San Francisco, CA October 04, 2018 – If there's one major issue that has always held back the outsourcing industry from progressing, it would be the process of training support agents on multiple different product lines and a variety of different policies. Since it is easier to train a 1,000 agents on 1 product line than train 10 agents on a 100 product lines, the industry is crowded by two kinds of outsourcing companies – first, who only work with larger businesses and the other that prefer working with smaller businesses but strive to provide only easy, FAQ based answers during support operations. This is one of the main reasons why small businesses find it relatively difficult to land an outsourcing partner who can provide quality service to their respective customers.

According to Association for Talent Development's State of Industry report, training fresh employees demands extensive amounts of multiple resources, with an average of 33.5 hours spent on every new recruit along with an average cost of $1,252. Most of the times, it is simply not feasible to invest the aforementioned resources on the product line of a company that is only going to pay $400/month. Given the overburdening cost of something as necessary as formal training to acquaint employees to a client's products and policies, it is virtually impossible for an outsourcing provider to offer quality service to small businesses.

HelpLama, a B2B customer support outsourcing startup, has tackled this problem by implanting Artificial Intelligence within their chatbots. After learning extensively through customers' previous customer support threads, the bot can be used to train new recruits through relatively cheaper means, all the while retaining similar efficiency. After running several tests against the bot, the domain experts are marked on various criteria and the list is presented to the client, giving them the luxury of choice in noticeably short span of time. Companies have already reported cost savings of upto $200M by shifting to automated training programs and by utilising A.I, one can cut down on the costs on a similar scale without sacrificing on the efficiency that human efforts brings in. Implementing these technological trends into the traditional training program would not only allow startups to afford considerably decent customer support but it'll also enable them to do so significantly quicker.

HelpLama's simple yet modernised take on the traditional outsourcing training has helped them to decrease their usual training costs by 76% and to cut down on their average training period by 37%, all of this while retaining the same efficiency that comprehensive training programs bring.

Training and hiring experts through modern technology trends is bound to have a certain positive impact on the entire customer support industry as a whole. This simple action would not only affect small businesses but also market behemoths to cut down on the cost and time on a larger scale.


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