Running a Passenger Transport Business in 2023
Passenger transport business owners are well-acquainted with the ever-rising fuel prices and the rising wages. Depending on how many vehicles you have to maintain, your biggest business expense may be driver retention and fleet maintenance. As a result, some transport companies tend to cut corners in other aspects, in order to keep the lights on.
How Outsourced Contact Centers Help Increase Profitability
Skimping on customer service cost may mean reducing the number of agents you have on payroll. This may also mean using cheaper and low quality dispatch softwares. But this doesn’t have to be the case.
The number one reason why successful passenger transport business owners outsource their contact centers is because of profitability. Building an in-house contact center to handle your dispatch and customer service can be expensive and tedious. You have to be on top of everything, from choosing the right people and training them to use dispatch softwares to managing them.
Because outsourced teams are usually off-shore, set up and employee retention costs are significantly lower. Outsourced contact centers are also known to provide top quality customer service because of experienced and skilled agents that need little to no training from the business owner. Meanwhile, hiring locally for these specialized tasks may be detrimental to your company’s core functions. Your in-house team is better off performing fleet maintenance, marketing, and making sure you’re compliant to local laws and regulations, as these things may cost you more in the long run.
The Role Customer Service plays in Customer Retention
One of the most costly things you have to spend on when running a passenger transport business is customer acquisition. Because of the transportation industry’s competitive landscape, companies may need aggressive marketing efforts in order to acquire new customers. This is why retention is more practical and profitable in the long run.
Customer service plays a huge role in retention. Making sure that your passengers experience excellent service not just during their rides, but before and after as well, can help elevate your brand and make it memorable. Here are some things you have to look for when outsourcing your dispatch and customer service:
- Scalability – The contact center is ready to provide your needs, whether you need 1 or 100 agents to handle your calls and dispatch
- Specialization – The contact center has years of experience in the transportation industry
- Accessibility and Multi-channel Support – The contact center can communicate with your passenger through email, chat, and live calls, 24/7
Pac Biz has years of experience working passenger transport business owners. All dispatch systems are accepted, operated by skilled agents.
