According to recent studies approx 37% of small businesses outsource at least one business process. In addition, accounting, IT and financial services are the most common areas in which companies outsource. Many companies outsource marketing strategies like SEO, data analytics, manufacturing and retail, but have you thought about your customer service?
This department is critical when it comes to helping your business attract and retain customers, and you should consider outsourcing it to get the results you want. Below are five key benefits of outsourcing customer support.
Outsourced customer service makes this easy for you expand your business to meet existing and potential business needs. Let’s say your company’s call volume is projected to increase by 60% during the peak season.
Would you have the solution in-house to meet the increased demand? You risk alienating your customers by trying to use the existing customer service team to handle the query.
Attempting to hire additional staff and build out infrastructure to meet the demands of the rather short peak season could be too much of a hassle for such a short period of time. Fortunately, an outsourced provider can provide the staff needed to meet the increased demand.
Outsourcing customer service can help you save money on wages and overhead. Many business owners agree that outsourcing their customer support can save them significant costs each year.
Outsourced customer support providers already have the skilled staff and infrastructure needed to deliver world-class services. They’re also optimized to improve efficiency, resulting in minimal or no costly errors. Trying to replicate this in-house can take time and significant investment, which is avoidable by outsourcing to a third party.
Improved customer experience
Customer service outsourcing can improve the customer experience in a number of ways. First, it can give organizations access to customer service representatives with specialized expertise that may not be available in-house. This strategy helps customers get better, more accurate answers to their questions.
Outsourced customer service representatives can also be available 24/7 so customers can get help when they need it. Additionally, outsourcing customer service can reduce wait times and improve response times, giving your customers faster answers to their questions.
For example solutions like Sirius XM for business can provide dedicated services to help you deal with customer complaints quickly and effectively and provide satisfactory follow-up for a better overall experience.
Access to specialized skills
Outsourced customer service provides access to specialized skills that are not always available in-house. This includes customer service representatives with language skills and technical expertise.
By outsourcing customer service, companies can offer their customers 24/7 support, faster response times, and greater product knowledge. Outsourcing customer service can also help reduce operational costs and free up internal resources for other tasks.
According to the research results, 84% of companies that work hard to improve their customer experience report increased revenue as a result of their efforts. On the other hand, companies that overlook or disregard the customer experience fall behind their competition. It’s no surprise that customer experience is perceived as the next battleground in business.
In reality, many customers think about how a company will treat them before deciding to do business or trade with them. If your business wants to make more money, you need to give customer service the attention it deserves. An outsourced customer service solution can help you with this.