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Topics: Customer Care

If you’re among the many people who believe customer service must be delivered in house, you should probably know there are plenty of great reasons to consider outsourcing instead. Outsourcing has plenty of benefits for business owners who choose this route!

Download our free guide to discover how call center technology is evolving.

1. Delivers Better Service

The naysayers argue great customer service can only be provided by employees who care deeply about your firm and your customers. They’re almost always thinking of a team entirely on your payroll; they’re company employees, so of course they care about the customers!

Yet when firms outsource customer service, they often provide even better service to their valued customers. A third-party provider trains staff in the latest techniques and uses the latest technology. These providers also tend to have larger teams. The end result? Better service for your customers.

2. Builds Your Brand

You still might believe third-party providers can’t care about your company the way you do, even if they do provide better service for your customers. It’s a pretty common fear: Many people think their brands will be diluted if they outsource customer service.

Partnering with a call center outsourcing company, however, can actually help you build your brand! Firms with established brands can find third-party providers who work closely with them to build their brand identity into each and every customer interaction.

3. Saves Money

This is the one everyone thinks of when they hear “outsourcing”: It’s going to save your firm money. It’s the most common reason for a company to consider outsourcing customer service in the first place.

When you outsource customer service, you do save money. Cost savings should be a secondary concern next to providing better service, however. Be sure to partner with the right service provider, and remember the lowest price isn’t always the best price.

4. Employs Expert Customer Service Representatives

One of the biggest costs associated with in-house customer service operations is staff. You need to hire, train, and retain experienced and expert customer service representatives to interact with your customers.

When you outsource customer service, you’re essentially hiring an expert team in one go. Your provider has already done the legwork of hiring and training the reps who interact with your customers. The provider will offer additional training to make sure everyone’s clear on how to deliver great service in line with your brand, and now you have a larger team of expert reps ready to deliver the best customer experience possible.

5. Makes You Flexible

You might worry outsourcing your customer service will make your firm less flexible. What if you keep growing? Will your service provider be able to keep pace as you expand your services?

If you’ve picked the right provider, the answer is yes. A good third-party provider can keep up with the demands of your business, no matter how much those demands grow or change. As you continue to expand, your provider will grow right alongside you, increasing its service offerings to keep your customers happy.

6. Provides Better Infrastructure

Infrastructure is a huge cost for anyone delivering in-house customer service. Many firms continue to use outdated technology for exactly that reason: It’s too expensive to upgrade. Outdated technology, however, could be harming your business.

When you outsource customer service, you get access to some of the latest technologies, without needing to account for expensive upgrades in your budget.

How Call Center Technology Is Evolving

Kenny Johnston

Kenny Johnston

Kenny brings over 20 years of industry experience to his role as president of Bill Gosling Outsourcing. He began his career in the United Kingdom in 1993, and has progressed his way through the ranks to his current role. Kenny is responsible for operational budgets, developing client relationships, and working to create the long-term vision, business philosophy, and company culture that Bill Gosling Outsourcing aspires to.

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