in business success, influencing customer satisfaction and loyalty. Managing a customer support team can be challenging, especially for businesses with limited resources. Shared customer service agents offer a practical solution.

Shared customer service agents help businesses provide quality customer support while minimizing the need for a large in-house team. This article discusses the operation of shared customer service agents and their benefits for businesses.

What are Shared Customer Service Agents?

Shared customer service agents, also known as virtual or remote agents, are trained professionals who deliver customer support services from a remote location. They may work for third-party companies specializing in outsourcing customer service or from their home offices.

These agents possess experience in handling customer inquiries and resolving issues while delivering timely support. Outsourcing to shared agents allows businesses to ensure customers receive the assistance they need without the cost of a full-time in-house team.

How Does It Work?

When a business opts for shared customer service agents, they typically sign a contract with an outsourcing company. This agreement specifies the services, including hours of operation, service level agreements (SLAs), and the support scope.

The business provides information about its products, customer profiles, and specific workflows. This preparation helps shared agents effectively address customer inquiries.

Once set up, businesses can forward customer queries to the outsourcing company through ticketing systems, email, or phone integration. Shared agents receive these queries and respond according to the agreed SLAs and guidelines.

Shared agents communicate with customers through various channels, including phone, email, live chat, and more. They follow predefined scripts or guidelines for consistency and professionalism. Access to extensive knowledge bases allows them to quickly find answers to common questions.

Benefits of Using Shared Customer Service Agents

Using shared customer service agents presents several advantages for businesses. Key benefits include:

Cost-Effective

Outsourcing customer support reduces costs. Businesses pay only for services rendered by shared agents, usually on an hourly or per-ticket basis, offering flexibility and savings, especially during fluctuating support demands.

Scalability

Shared agents enable businesses to scale customer support operations as needed. During growth or peak times, they can easily increase the number of agents. Conversely, they can reduce the number of agents during low demand, avoiding extra costs.

Increased Availability

Collaborating with shared agents across different time zones allows businesses to extend support hours, including evenings, weekends, and even 24/7 options. This ensures customers can receive assistance at their convenience, enhancing satisfaction rates.

Access to Specialized Skills

Outsourcing to shared agents allows businesses to benefit from their specific expertise in certain industries or technologies. These agents can quickly address complex issues, improving customer satisfaction and reducing resolution times.

Focus on Core Competencies

Outsourcing customer support lets businesses concentrate internal resources on core areas and strategic initiatives. This enables more focus on product development, marketing, and other critical growth activities.

Flexibility and Agility

Shared customer service agents can adapt to changing requirements swiftly. They manage fluctuations in call volume, handle multiple channels, and embrace new tools without extensive training. This adaptability increases business agility.

Shared customer service agents deliver an effective and cost-efficient approach for businesses aiming to provide excellent customer support. Leveraging the expertise and flexibility of these agents ensures timely and satisfactory assistance. The benefits, including cost savings, scalability, increased availability, and specialized skills, position shared agents as a strong option for businesses seeking to enhance customer satisfaction and loyalty.