Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support, the world of outsourced customer service is becoming more popular. Customer service partners give you the ability to have a helpdesk phone number without worrying about staffing, hours, or other time-consuming and expensive operational endeavors.
Also called contact center outsourcing, this can effectively boost sales and make customers happier. No matter what hours of the day or night it is, there will always be someone there to help your customers. The benefits of outsourcing customer service to a contact center are related to cost-efficiency and improved communication with customers. The best part is that you can focus more on the different functions of your business.
This article will dive into the definition of outsourcing customer service and the ideal partner, and the benefits of outsourcing.
What is outsourcing customer service?
To put it simply, outsourcing customer service is when you hand over all of your customer service tasks to a third party specializing in handling customer questions, requests, concerns, and feedback. This could mean that your rep answers simple questions or that they’re there for more complicated issues like cancellations, refunds, product returns, and exchanges.
Outsourcing can seem like a scary word for many business owners. You may think of the job going overseas and the high fees that could occur. Yet, there are great ways to outsource your customer service requests to third-party contact centers to handle, manage, and process for you to help you save time and money. Customer service outsourcing is the traditional practice of outsourcing every customer service aspect (e.g., help desk, billing, and incoming calls) outside your business. Not only can this make your business better, but it also makes it more efficient.
Suppose you’re not paying attention to new options in the space. In that case, you could be missing out on a prime opportunity to revamp your revenue generation channels and form a more solid customer service infrastructure. There are various outsourcing options available, from offshore to nearshore and from startup innovators to enterprise juggernauts. And when it comes down to it, choosing the right outsourcing approach for your company or business is crucial in terms of the opportunity cost you expose yourself to through inadequate management of your brand’s voice and brand messaging.
Who needs an outsourced customer service team?
Outsourcing customer service is a good solution for startups and businesses of almost any industry where the customer service and support needs have grown beyond the capacity of one or two people to manage. Most people would agree that full-time hiring staff is a thing of the past due to the overabundance of outsourcing services today. These days, companies can save their money and time by outsourcing their customer service department to a third-party contact center that they hire. Also, as your company grows, you won’t feel like they’re overworking themselves while maintaining potential customers and growing their business simultaneously.
The most common industries that work with Call Experts are home service professionals like plumbers, electricians, property managers, and more. As well as lawyers, doctors, hospitals, grocery stores, large chains and franchises, e-commerce based businesses, and other service industries.
Benefits you receive from outsourcing customer service.
To offer customers service is not an easy feat. First, you have to consider what they need and provide them with the best solution for their needs. To help your organization, you may need to outsource some of the customer support work. This way, you can work on other things in your company with ease of mind that clients are still being looked after. In addition, customer service outsourcing allows your customer support to concentrate on the tasks that require more of their skills.
Save time by expanding your customer support options.
Outsourcing customer service is a great way to relieve some of the stress in your company. Keeping up with customer support can be a lot of work. Free up your support team to focus on more important tasks while providing quality service to your customers. You can gain time by using a company that deals with both incoming and outgoing calls from customers.
One of your most extensive responsibilities is answering customer calls and emails. This can be an overwhelming process for small businesses, but the good news is that you don’t have to do it alone. By utilizing an outside party for this work, you may also find more opportunities for added savings on your budget.
Outsourcing can bring down your cost.
Outsourcing your customer service operations allows you to spend less but get more! This is because you will get all the benefits and advantages of having and maintaining a loyal and dedicated (and even experienced) employee without paying them. Outsourcing customer service can provide you with the best of both worlds: a full-time customer service representative working for a fraction of the cost. Your outsource customer service team will return your investment in less than one year. These savings allow you to increase profits and hire more people.
Where are the costs cut? By outsourcing some or all of your customer support, you can save on the cost of equipment and facilities and reduce overhead costs such as insurance, payroll taxes, tools, and training.
Great customer phone calls support your brand quality.
There are many reasons for outsourcing to a contact center. It can be because you want to improve your customer satisfaction number. Or it may be that you want to reduce the number of calls you receive personally. For any business, an outstanding customer experience is critical. Ensure that every time someone calls your phone, they can get the help they need and leave with a fantastic feeling about your company.
Take the last time that you called a company. When the call is handled quickly and correctly, you are more satisfied. This small thing makes significant changes to the general customer experience. You will encourage customers to leave positive reviews, return and buy again, and share their experiences.
Service a more significant number of customers.
Customer service is always a cost-effective operation to grow and expand with your business. In the beginning, you might only need to hire one person with a handful of tools, but as your business grows and scales, your customer service protocols must grow with your business. Outsourcing customer service allows you to scale and grow your protocols with your business without stretching resources too thin.
Whether you want to provide customer support to thousands of customers or just a handful, it’s essential to have the right tools in place. Allowing yourself to use the right tools can often be more critical than possessing excellent tech skills. With outsourcing customer service, your customer service solutions and telephone lines will work seamlessly with Call Experts, meaning you will no longer have customer service-related hiccups slowing down your business.
When considering customer service outsourcing partners, choose a company that specializes in customers. Not to mention, outsourcing customer service gives your team access to software specifically designed for handling calls and non-verbal communication. At Call Experts, we take a consultative approach to provide you with the best services using cutting-edge customer service technologies and support protocols that deliver solutions for your business. Contact us to learn more.