For some business owners, the concept of outsourcing customer service to a third-party provider can be challenging and confusing.
While you understand outsourcing makes sense for certain everyday business practices, you may be unsure if and when it is actually needed, and how these services can help your company.
With these questions in mind, let’s take a closer look at when outsourcing customer support makes the most sense, some tips on successful outsourcing, and the different options that are available:
There are a number of valid reasons to outsource at least some of your customer service offerings, particularly when you experience growth. Of course, it's no secret customers don't want to wait on hold for minutes at a time to resolve an issue. Thus, if you notice increased customer wait times and your live agents can't keep up with demand, you may want to consider outsourcing some of these responsibilities.
According to Entrepreneur, 25 percent of customers admit they have switched to a different service provider after experiencing continued long wait times — 69 percent said they're put on hold for too long — to resolve an issue or get answers to their burning questions.
In addition, if you have seasonal spikes in your business — for example, during the holidays or certain times of the year — you may wish to outsource customer service during these times.
Finally, if you want to start offering 24/7 customer support, outsourcing the overnight hours might make sense; after all, you could still keep your regular team of live agent reps for the day shift and then transition to an outsourced team who can field calls and questions that come in past midnight.
Once you've decided to outsource at least a portion of your customer service responsibilities, it's time to look into different options and keep your staff involved in the decision-making process. Of course, your customer support staff may voice concerns about future employment with your company.
So, if you plan to outsource customer service to a third-party provider to alleviate some of the burdens on your staff, make it a point to explain you have no plans to let anyone go and that you're merely looking to improve day-to-day business operations by increasing your workforce.
In addition to keeping your team informed of any future plans, you should also do some research ahead of time to determine which type of outsourcing will be best for your company, which leads us to our third point.
There are a number of ways to outsource customer service. But one of the most common, budget-friendly and efficient ways to go about it is through a cloud call center. For example, companies like Aspect offer a variety of flexible and reliable cloud-based call center options that are designed to improve customers’ overall brand experience.
Indeed, implementing a cloud call center is an effective way to keep up with customer demands and reduce overall wait times. In addition to call centers, providing enhanced email support is another great option to outsource. If a customer emails your business or company with a question or concern, and you promise a response in 24 hours, this will allow your live agents to focus on calls, while the group hired to answer emails takes on the brunt of the other work.
As you can see, there are a number of valid reasons to consider outsourcing customer service roles and responsibilities, and they all boil down to providing your valued customers and clients with the best and most timely service possible. By taking an honest look at your need for outsourcing as well as the different options that are available, you can experience a seamless and successful transition to this new type of customer service.