Choosing to outsource your customer service is a big decision. You might have already thought about the cost benefits of doing so but nervous that you’ll lose that specialized touch and branding that you think your customer service department has nailed. If you are still umming and ahhing about whether to outsource your customer service then have a browse though these benefits – it may just give you the confidence you’re looking for.
Here’s 5 of the top reasons that companies choose to outsource.
Concentrate your in-house efforts on your main product
Your business is not customer service (unless it is, in which case why are you reading this?!) so why are you putting in efforts to support in house? Your business should be about producing and selling your product or service – not customer support. Concentrating your efforts in house on your product or service and outsourcing other business functions keeps your business running smoothly – with the right contractors on board, of course.
Remove the need for excess resources
Call centers require staff, equipment, managers, floor space, parking… The list goes on! If these resources are all being used purely to run your customer service branch, then you might be wasting resources. If you’re running low on floor space do you really need that support team in your building?
By removing these overheads associated with running your own customer service center, you may be able to spend the money elsewhere. Customer service support centers that are outside have optimized all these overheads so they can pass along the saving to you.
Customer service can be a real headache! If you have unhappy customers always on at you then it can wear you down pretty quickly. Moving to outsourcing removes this stress from your business. Outsourced customer service implements methods for managing customers to reduce their annoyance with the company. Leaving it to the experts, they can help to rectify situations quickly, easily, and before they escalate.
Get immediate relief
If your team is struggling to keep up with the growing demands placed on them, then adding an off site customer service team, even if just to complement them, may be a good option. You outsourced team can pick up the easier tasks at first, leaving your in house team able to answer the real curly questions. Over the course of time you might decide to move tasking around, or reduce the size of one team or the other. The beauty of the outsourced team is that they can just step in to help when you need it most.
Customer service is an important part of any business, for sure, but should it be kept in house? There are many benefits to choosing outsourcing, and it’s not only from places like India or the Philippines either. Speak to us at PRG about complementing your business with an outsourced customer service team from within the States. You might just find it’s the perfect fit for your business!