Call center outsourcing is here to stay, and it may be time for your business to get on board.
As your business grows, it’s guaranteed to cause a lot of change. One place where this growth-driven change often manifests itself is in how you support your customers. The last thing you want is to see your audience skyrocket while your customer experience and customer satisfaction suffer.
Businesses in this situation often ask a similar question: Should we consider customer service outsourcing? The first reaction to that question perhaps depends on your experience with outsourcing. In this post, we will clear up some of the confusion and help you know the right questions to ask when considering outsourcing, so you’re ready to make the decision possible.
First Of All, Why Do You Outsource?
There are a few main reasons why businesses outsource customer service.
For one thing, handling this task yourself can be quite time-demanding. That echoes truth during times of high demand, such as after you launch a new service or product. On the other hand, customer service requires skill and commitment. Providing your audience with the best possible attention (such as not leaving their emails unanswered for days or keeping them on hold for 20 minutes) can develop loyalty.
This “presence” can lead to word-of-mouth recommendations, which are vital when you’re just starting out. Lastly, it helps you dodge negative reviews (including complaints on socials like Facebook or Twitter), which can make it hard for your business to scale.
Of course, you can just hire another member of staff to reduce the pressure on your current employees. However, there are several advantages to outsourcing no business owner can ignore.
Collaborate with Specialists in Your Industry
Most people live with the thought that outsourcing customer support means using a huge call center in another country with professionals who speak English to varying degrees of fluency. While these places still exist, many companies now turn to services that specialize in their industry – maybe even their specific niche.
Companies often find that they spend less on outsourcing than they would by managing customer service in house. That’s especially relevant when the service provides a pay-per-resolution scheme rather than charging by the hour. What’s more, there’s no need to pay for office space, benefits, and equipment with outsourcing, which lead to even greater savings.
You Get Only What You Need
Who needs to outsource customer support all the time? Companies in need of occasional customer support just outsource when they need extra help, such as during busy seasons, when they have an influx of orders, or if they have a product recall or similar issue that necessitates extra support.
Less Burned-Out Teams
Customer service professionals are able to answer FAQs in no time, but they will still refer any complicated issues to your in-house customer support team. This enables your team to stop dealing with routine support and just concentrate on the matters that only someone from your company can handle.
Offer Better Customer Support Than Others
If your main competitors are providing limited customer service, you may be able to stand out as the better choice by adding more hours to your customer support.
For example, you could outsource a virtual assistant service to offer customer service outside business hours and during weekends.
Speak on Your Customer’s Language
Not everyone in your customer base speaks the same language. By outsourcing your customer service, you will provide your audience with multilingual support to prevent misunderstandings and frustrations. This is particularly helpful if you’re an eCommerce business or are looking to expand globally. Make sure your customer knows that multilingual support is an option – this is another way your business will be more interesting than your competitors.
Experience is Always a Must
Early-stage businesses find it difficult to afford a dedicated customer service representative. If no one in your company has any customer service experience, you might end up providing below-average service to customers.
Outsourcing, on the other hand, can instantly provide you with a team of experts who have access to the latest tech and tools.
An important factor to heed when selecting the right outsourcing service is whether its core values are in line with the service you need to offer. The ideal outsourcing service must be dependable, transparent, and accountable with clear communication channels in this regard.
It must also speak the same language. Literally and figuratively, having a team of professionals who speak the same language and are well-versed in your brand and mission is invaluable.
When your outsourced customer service team supports your business’s success, this can translate into positive outcomes when it comes to customer satisfaction. The option to speak with teams in different languages as well as personalization are both considerable factors that add to establishing long-lasting relationships with clients.
Customer service is critical to the development of your business. Outsourcing your customer support can feel like you’re trusting someone else to take care of your kid, and that is why it is critical to research and make an informed decision.
While it may be intimidating, outsourcing is also a proven way to effectively improve your customer service and offer support to your scaling business. There’s also a good chance to be spoilt for choice when it comes to customer service providers. Yet, contrary to inexperienced opinions, not all services are suited to your needs. That’s why you need to research your options and make a shortlist of just those who specialize in what you require.