More and more companies are increasingly hiring customer service outsourcing companies. Outsourcing customer service is simply the practice of handing over the customer service of your company to a third party who is specialized in customer service. The benefits of this business solution include convenience, cost effectiveness, access to up-to-date customer service equipment and software programs, 24 hours service, as well as access to affordable expertise.
Let’s examine these benefits one after the other;
Due to multiple tasking in most businesses and companies, customers are usually not given the quality attention and service that they deserve. Often, employees who are charged with tasks such as keeping office records are also responsible for attending to customers’ needs. As a result, customer service is done haphazardly.
For instance, customers are often kept waiting at the other end when they call in to have issues related to product or service resolved. Sometimes, they are met with engaged or busy tones. This can in turn lead to losing customers to a competitor who prioritizes customers more than other business activities.
And, the secret of such competitors is that they are leveraging customer service outsourcing companies to provide convenience to their customers in terms of ensuring timely responses to calls, timely resolution of complaints, and ability to call in any time of the day or night (24/7 service) to resolve issues with the products they purchased.
It’s no news that cost effectiveness is the main reason for the popularity of outsourcing. Compared to hiring employees in-house, it is much more cost effective to hire a third party to handle the task from their own outfit or work space. The provider or third party may even be in another country (offshore outsourcing). The most important thing is that the job is accomplished professionally, in a timely fashion, and in a way that will help a business cut back on business running cost significantly. On the contrary, hiring in-house staff would usually cost more, basically as a result of increased overhead costs and expenses.
Up-to-Date Customer Service Equipment and Programs
Most small businesses and even some medium-scale firms may not be able to afford the sophisticated and up-to-date customer care equipment and software programs that most customer service outsourcing companies use. Therefore, by leveraging the services of such companies, businesses are able to enjoy improved customer service in a highly affordable manner.
24 Hours Service
Most outsourcing companies that offer call center or customer service outsourcing usually work 24/7. Their employees take turn to handle different sessions. For instance, some employees will work morning shift, some will undertake the evening session, while the rest will handle the call center all through the night. This way, customers are able to call in at any time, even during odd hours to get solution for their technical problems.
Finally, companies and businesses leverage customer service outsourcing companies to gain access to affordable expertise.
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 build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.