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What if customer support is not one of your core activities? Certainly, you may lack the expertise, resources, and finances to ensure good customer service to your customers. Outsourcing customer service is a great option opted by an increasing number of businesses to reduce their operational costs.
Almost 54% of all companies utilize third-party technical support teams to connect with customers. Because only selling the best product will not allow them to prevail in the industry in the long run. In order to gain new customers and retain loyal customers coming back, businesses have to follow concerted efforts to sustain it.
Report Linker reports says, the estimated market size for global outsourced customer experience in 2022 is at $90.87 billion, which is expected to rise to $173.68 billion by the end of 2029. Due to the highly competitive market, businesses face difficulties to maintain the quality of resources. The limitations for such businesses might be the time factor or enough support staff to offer service after the sale.
Some companies choose to use offshore development centers, while there is a rising trend among businesses to participate in full-cycle processes. This include customer service outsourcing as an important part.
Customer service is incredibly important to today’s consumers, with as many as 70% of customers saying they would leave a company over poor customer service. If the customer service worsens, customers will ruin your brand image over social media and bad word of mouth.
In the 21st century, the mass of the exemplary crowd is moving at an agile velocity. The rise in demand and flexibility of the product is visible at the consensus rate. Nowadays the product life cycle doesn’t stop with the selling of the product to the customer, but it further moves to the desk for after-service facilities.
The satisfaction of the customer lies at most importance for the vendor. In order to maintain the subtle reputation of the brand, arouses the call for extended effort in the form of better customer service.
To rescue the organization from anticipated business turmoil, the usual support lies at the end of the professional belonging to customer support services, expertise in the same.
Most of the big and small companies resort to outsourcing their business functions. Either they choose to outsource most of their functions or just a handful of them so that they can focus on core aspects of the business.
For either of the cases, there are certain key factors to be considered that will help them make informed decisions.
Let’s dive into the factors to consider for making outsourcing decisions for your business.
Every single business seeks to garner cost efficiency, especially in outsourcing. You need to prepare the budget in advance before outsourcing any service and go through with deep analysis of all the pricing of different outsourcing companies.
You need to ensure that you are choosing the right customer service provider to streamline your overhead costs. There are many service providers that actually end up costing firms more money.
Tip: While selecting an outsourcing company for tech support, consider the track record, clientele, and reviews of their service.
It is better to ask about the technologies and tools they are going to use for your project. Discuss with them and find out whether they are capable enough to handle your outsourcing needs.
Many outsourcing organizations offer various solutions, but their under-trained customer service representatives will not offer you the benefits that you’re looking for. So, you need to look beyond those criteria.
Tips:
SLA (Service level agreement) is a critical part of any outsourcing contract. A well-drafted SLA sets expectations for both parties because it provides proper guidance for measuring accurate performance to the set targets.
Few things to remember before moving forward,
When you want it to decide who your outsourcing partner would be, it is important to also understand their capabilities and their market reputation. You can go through the online client reviews that can give you an idea about their competencies.
A good outsourcing partner has credible customers, your industry or domain knowledge and also they have certifications or other industry specific recognition that can help you to evaluate how good they are
One of the key challenges faced by most of the companies is dealing with time zones. At times, your team might need some kind of clarification, important emails may return or work gets stuck until the requirements are well-clarified and understandable for everyone. With different time zones, it’s hard to communicate anytime you want.
Now, the question is how you can deal with working in different time zones?
It is also important to give the team a common working space to share, find, and collaborate on the information they need to get the work done.
Legal protections and laws greatly vary from country to country. To overcome, you have to learn and educate yourself on the enforcement of legal protections specific for your outsourcing initiative. Compliance with regulations about the preservation of client confidentiality and sensitive information is a crucial factor to consider.
Whether it is customer service or technical support outsourcing, businesses may think of reducing the costs by alleviating the burden of repetitive and time-consuming tasks to third-party service providers. They want to keep their focus on the ultimate objective of bringing new prospects into the business.
But the question is what services or business tasks should you outsource? Should you retain what is core and distribute the secondary?
Well, you can decide that based on your business requirements, however, the types of customer service that can be outsourced are as follows:
By outsourcing the above services, you can manage your resources efficiently. They can handle the tech support services that are more crucial.
A well-structured action plan is essential prior to turning for customer service outsourcing. The strategy should focus on how effectively you can achieve your customer service goals.
Consider the below criteria to outsource your support needs
Many business owners probably don’t have the budget to hire and onboard extra customer service rep, because their employees need to focus on day-to-day operations. Outsourcing customer service is the ideal compromise because:
You can save around a total of $3000 in initial setup and infrastructure costs that is close 25 years of Amazon prime subscription at current rates.
When you hire a company for outsourcing customer service, you thought that they are going to take care of everything related to your product. If you are running a matured business, then you need to supervise them minimally and let them take it from there.
With minimal supervision, you can focus on your core business goals. The professionals hired expertise in their domain rather than a freshly trained in-house team.
Customer service outsourcing companies have the right tools and resources to make sure the effectiveness and quality of the customer agent and its services. They have KPIs and analytics in place to measure employee performance and track activities, as well as it bolsters in managing the insight of data for propagating the full-proof business plan.
With existing processes ready to be integrated with your business operations, you don’t have to start from scratch. You are assured that your outsourced customer service team is well-trained, giving you peace of mind and allowing you to focus on core business activities.
Nowadays, every customer is looking for a fast and convenient support service to solve their issues. Handling customer service in the house with focus on, you might be unable to serve superior quality of customer support that you are looking for. And that can affect the overall customer service.
In order to maintain the quality you have to outsource customer support to the best outsourcing companies.
Having a outsource partner have their own established system, tools, a process that you might not otherwise be able to invest in. The well established process helps in delivering faster and efficient support to your customers. The agencies that take up outsourcing work are well aware of how to scale their services for effective customer service management.
How support agency can manage customer service effectively?
The organization takes lots of effort to get a potential customer base. And due to customer support, they don’t want to lose their customers. This fear holds an organization to outsource its customer support.
To overcome these issues, try our bonus tips:
No doubt that the decision of choosing a suitable outsourcing company is very difficult. In today’s fast-paced business world, outsourcing becomes the key driver for all start-ups to big organizations.
To choose the right customer service outsourcing company you need to consider below-mentioned factors:
The risk is the most significant driving factor behind what can and cannot be outsourced. According to the research nearly half, the respondents are doubtful of the security offered by the customer service outsourcing companies. About 30% feel security claims cannot be verified and approximate 20% feel no credibility.
Tip: Apply a data-centric approach for security purposes because it became difficult to control applications, devices or networks in a complex environment.
One big disadvantage of outsourcing is lack of knowledge. The customer support rep does not understand your product. It is very important to identify that your outsourcing partner has domain expertise and are often unfamiliar with company practices and values.
Therefore, may not be dedicated to the company, devoted to the customer or provide a level of service that is in line with company standards and reflects the company culture.
Tips:
So, if you are planning to outsource your project, then it’s important to assess your short-term and long-term goals and create a framework from which to base daily operations to make sure that both parties have clear expectations from each other.
Through outsourcing, you can focus on providing better customer service and earn great advantage for your business, working in favor of both, the vendor and the customer.
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Deepika Mehra is responsible for managing content marketing activities for Website, Blog and Social Media at REVE Chat. She is creative, skilled and accomplished content writer with diverse knowledge of writing technical contents for various websites. She helps many technical organizations to communicate their message clearly across multiple channels.
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