When the term ‘Outsourcing customer service’ is heard, the first thing that comes to mind is huge call centers from an offshore location. Few experts believe that outsourcing strategy is a leverage to Fortune 500 companies only. This not true, not anymore.
Outsourcing customer support is a feasible alternative even for small and medium businesses (SMBs) and entrepreneurs. Although there is no match for the service quality and product expertise offered by a business owner, still, as an organization grows, requirements from the separate sectors of the firm multiply.
In case you are not able to cope up with the customer service requirements anymore, maybe it’s time to think about outsourcing. Below, we are going to list few benefits you would get by outsourcing customer service for your business:
Advantages of Outsourced Customer Support
We will be taking point by point analysis of each benefit and see how are these aspects going to add up value and profit to your business, be it of any size. Gone are the days when outsourcing customer service only used to interest big organizations. Even if you own a small business, you will gain a lot from outsourcing your customer service operations. Let us see how:
Diligent customer service professionals
Few of you may flinch at the idea of enabling a third person to respond to calls meant for you. Putting in trust on strangers to offer a superior customer service is a not-so-comforting thought. If your customers are used to hearing you responding to calls, they may not welcome the change much.
But, if you are too occupied and customers are interacting to your voicemail messages frequently, and you forget to make those promised return calls, it’s time for you to make a change. Outsourcing customer support would make sure that a professional is always available to attend the calls to your business. Companies outsourcing these services have a systematic procedure in place, so there is no hassle when someone is absent or on breaks.
Depending on your business requirements, a customer service outsourcer could render affable coverage. If your business is in need of customer support beyond the conventional working hours, outsourcing is the only viable alternative. Your office can be closed or done for the day while the offshore customer support team takes the calls for business.
In case you have a seasonal business requirement, outsourcing will surely benefit you. You can avail the outsourcing support during the peak season and conclude the project as the business slows down.
Your business is growing, so, the requirement for customer support may oscillate with time. For the initial stage, a share agent may work. With the increase in business demands, you approach to have diligent personnel and include more professionals relying on the business situation. If business demand lowers down, it is easy to re-adjust your contract with the third party rather than laying off a full-time team.
When you pay a third party outsourcer for a job you or your team had been doing, it may seem illogical and foolish. But, when you take in account the time it took to answer the client’s issue, you may re-calculate.
Your team have other operations to work on and addressing customer’s service calls could be distracting and impacting your business’s efficiency. Outsourcing will enable you and your staff to keep the focus on core activities and make the business grow further.
The alternative of hiring an in-house workforce is always open. But, if your business has just started and the customer calls are not much in number, you may go with the option of outsourcing the support service. Outsourcing enables you to employee a workforce offshore and leverage of lower labor cost.
Few organizations also provide ‘share services’. In this sort, outsourcing firm’s professionals are managing more than one customer and the pricing is divided among various accounts. You also save a lot of effort and time that you would have put in operations, facilities and equipment.
If you want to install adequate equipment in your in-house facility, additional cost for the same will incur. When you partner with a renowned outsourcing company, you get the leverage to use the latest technology such as VOIP and IVR.
Provides value to the workforce
Suppose you have a small business and your outsourcing firm’s workforce is assisting you in handling your customers. This addition in form of calling agents is a great inclusion to your business. Customers calling to your company and getting attended by different agents every time shows the stature of a bigger and stable firm. So, customers will put more trust in your business while make a purchase decision.