If you are thinking of handling your customer service in-house, then you should think twice. No doubts, your customers are your most valuable assets, without which there won’t be sales, hence income, no matter how awesome your product or service is. As a result, you would want to keep customer service department in-house. But, is that good idea? Keep reading to learn more.
It Will Cost You more to Set Up a Standard Customer Service
One of the reasons you should think twice about in-house customer service is because it will require a sizeable portion of income to set-up a standard call center in-house. Instead, just like smart companies and business are doing, you should outsource your customer service to third-party customer service experts.
The third party customer service providers often have standard call centers that have been equipped with modern call-center facilities. So, you will be cutting immense cost by taking advantage of their already-set customer service center. You are not just going to cut huge cost but will also leverage the expertise of trained customer reps to grow your customer base.
Your Core Tasks are Likely to be Neglected
It’s so easy to neglect core tasks that guarantee the continued existence of a company. To make matters worse, companies and businesses often do not realize they are paying little attention to their core tasks until the consequence begin to manifest visibly.
Customer service can be quite a time consuming, especially for companies that offer technical products and services that require customers calling in every now and then to lodge complaints or seek technical help. Therefore, in order to make sure that the core tasks receive the most and best attention, it is better to outsource customer service and other time-consuming business tasks.
You, Will, Gain Better Competitive Advantage by Outsourcing Customer Service
When you take advantage of well-trained customer reps and standard customer service tools to attend to your customers’ needs, it will lead to increased customer satisfaction, hence increased customer loyalty.
That’s not all — satisfied customers will spread the news about your excellent service, and may end up attracting your competitors’ customers to your business. Positive feedback from satisfied customers can spread like wild-fire and catch up with other consumers in your niche.
You Will Offer Round the Clock Customer Service by Outsourcing Customer Service
Most offshore call centers operate round the clock to ensure their clients’ valued customers are attended to regardless of what time of the day or night it is. This is also a great source of gaining a greater competitive advantage when you outsource customer service. A customer who is sure of being attended to even at odd hours would pledge loyalty to your business and refer others to your business.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.