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Topics: Customer Care

When it comes to delivering better customer service, outsourcing might not be the first thing you think of. But it should be: The data show a clear correlation between better customer service and working with the right third-party provider.

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You might wonder how it’s possible. After all, most people would think keeping things in house is the best way to ensure great customer service. The truth is sending your customer service responsibilities out of house has major advantages.

Expert Reps

If you’ve tried operating an in-house call center, you likely know the ongoing struggle of hiring and training—and then retaining—highly qualified people. High turnover all but ensures the best people leave, and there are times when you hire a dud or two—people who simply don’t work out.

While these problems persist anywhere, your third-party provider has had the chance to develop a highly trained team of expert call managers and customer service reps. A good provider will have lower turnover too, meaning the best reps stick around longer. These reps are willing and able to resolve customer issues sooner and more satisfactorily, resulting in happier customers at the end of the day.

Saving Time and Money

Firms also decide to outsource customer service responsibilities because it saves them time and money. In fact, whenever the topic of outsourcing crops up, this is usually the justification for doing it—because it’s true. Outsourcing does save time and money. You spend less time hiring and training people, and less time upgrading and implementing new infrastructure.

In turn, you save money by not needing to invest all that cash into new technology or dumping money into a hiring and training program. Your staff members can also be more productive, getting back to their other responsibilities. At the other end, the customer service reps are already trained to use the technology they’re employing, resulting in less down time and more time interacting with your customers.

More Interaction

There’s another fairly obvious advantage companies gain when they outsource their customer service responsibilities: the ability to interact more frequently and deeply with their customers. Employees may not be dedicated to customer service full time, especially in smaller firms; you might need them to wear more than one hat. They might forego sending that follow-up email or calling customers to ask how their latest visits to your store went because they need to focus on something else.

When you outsource customer service, you’re adding an expert team of dedicated customer service reps; their job is to make sure they’re following up with your customers. It translates into more frequent, and often deeper, interactions with your customers. In turn, your customers are most definitely receiving better customer service.

The Services You Need

Want to add outbound service to your call center? Need to expand the ways your customers can get in touch with you? Are you reaching into a new market, one where your customers are in a different time zone entirely? Outsourcing your customer service can get you the services you need to support these efforts.

You may not be able to provide a multi-center strategy or truly follow the sun on your own, but when you team up with a call center provider, you can. Similarly, you may not have the in-house capacity for adding outbound services to your already overtaxed customer service team—but a third-party provider most definitely has that capacity.

Better Customer Service

All the way around, companies that outsource customer service responsibilities realize better customer service for their clientele. Whether it’s more frequent interactions with expert reps or just the ability to webchat at two in the morning, your customers will appreciate your newly expanded capacity to deliver superior service.


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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