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Key Advantages Of Outsourcing Customer Service



Is outsourcing customer service suitable for your business? Before choosing the appropriate partner, here are the main advantages for you to consider.

Obviously, every business wants its customers to stay happy and fulfilled when leaving each interaction. Good customer service is a wide-reaching and long-lasting strategy for any business. Since the better the customer’s experience, the more likely they are to return for more and become loyal customers. However, setting up and operating an in-house customer service department may take time and require a large investment in resources, software, and hardware. Besides, providing round-a-clock and multichannel support to customers across the globe is burdensome and challenging to companies. 



Explore an ideal way to relieve that burden



1. When is outsourcing customer service needed?

A company’s decision to outsource customer service may be influenced by a number of variables. It might be a new firm with limited resources and money; or, it could be that their complex work arrangement currently prevents them from focusing on their business core aspects. 

Here are some cases where outsourcing customer service makes sense to a business.

When the strategic business direction is uncertain

Outsourcing customer service may help a company retain timely, high-quality service while working out its long-term path when it is experiencing rapid growth or substantial change.

It is preferable if the company has a clear knowledge of their customer service team’s output and recognizes that certain work may be done by professionals outside the company. This is when outsourcing customer service should be considered.


Outsourcing customer service may help a company retain timely and high-quality service.

When a company wants to instantly expand (or reduce) its customer service coverage

Customer service volume can fluctuate dramatically throughout the year for businesses with seasonal cycles such as E-commerce. If they want to conduct the hiring process by themselves, it might take months to locate candidates, hold interviews, and onboard employees.

Outsourced agents allow businesses to quickly scale their team size up and down as needed, without having to over-hire or release staff when the lines are quiet. Outsourced agents are re-assigned to different clients rather than being short-term employees for a single client, which enables them to obtain many customer insights; enhance their domain knowledge, practical experience, and working efficiency.


Is your business meeting any challenges? You can share with us here


When a company has just established 

Opening a new business is a difficult task, and it is critical to get all of the pieces in place for the venture to succeed.

A startup business tends to exhaust its in-house staff by assigning multitasking to each and every one. This makes their employees fail to really focus on their main responsibilities. Not only is productivity reduced, but it also causes a loss of focus on their expertise.

Customer service outsourcing allows startups to concentrate on their key aspects of keeping a well-oiled business. These core functions include, but may not be limited to production, sales, and distribution. 

Customer service is one of the most essential parts of a business at this time since it establishes a solid foundation and produces a lasting reputation. As a result, a customer care staff is required. Though it is preferable if the team is part of the company, outsourcing is a viable solution.

Opening a new business is a difficult task, and it is critical to have customer service at this time.

2. What are the key benefits of outsourcing customer service?

Under any circumstances, outsourcing customer service might be the most suitable solution that organizations could adopt and tailor to their own support needs and strategies. 

24/7 Customer Support 

In the digital age, customers expect instant responses to their queries. Round-the-clock service increases customer satisfaction rates by ensuring that customers are well served even after business hours. Shifting the burden of after-hour support to professional agents who provide “follow-the-sun” service to receive and manage business calls at any time, from anywhere, including weekends and holidays. Besides, 24/7 support availability is no longer an obstacle to global businesses as it unlocks the possibility of reaching worldwide audiences conveniently. 

Flexibility and Scalability 

Outsourcing is not always about cost-cutting or reducing assistance. Instead, it is a method for businesses to gain the flexibility to quickly enhance their capacity when they need it, without having to commit to recruiting full-time workers, which may take at least a few weeks.


Looking for an outsourcing partner with this flexibility and scalability?


Specialized Industry Knowledge 

With the in-house workforce, businesses might need to spend months or years on training to achieve their desired quality standard staff. However, by outsourcing, businesses will gain a responsive, specialized workforce with the only goal of providing excellent customer service to their valued customers. The outsourced agents offer tested-and-proven processes and have already gained extensive experience for business’ advantages. This is the Return on Investment (ROI) which is highly essential for long-term success

When outsourcing, businesses get a specialized, leading-edge team that only has to focus on providing great customer service.

Cost-Effective 

Having an in-house customer service team requires full salary payment, as well as additional costs of taxes, health insurance, employee benefits, and administration. Businesses may ease the weight of technical expenses and lower total IT costs by outsourcing to a qualified partner.

Customer Satisfaction Increase 

 The overall performance of the provided customer service will have a direct impact on the number of returning customers. Simply put, outsourcing customer service remarkably enhances the customer experience for business sales.

Increased availability is one of the standout features as customers will have access to assistance 24 hours a day, 365 days a year. The choice of confiding customer service to skilled experts allows customers to leave each interaction with positive impressions and happiness. They feel more valued and fulfilled. An outsourcing company can improve the response time in a matter of minutes and decrease call abandonment. The overall performance of the provided customer service is accurately represented by the number of returning customers. Simply put, outsourcing customer service remarkably enhances the customer experience for business sales and stays ahead of the competition. 



LET DIGI-TEXX HELP YOU GET STARTED

WDIGI-TEXX is a German IT-BPO company headquartered in Ho Chi Minh City, Vietnam since 2002, with a total of 3 other branches in Ho Chi Minh City & Can Tho City, Vietnam, 1 office in Fukouka, Japan.

We have been consistently providing Outsourcing Customer Service to international clients in fluent Vietnamese, Chinese, Japanese, and English for many industries, such as E-commerce and trading platforms.

Our 1000+ employees work 24/7 to guarantee service delivery excellence while ensuring compliance with industry-followed quality and security standards. 

Contact us for more detailed advice.



Why Digital Onboarding and eKYC are Key to the Financial Sector’s Success



According to Economic Times, the pandemic has radically reshaped every aspect of people’s daily habits due to extraordinary conditions and safety regulations. New priorities, concerns, and preferences have dramatically changed consumer sentiment and behavior in financial services. A BCG report indicates that consumers nowadays have become more demanding of digital experiences with the rise of online banking use by 23% and mobile banking use by 30%.


To see how the Banking sector transforms into a Digital Model



As stated by Deloitte, the bank of the future needs to transform boldly by embracing emerging technology, grasping open banking models, and adopting the customer-centric approach in every digital strategy. Amid the wave of financial technology (FinTech), the competition of attracting and acquiring new customers has never been higher. A new solution called electronic Know Your Customer (eKYC) for opening accounts provides customers with a seamless onboard experience and reduces paper-based procedures. This is the very first step of developing digital banking in this ever-changing environment to continue staying ahead. 

Let’s start with a definition of eKYC for Banking and how it accelerates the onboarding process in 2021. 

What is eKYC?

eKYC is an evolution of the current Know-Your-Customer (KYC) procedure, which essentially relies on physical copies of original papers to identify and verify a customer’s identity. This is a remote, paperless verification method that minimizes the costs, assesses risks, and detects frauds in online transactions, including account opening, loan, and payment registration.

As per the Prevention of Money-Laundering Act, 2002 and Prevention of Money-Laundering (Maintenance of Records) Rules 2005, banks have to collect personal information before performing any financial transactions. To prevent money laundering, terrorist funding, and financial mismanagement, eKYC involves the electronic submission of identity evidence, address proof, and other biometric information. With eKYC, bank account opening and customer onboarding are much easier, as customers do not need to go to branches or wait weeks for identity verification.





eKYC is an electronic document authentication for banks to verify and consolidate customer information.


Importance of eKYC in the digital onboarding process

Previously, face-to-face meetings were required for opening bank accounts (customer onboarding). Not only does this consume a significant amount of time, require a lot of manpower, it also lowers the level of customer satisfaction. Therefore, an onboarding process with less human contact on multiple digital channels by eKYC is a revolution. With the advances of new technologies (AI, digital systems, mobile applications, etc.), banks and other financial services companies can now boost efficiency in business processes, avoid security risks and, eventually, stay ahead of the fierce competition.

The eKYC procedure helps banks identify customers to ensure that they are eligible for the services/products without face-to-face interactions. The identification and verification of the client’s identity occur immediately, helping banks to increase their conversion rate and offer a seamless experience to their customers. Weeks needed for its completion become hours, thus vastly improving the customer onboarding process.

eKYC procedure helps banks identify customers to ensure that they are eligible for the services/products without face-to-face interactions.


Benefits of eKYC in the digital onboarding process for banks

1. Improve Customer Experience & Onboarding

Customers are now comfortable using online channels. They are mostly influenced by personalization and customization provided through digital offerings. According to the Signicat Report (2020), onboarding is one of the most crucial areas where providers are failing. The report also shows that 68% of consumers expect 100% digital onboarding due to the unprecedented nature of COVID-19. The digital onboarding process with eKYC refrains customers from entering their information multiple times. Regardless of what channels they choose via mobile app or website from starting to provide personally identifiable information (PII) to finishing applications at their own convenience. Customers are offered a radically simple, fast, and seamless onboarding experience.

2. Significant Operational Efficiencies

Apart from creating a customer-centric experience, applying eKYC in digital onboarding also helps banks to improve operational efficiency. It allows banks to standardize and automate technology, procedures, data, and organizational models. Moreover, banks can also decrease redundancy and wasteful procedures through rationalizing systems and synchronizing processes across departments.

Banks can expect to avoid repeating onboarding processes and evaluations when they use an e-KYC tool. As a result, time-to-revenue is significantly faster, overheads are cheaper, and customers are less likely to abandon the applications.




3. Reduce Paper Usage and Document Loss

eKYC is a paperless solution that eliminates the need for paper documents. By being environmentally friendly and employing a cloud-based internet system, banks may decrease their carbon footprint. Not only does going paperless help preserve the environment, but it also helps cut down on the expenses of standard KYC compliance.

Moreover, the eKYC system aids in the security of client data and the prevention of missing papers. It saves banks from being overwhelmed with records and paperwork which are stored traditionally.

Using eKYC, banks can reduce paper usage and save operational costs.


4. Prevent Fraud Risk 

Customer onboarding is the beginning of a customer’s relationship with banks. The onboarding process is an essential part of the Fraud Risk Management Program as it verifies that people are who they say they are. eKYC verification using biometric markers can cross-reference multiple data points by combining ID document verification with distinguishing biological traits. Besides, the ID verification process flags abnormalities in customer’s identity like out-of-date or mismatched information. Therefore, it supports banks in increasing system security, minimizing online fraud, while maintaining customers’ trust.




LET DIGI-TEXX HELP YOU

With strong expertise in intelligent Documents and Data Processing for Banks, DIGI-TEXX support customers by providing a solution that shortens processing time, bring a new experience to potential customers, and motivates insurance sales agents.

eKYC enalbles banks to deliver a seamless client onboarding process that complies with KYC standards while reducing fraud risk.

In a couple of seconds, our solutions offers the following:

• Auto extract data from the insured’s identity documents (ID card, birth, certificate, etc..)
• Auto verify the extracted data against their declared information
• Auto transfer the verified results to the insurance company to coutinue the approval process


DIGI-TEXX Maintains the Business Continuity During the Pandemic


In response to the dynamic and unprecedented nature of Covid-19, DIGI-TEXX is determined to put the safety and wellbeing of our employees, and the Client’s business continuity plan as our top priorities. We have finished the initial vaccination for all employees, work-from-home setup, and weekly onsite testing. We remain prudent in our planning to make sure every member is on the same page in terms of awareness, preparation, execution, and communication. This unity has enabled us to consistently maintain our service quality, productivity, and overall business at a high level, even during the most challenging times.

Mr. Frank Schellenberg – CEO said, “In recent weeks, I’ve been inspired by the dedication, selflessness, and resilience seen across all DIGI-TEXX departments. We have seamlessly coordinated in the preparatory work (facilities, legal, and administration) to actively prevent and control the infectious situation. It has been notable to witness the efforts and quick responsiveness of our entire teams contributing to the organizational stability. Once again, my most sincere thanks to all parts of our business, for setting excellent examples of dedication, flexibility, and professionalism. Let’s stay safe and take good care of yourselves and your families!”

What is the secret to a quick and efficient Online Onboarding process?



Reaching new customers through online media is a crucial technique to retain sales during the ongoing pandemic. The main challenge is how to manage the provided information from customers in both an accurate and confidential manner, as well as how to proceed rapidly to the contract signing stage.

As soon as a new customer’s information is received, the system extracts data from identity documents, compares it to the declared information, and delivers the matching results straight to our client’s system. This crucial step assists the clients in making a choice to supply services and products more rapidly.


Digitize Historical Documents to Preserve Human Knowledge



Historical records are a rich source of information that provides insight into various historical periods. A smart solution is needed to maintain this valuable resource to minimize text fading due to time, force majeure events such as fire and explosion, and to make searching simpler.

DIGI-TEXX has more than 18 years of experience digitizing and preserving historical documents, including different types of old printed and handwritten characters of 30 languages from the 14th century. Contact us for further advice.


Digitize Paper Documents to Empower Work-From-Home


The growing COVID-19 has once again disrupted company activities. In compliance with Government’s Directive 16 issued in Vietnam, many businesses are obliged to instruct employees to work from home. The issue is how to move paper records across departments without taking too much time and effort in searching documents. And also to easily access or quickly share with others in remote working.

DIGI-TEXX assists companies in resolving this issue. With data scanning and automated extraction from images and hard copies into a digital format, your employees will be able to access documents at home. This allows internal departments to share and coordinate securely and conveniently. Please contact us to request a demo.

DIGI-TEXX is “vaccinated” in fighting COVID-19


The health and safety of people in DIGI-TEXX always remain our foremost priority. With the sincere supports from city authorities, extensive and quick organizing from QTSC and local doctors and nurses, the on-site vaccination for our employees is successful.

Besides, DIGI-TEXX keeps implementing the WFH plan and the 5K formula (i.e. wearing masks, disinfection, safe distance, no gathering, medical declaration) to actively prevent and control the infectious situation.

The priority of vaccination allows businesses operating at Quang Trung Software City in general and FDI enterprises in particular to work and operate safely. We hope this practical action will contribute to promoting social normalization and defeating the pandemic.

Customer Service for E-commerce Platform


Excellent and professional customer care is a vital factor in any organization’s success. If companies are not taking care of their customers, competitors will. Customer care requires round-the-clock support, at any time, anywhere, on any device. This may cost organizations large investments in time, resources, hardware and software, and DIGI-TEXX is pleased to be of assistance.

DIGI-TEXX provides Customer Service for E-commerce Platform, which fully manages Published Content on the platform, Users Management and Voice & Non-Voice Customer Support.

Our team of professionals will satisfy your end customers by delivering 24/7 support in multi-languages (Japanese, Vietnamese, Chinese, German, etc.)

How DIGI-TEXX Minimizes Energy Consumption by Raspberry Pi


2021 must be the year for climate action’, said United Nations Secretary-General António Guterres at the launch of WMO’s report on the State of the Global Climate 2020.

As a German BPO/IT company based in Vietnam for over 19 years, DIGI-TEXX acknowledges the impact of IT companies on climate change. We minimize energy consumption by replacing power-hungry hardware and integrating the low energy-consuming technology of Raspberry Pi into the IT environment.

It is used for research, development, data storage, demo purposes, and environment infrastructure testing.



Automation of Insurance Policy Issuance


No Human Touch. The process takes 3 steps in only a few seconds:

– Auto extract data from the insured’s identity documents (ID card, birth certificate, etc.)
– Auto verify the extracted data against their declared information 
– Auto transfer the verified results to the insurance company to continue the approval process


The solution shortens processing time, brings a new experience to potential customers, and motivates insurance sales agents.