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Topics: Outsourcing

It’s a big question: Should you outsource customer care or not? Providing excellent customer care is part and parcel of your business, and leaving it in the hands of others outside your business may seem like a bad idea. 

In fact, deciding to outsource customer care may be one of the best decisions you make for your firm. The following reasons illustrate why you should, in fact, outsource customer care.

It Helps Your Brand

Most people worry that outsourcing their customer care will result in a weaker brand. After all, you’re the most passionate and informed about your company and what it does. Another company doesn’t care the same way you do, and its reps may provide subpar service to your customers, thus harming your brand. 

Good providers, however, actually help you strengthen your brand! While a poor provider may serve up lackluster customer care, a good provider will go out of its way to ensure your customers get the best care possible. Why? Because what matters to you should matter to your provider—and that includes your brand reputation.

You Can Expand Care

For most firms, call centers and other customer care initiatives are resourceintensive. They require funds, staff, and infrastructure, which can translate into a lot of time and money. The picture becomes even bleaker as you increase services: Add webchat to your existing call center and watch your contact center budget expand, along with the human capital you need to invest. 

A decision to outsource customer care can help you add services without expanding the resources you’re investing. Since your provider already has several client accounts and several centers, it has the staff and infrastructure at the ready to help you expand the services you offer. With outsourced care, 24/7 webchat isn’t just wishful thinking.

You Get the Best Technology

Since customer service providers specialize in one thing—providing customer care—they’re naturally going to use the most up-to-date and best technology available. While going it alone can be prohibitive from a financial standpoint, partnering with a provider can help you access the best technology for a fraction of the cost.

In real terms, partnering with a provider means you can provide exceptional customer care without breaking the bank when it comes time to upgrade.

The Service Is Scalable

There are many myths about customer service that lead to client doubts. Some people worry that outsourcing customer care means they’re committing to a particular level of service—and they can’t get more or less. The scalability of a service is especially problematic for growing companies—and worse if growth happens in fits and starts. Even rapid and sustained growth can present a problem: You sign up with a provider to offer you customer care at a particular level, but you’ve soon outstripped that level of service. You need more.

The right provider will be able to scale with your business, no matter what your needs. No matter the size of your business, you can be confident in the knowledge your provider’s there for you, no matter what you need.

Services You Never Dreamed Of

When people envision customer care, they often think of a call center or other customer-directed contact. That doesn’t necessarily need to be the be-all, end-all of your customer service efforts, however!

When you outsource customer care, you’re partnering with experts who offer more than just one service to help you grow your business. They’ll be able to help you devise a customer care strategy, and they can offer you outreach services and so much more. If you want to continue growing your business, outsourcing customer care can be one of the best moves you make.

How-We-Helped-a-Financial-Services-Corporation-Run-Successful-Campaigns

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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