Outsourcing customer service to a call center that specializes in it will allow you to spend more time on your sales and marketing efforts, without having to hire more people. You can also benefit from costs between five and ten times lower for outsourcing than employing staff internally. This means your employees will have more time for revenue generation activities, such as generating new leads, closing deals and increasing sales by managing existing accounts better.
If Customer Service is not part of your core business then consider this:
One of the primary reasons companies outsource is because they’re looking for cost savings; they want their customer service department to be able to provide them with affordable rates without draining their budget like they would if they employed internally. Many companies have successfully been able to outsource their customer care and technical support needs without having to rely on an external company’s workforce for it. In fact, all you really need is effective communication software that can allow people within your own organization to effectively communicate with those outside of it.
Key Benefits when Outsourcing Customer Service
Increased Revenue Growth : Customers are more likely to make purchases from a company they can trust; one who values their relationship by providing them with excellent service after every transaction. By outsourcing your CS department you can expect more satisfied customers which means greater revenue growth opportunities for your company in the future. Cost Savings – If you choose not to outsource your customer service department you are likely to incur costs that go beyond having a full-time employee who can handle the workload. You will need to factor in the costs of office space, equipment, and utilities as well as insurance, taxes and benefits for your employees.
Greater Efficiency : Outsourcing your CS department leaves you with more time to concentrate on other revenue generating activities. Your company can benefit from faster response times because your suppliers have streamlined operations and their own infrastructure which enables them to complete transactions faster. Additionally, most companies that outsource their customer service departments offer 24/7 support which means access for customers at any hour of the day or night – thus increasing sales opportunities.
Improved Customer Satisfaction : With an outsourced customer service team you can expect to see a greater number of customers who are satisfied with the support you deliver which will increase your company’s credibility in their eyes.
Considerations When Choosing an Outsourced Call Center
Today, there are customer service outsourcing companies in every country and city that provides outsourced customer service solutions; but how do you choose one? The following considerations will give you some insight into what is important when selecting a call center:
Does the company carry out background checks on all their employees? Do they follow a code of conduct provided by industry standards or enact their own policies? Does the company provide information about its business partners such as affiliates and vendors to ensure that you’re well informed about the services it delivers to potential clients? Will they be able to provide references for companies that they have worked with in the past? Will they be able to give you a list of clients who have provided testimonials about their services?
Does the company offer a variety of customer service solutions including technical support, data entry, phone and email responses as well as chatroom support among others? Do they also offer integrated customer relationship management (CRM) tools such as contact tracking so your business has access to this information at all times during outbound campaigns and other opportunities?
How long has the company been providing outsourced customer service solutions? Does it have an established track record or does it appear to be too new to the industry and thus riskier for your business How many agents will the company assign to your account? Can they accommodate high levels of call volume on a quick basis?
Customer service outsourcing is a great way to reduce costs while increasing sales, revenue growth and customer satisfaction. Take the time now to find an outsourcing company that can meet all of these goals by asking the right questions as well as gathering information from previous customers about their experiences with this and other companies.