For at least the past decade, outsourcing customer service has become the norm rather than an option for major companies, SMEs, and startups. Freelancers and contact centers offer businesses a wide range of customer services including taking inbound calls, outbound call backs, email management and monitoring, text messaging, real-time chat, and more.
The number of contact centers who try to win more clients with premium services at low fees continue to grow. This is just one of the compelling reasons why businesses should consider outsourcing segments of their client engagements. If you’re an entrepreneur, how will your business benefit from outsourcing your customer service operations?
Here are the top 5 benefits of outsourcing customer service to remote workers and contact centers.
1. Cut Costs
Creating an entire customer service department requires a significant investment. Along with the time and effort that come with hiring, training and onboarding CSRs, the costs of purchasing, setting up, and maintaining equipment for the department may prove too steep for start-ups and SMEs. At a fraction of the cost of establishing an in-house customer service, you can just outsource all these worries away.
2. Realign Resources
With tedious business processes out of the way, you can realign your resources, both your capital and your workforce, to focus on your core competencies. This can lead to innovation and improved product quality.
3. Hire Specialists and Experts
Instead of hiring remote workers who rely on scripts and protocols to answer inquiries or resolve issues, you can instead hire qualified individuals who don’t have to feign knowledge or expertise. Whether you are offering a product or a service, there’s bound to be a contact center who also has specialists on tap.
4. Get More Work Done
Outsourcing customer services means that you can hire remote workers from anywhere in the world. Acquiring services from different time zones mean that you can set up a 24/7 customer service hotline to get more work done, resolve more issues, and convert more sales.
5. Improve Customer Experience
All contact centers enter into service level agreements (SLAs) with their clients. As the term implies, the SLA outlines the level and quality of service that clients should expect from the provider. Contact centers live and die by the quality of service that they deliver, which is the reason why they put in the extra effort to keep their clients happy. Their efforts to keep you happy will result in a better customer service experience for your enterprise.
With these and other benefits, it is easy to see how outsourcing your customer service can increase your profitability. If you are considering this option for your business, make a thorough risk-rewards analysis to determine if outsourcing will indeed add value to your company.