Outsourcing is the practice of hiring a party outside the company for performing some of the business activities that are usually done in-house. The advantages of outsourcing are vast and the main reason why companies choose outsourcing is because it cuts down cost. The customer service is one of the main business activities that companies usually outsource. With outsourcing your customer service, you will have more time to focus on the core activities of your business.
Here are some of the important things to consider before you outsource your customer service operations.
The Need For Outsourcing Customer Service
For the business to business enterprises, a close relationship with the customers is very important for brand development. Most companies outsource their customer service to cut costs and also to utilize the expertise of customer service outsourcing companies. Make sure to find a customer service company that is in tune with your business.
Return Of Investment
One of the main reasons why companies outsource their business activities, including customer service is for reducing the cost. Customer services of a company should be available 24/7 and managing an in-house team for that will be very expensive. With outsourcing your customer service, you will be able to provide the same level of service at a much more affordable rate.
In addition to the reduced cost and return of investment, you need to consider the added services that come with outsourcing your customer service. Most of the customer service providers offer more than analytics and phone call recordings. The added services will improve the return of investment and you need to consider that before you make a decision on outsourcing your customer service.
This is one of the most important aspects to look for in a customer service outsourcing company. According to statistics, around 70 % of customers leave a company because of poor customer service. Therefore, you need to be very thorough and careful in outsourcing your customer service. Make sure that the customer service provider you choose has enough expertise in managing customers.
Many companies when they gain financial stability start their own customer service team and would want to bail out from their customer service provider. Most of the service providers demand a huge fee for the release of the hotline numbers and if you are not willing to pay and change the hotline number, it will have a negative impact on your customer service. It is better to choose a service provider who offers phone number ownership from the very beginning.