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Topics: Customer Care

Package and freight delivery isn't an easy job. While it’s essential to move parcels from customer to customer, place to place, there’s plenty that can and sometimes does go wrong. Maybe the package is lost. Maybe it doesn’t arrive on time. Maybe the customer gave you the wrong address, or perhaps there’s no one to collect the package when it arrives. 

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It’s a process fraught with trouble, which means you end up spending a lot of time and money on customer support. If it’s been eating up a lot of your budget, consider outsourcing customer support.

A Box Full of Trouble

From door to door, there’s any number of things that could go wrong along the way. The parcel might get stuck in customs because the customer didn’t fill in the proper paperwork or pay duty, or maybe you received the wrong address. 

The end result is you spend a lot of time talking to customers—both those shipping and those receiving. It’s a complicated process, even though you try to make it as simple and smooth as possible.

Turning to Outsourcing

Customer support can eat up a good chunk of a business’ resources, including time, money, and people, and this is especially true for package and freight delivery companies. Since they spend so much time dealing with customers—and customers on both ends of the line—they need top-notch customer support, and they need to deliver it in an efficient and cost-effective manner. 

Outsourcing your customer support is often more economical and efficient, and it often delivers a higher caliber of customer service than you can provide on your own.

Improving Quality

How does outsourcing customer support improve quality?

Good outsourcing companies have the expertise and experience to help you manage your customer service every step of the way. They use the latest technology to better manage the process, along with providing excellent training for the customer service agents who will interact with your customers.

Better yet? You get instant access to a number of highly trained representatives, which means your customer support staff expands. Your customers will get not only better service but faster service too. If your customers have ever complained about needing to wait on the line for a rep, outsourcing might be the solution you’re looking for.

Reducing Costs

As mentioned, customer support can take a big chunk out of any business’s budget, but it can be an especially large bite in the freight delivery industry, simply due to the complexity of logistics. Your customer service might be costing you a lot more than it needs to.

Outsourcing customer support can help you tame those costs, even as you improve service quality and speed. How? Improved efficiency means lower overhead costs for you. Your provider will also work with you to ensure the optimal level of staffing—so you’re not overpaying or understaffed for your needs. Scalability allows you to grow as you need, providing the support your customers need, when they need it.

Understanding-Your-Outsourcing-Needs

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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