The right customer service outsourcing company can be a significant asset for both new and established companies. Before committing or dismissing this option for your business, it’s important to understand the benefits of outsourcing your customer service to a call center.
Benefits of Outsourcing Customer Service
Using a call center can often reduce a company’s customer service costs. Think of the costs related to running an in-house customer service division. You must pay for space and equipment for a team of people you must hire, manage, pay, and train. When you hire a call center company, you eliminate those costs from your end.
It may not be cost-effective for you to hire someone to sit in your office by the phone during the slower hours of the day. However, your limited hours of availability could be costing you potential sales. Customer service outsourcing increases your availability to your customers. Call centers are often open for longer hours than your average business, and because they work with multiple clients, it’s easy for them to catch your non-peak hour calls.
Customer service outsourcing offers flexibility, which can be particularly useful for growing or seasonal businesses. Hiring an in-house customer service team is a significant commitment, particularly for seasonal or temporary positions. You have to spend a lot of money in hiring and training.
Outsourcing allows your customer service to ebb and flow with the patterns of your business. The call center has the capability to quickly increase or decrease the number of employees on a project at any given time.
Call centers give a business the opportunity to scale quickly without taking on large growing costs or risks. In times of great growth, if you choose to have an in-house team, you have to be able to hire and train quickly, and it may be difficult to catch up, which leads to employee burnout. On the other hand, if that growth plateaus or lessens for a time, you may find yourself quickly overstaffed.
Customer service outsourcing provides companies with a way to scale their customer service operation without taking on the risk of over or under-hiring and without the costs of hiring and training new staff.
It might not make sense for an in-house team to hire an extra customer service rep for every language your customers speak, especially if you only receive a few calls a month that require that skill set. Without customer service outsourcing, you may be limiting your potential customer base, or at least under serving it.
Many call centers offer multi-language support, which can ultimately allow you to grow new markets without a heavy up-front investment. They can also provide greater levels of support to your existing customers who speak different languages, which can lead to higher rates of customer loyalty and retention.
Things to Consider
The Abilities of the Call Center
Outsourcing your company’s customer service is only worth it if the call center can deliver consistent, high-quality service. The entire point of outsourcing is to hand over an aspect of your business to someone who can do it better and/or more efficiently. This is why it is essential to do your due diligence.
Before signing a contract, do some primary research. Ask to listen in on a phone call, and consider calling in as a customer of one of their clients to see how well they address your concerns.
Don’t be afraid to ask for data on some of their clients that are similar to your business. Make sure they offer services that match your needs. If your business requires a lot of technical knowledge or a large use of jargon, ensure that your call center choice is prepared to handle that effectively.
The Status of Your Brand/Identity
Outsourcing customer service capabilities can be a great option for companies of all sizes and industries. However, if you don’t have a solid understanding of your company’s brand and how you’d like to have it represented, you may not be ready for outsourcing yet.
Before outsourcing, make sure you have a clear idea of your company’s brand identity and how you want it represented. Remember, the call center’s job is to replicate your company’s voice and brand well, not create and define it.
While outsourcing can help grow your customer service potential, it can’t solve inherent customer service problems that stem from a lack of a clear message. Contact ROI Solutions today to find out how we can help your business improve customer service and save time and energy.