Have you been thinking about outsourcing your customer service? Outsourcing is the most common way of maximizing resources and ensuring your company meets customer demands. For many businesses, it’s also a practical way of providing top-notch 24/7 customer service without putting out a significant financial investment.
Did you know that in 2019, one in three small businesses used a business process outsourcing (BPO) service? Outsourcing isn’t just for large companies. Even start-ups and small businesses have started using BPOs or call center companies to reach their goals, expand services, and ultimately, for their success.
Customer service is one of the commonly outsourced business processes worldwide — and for good reason. It’s one of the easiest business processes to outsource. So, if your business is struggling with customer support and you’re looking for ways to manage it, it may be time to consider a BPO service.
Here are some reasons outsourcing your customer service is your best strategy for success.
Deloitte Global Outsourcing Survey 2020 shows that cost reduction is the most common reason companies outsource some business processes. In fact, 70% of those interviewed said cost is a primary factor in outsourcing a business process. This isn’t surprising at all considering today’s uncertain economic situation.
Instead of hiring full-time employees for customer support and investing in equipment, the better option would be to outsource your customer support. This way, you can save on training, equipment, and other expenses that come with building your own customer support team.
Providing 24/7 customer service is not an easy task. Even if you are a large firm, round-the-clock customer support may be impossible to maintain. Fortunately, this is something that many call center companies provide. Regardless of time zones, BPOs ensure you have a team available for customer support 24 hours a day, seven days a week.
Are you providing services for people across the globe? You could also work with a multi-lingual team so your customers could have the option to use the language they’re most comfortable with.
Similar to cost, saving company resources is important for many businesses looking to outsource their customer service.
Building and maintaining your own contact center can be costly. Not to mention, it could easily take up your major resources, such as infrastructure, human capital, labor, and training.
When you outsource your customer support, you instantly gain access to resources you otherwise won’t have access to. This includes a trained team and ready-to-use equipment — all at a fraction of the cost. Also, you won’t have to worry about training employees, as most BPO services would train their staff themselves with your guidance and direction.
You can also be confident that you have the support you need to handle both minor and major customer issues without taking up your own resources. As a result, your business could be more efficient with an outsourced team than an in-house team of customer support agents.
Uncertain economic landscapes and frequently changing customer needs require many businesses to be agile and flexible when providing customer support.
One of the challenges of having your own customer support team is flexibility. You may be hiring additional customer support agents right now because of the high volume of inquiries and issues you’re getting. What happens when this volume has decreased or when you don’t need 24/7 customer service anymore?
When you work with a call center company, you get the flexibility you need to adapt to your current business situation immediately. Let them know your workforce requirements for a specific period, and the right company should be able to help you out.
Employee management takes time and effort. Regardless of how big your customer support team is, it is always best to consider working with a BPO service. This way, you won’t have to think about staffing concerns, such as training, shifting schedules, and timekeeping. By shifting this responsibility to a service provider, you can focus your efforts and resources on other major aspects of your business.
Investing in the latest technology for your customer support may not always be practical. For one, it’s costly. Second, you can’t always be sure how you could make the most of it.
When outsourcing your customer service, you gain access to the latest technology you need to improve your customer support and boost efficiency. The best part? You can have it without investing in any costly hardware or cloud services.
When you’re able to meet your clientele’s needs, customer satisfaction is bound to improve.
With a BPO service, you can rest assured that you have a team of experts taking care of your customers and their needs.
Customer service is essential to any business. It has evolved from simply resolving issues as quickly as possible to providing a responsive and personalized service to your clientele. With the right team, you won’t only be improving customer satisfaction. You will also be increasing customer loyalty.
Get in touch with us for more details on how outsourcing your customer service can help your business succeed. Whether you need a 24/7 customer service or a helpdesk service, Inspiro is ready to work with you.