For a growing business, good customer support is essential. It increases customer retention and helps you grow your business organically. However, it can be expensive to build a customer service team.
Consider outsourcing your customer care to a reliable BPO. You’ll save time and money while getting the same quality service that your customers expect.
Cost-effectiveness
Customer service outsourcing allows businesses to reduce their costs. It also helps them stay competitive and generate revenue by improving metrics like first-call resolution and average handle time. Moreover, the process eliminates the cost of hiring and training full-time employees. Lastly, it allows companies to test new technology without the risk of losing customers.
Besides the fixed salary and benefits, other costs of running an in-house customer service department include office space, equipment, and technology. These expenses can be eliminated by outsourcing your customer support needs to a reliable BPO contact center offshore.
The cost-effectiveness of outsourcing is especially important for a business that has high call volume and a complex product. For example, travel and hospitality companies often deal with large volumes of calls that require multilingual support. In addition, healthcare and insurance companies have specialized customer care requirements that can be difficult to manage in-house. An experienced BPO company can help you identify and analyze your customer service needs and provide you with a scalable solution. They can also assist you in reducing operational expenses and improving metrics such as first-call resolution, average handle time, and customer satisfaction.
Scalability
Customer care outsourcing gives you the flexibility to scale up or down your service as needed. This can be helpful if you experience a sudden increase in demand, such as during the holiday season. Outsourcing to a reliable BPO can help you manage the extra workload without compromising on quality or service. Some agencies even offer pay-per-ticket plans that are more cost-effective than hiring contract agents directly or using automation to stretch your internal team’s time. However, be careful about choosing a provider with hidden feeds or steep minimums. These may be less cost-effective than advertised.
Alleli Aspili is a Senior Specialist for Business Development at Infinit-O, an ISO-certified BPO that caters to SMEs.
Flexibility
Businesses outsource customer support for a variety of reasons. Some may want to save money, while others have a specific goal in mind such as increasing first-call resolution or improving customer satisfaction. Whatever the goal, outsourcing can be an effective way to achieve it.
The key is to choose the right service provider and find a flexible arrangement. For example, if your business sees an increase in customer requests during peak times, you can hire extra agents to handle the demand. And if your business slows down, you can reduce the number of reps you have.
Besides cost-effectiveness, customer care outsourcing is also time-saving. By providing customers with a quick and easy solution to their issues, companies can boost their brand loyalty and customer retention. This will help them increase revenue and stay competitive in their markets. Additionally, companies that outsource their customer support can concentrate on their core business and focus on growth and development. This will allow them to take their business to the next level. This is especially beneficial for small businesses that do not have the budget to hire full-time agents or invest in new technology.
Time-saving
A good customer care outsourcing provider can help save you time by providing a scalable solution for your business. While you can use your own agents, it’s best to hire a call center that offers a full-featured predictive dialer and can handle inbound calls, emails, and website chat messages from customers. This will allow you to focus on your core business processes, while your customer support team works on improving your metrics, such as first-call resolution and average handle time.
In addition, a customer service outsourcing partner can also provide you with software such as Five9 and ViciDialer that is designed to handle large volume of calls, or Zendesk that allows you to manage all conversations in one place. This can help reduce the time required to respond to customer inquiries, and increase your profits.
