This quote sums up everything about why customer service is an irresistible aspect for any business. Today, in the times when businesses are using high-end technology and latest advancements to craft the best product or deliver the superior service, it becomes extremely crucial to stand out of the clutter.
And how do you do that? By offering an unparalleled customer experience.
It can’t get any simpler than this. Customers are the sole reason you are in business. If you cannot give them what they want, your business will surely struggle to survive.
So, customer service is the most significant business function that draws that line of differentiation between a successful organization and the rest.
If you are running a company, you must be knowing that how hectic and costly it becomes to maintain an in-house customer service staff.
On the other hand, collaborating up with a call center often raises a lot of doubts in the minds of business owners.
The main question still persists:
Is outsourced customer service really necessary?
Well, IMHO, outsourcing your customer service is really a clever strategy, doesn’t matter what is the size of your company.
Today, when the businesses are cutting each other’s market share by providing exceptional service level, you cannot simply overlook the customer’s preferences.
After all, they (customers) are the only aspect that can make your business reach an apex level in the market.
One of the best strategies to implement astounding customer service is by delegating the business function to a third-party vendor offshore.
Why you ask? Well, here are the reasons to outsource your customer service right away:
Look at the other alternative i.e. keeping an in-house team. You would require to invest in setting up the phone system along with other high-end tools as you do not want to leave any stone unturned while serving your customers.
In addition to this, you would require to hire & train your customer support team, which is again going to put a load on your pockets.
However, outsourcing does have the ability to transform your fixed costs into variable costs. It means you won’t be requiredtopour money to provide an unmatched service level to your customers.
Accessible skilled professionals
Outsourcing offers you a chance to get some trained and highly experienced professionals straight away. Amazing isn’t it? You don’t have to train them and not spend a single second on hiring them.
The call center you will be partnering up with would already possess enough resource i.e. agents that have undergone stringent training. So, all you would be getting a team of professionals ready to take care of your customers.
No issues of scaling
Getting an exceptional outsourced customer service also unburdens you with the problems associated with high or low scale requirements.
The call centers have enough resources to match with your high or low call volumes. An in-house team has to hire andlay off agents at the timesof upscale and downscale respectively.
Outsourcing weeds this concept altogether. A competent call center is supposed to be working on more than one project at a time i.e. they have resources that can be shifted from one project to another if required.
If you own a product based company, then ideally your entire focus should be on the product development function.
In case if you are trying to handle customer service internally, then it is obvious that your attention will be divided. Hence, what you could achieve in a product by giving 100 percent of your focus is now left behind.
Therefore, outsourcing gives you a chance to give everything to the tasks that drive the revenue stream of your business as the call center will be efficiently handling your customer support function.
Since your customers will be interacting with professionals who hold prowess in handling customer’s grievances, the CSAT score would be pretty much high.
It would be so because the metrics such as first-call resolution, average handle time and customer satisfactionwould be perfectly regulated.
Now, if your customers have to hold for a negligible amount of time on the phone call and most of their queries are solved on the first call itself, a higher customer satisfaction rate will be attained.
This increases the likeability of your customers come back to your business in future. Hence, customer retention rate increases, which in turn, positively impacts the revenue of your business.