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Topics: Outsourcing

Customer service is an essential part of your business. Your company won’t succeed without it, even if you sell the best products in your industry. It attracts new buyers and keeps loyal customers coming back for more, so you have to make a concerted effort to maintain it. 

Unfortunately, many organizations are pressed for resources. They don’t have the staff or the time to serve their clients’ after-purchase needs. But if service gets bad enough, customers may revolt and ruin their service provider’s brand. 

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Outsourcing customer support can help protect you from these risks. A well-coordinated service strategy can keep clients satisfied without putting an additional burden on your employees. Read on to find out how this method can help your business.

1. You Save Money and Resources

This is the biggest, most obvious reason to outsource, but it’s worth repeating. Business owners probably don’t have the budget to hire and onboard additional client service staff, but their employees need to focus on day-to-day operations instead of fielding calls. Outsourcing customer support is the ideal compromise, as it eliminates excessive costs while allowing your staff to focus on their own work.

2. They Handle More Than Just Telephone Calls

In today’s environment, customer service is all about meeting your client on their level. Having a top-notch telephone service means nothing if people reach out to you through email or on social media. A specialized consumer engagement agency can evaluate the ways in which consumers contact you and tailor your call center technology to suit those platforms.

3. You Don’t Have to Train Your Employees

Anyone can use a phone with ease, but it’s much harder to make a call personable and inviting. You’re responsible for how your employees engage with your audience, so if they alienate others, you have to train them better. Outsourcing customer support allows you to hire managers and representatives that already have these skills, so you don’t have to go to great lengths to instill these characteristics in them.

4. You’ll Take Pressure Off Your Administrative Staff

When owners consider outsourcing customer support, they often worry about losing the personalized touch that supposedly comes with an in-house service staff. But how personal can this service be when it’s carried out by an overworked administrator who has to balance 50 other tasks? After all, these calls often fall to them, increasing their stress and preventing them from fulfilling their real duties.

The argument that outsourcing doesn’t reflect a company’s culture or agreeable demeanour is overstated. The right agency will be able to capture your organization’s vibe while removing the burden of customer support from your administrators’ shoulders.

5. You Gain Greater Control over Calls

Telephone equipment is expensive, but it lets you serve your customers better. External agencies already have this infrastructure in place, so you don’t have to pay for these premium perks. You’ll receive 24/7 service, as well as queueing or rerouting features that will send calls to the right person every time.

6. It Offers More Control than Unsourcing

Larger corporations have turned to unsourcing as a way to eliminate customer service costs in recent years. This method uses customers’ accumulated knowledge to troubleshoot problems for novice users, but it can have unintended consequences. It can’t be used for any issue that involves a customer’s personal information, and angry users will inundate you with calls and social media messages if information is wrong.

7. You Won’t Suffer from Poor Customer Service as Your Company Scales Up

If your business experiences sudden growth, you’ll need front-of-line workers to meet your new customers’ needs. In-house customer service departments rarely scale easily, but this isn’t an issue when you outsource. Client care agencies often have more staff, so you can take advantage of their resources to maintain your momentum.
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David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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