Customer service outsourcing has many pros and cons. Yet, most companies that choose to outsource their customer service will eventually save money, time and stress. We’ll introduce you to many more of these benefits in this blog post.
Imagine the following situation: a customer contacts your company with a request that would actually be quite simple and quick to resolve. However, they have to call a few times before finally being put on hold – for a very long time. Becoming increasingly annoyed, they phone one of your employees who is unable to solve the problem right away and so turns them away.
This has disastrous consequences, as the now dissatisfied customer will favor your competitors and give your company a negative review. If this continues to happen, it could seriously damage your image, even though your customer service had the chance to develop a close, personal bond with the customer.
Efficient customer service can be a real competitive advantage which can do wonders for the success of your business.
However, in practice, professional customer service requires many resources, such as time, trained staff, suitable premises and technical equipment.
But don’t panic – as a business owner, you don’t have to worry about all this yourself. Sometimes it’s better to outsource tasks to external service providers. Outsourcing has a lot of benefits which we’d like to share with you. Here’s why outsourcing your customer service is worthwhile:
1. Save Costs
Your first thought is likely to be is it really worth it – does outsourcing actually save money compared to financing your own staff or in-house department?
The answer’s yes. Clever outsourcing allows you to save money on higher quality services. You’ll also save money on purchasing telephone systems, software and equipment, and on maintenance fees.
In addition, the costs for predefined services are much easier to calculate and outsourcing will also reduce your taxable profit.
Taking things a step further, external customer service has a high degree of specialization and relieves you of the expense and effort of training your employees. This will enable them to focus on their core competencies.
2. Achieve Scalability
Outsourcing is perfectly scalable. Billing is usually based on the number of calls and responses to emails or other transactions. You’d be right to assume that costs only increase as the number of prospective customers grows – and so does the turnover.
As a result, you have concrete costs in mind, can make better calculations, and can analyze the efficiency of the services in relation to the costs.
3. Become More Flexible
Want to stop your employees from being overloaded during peak or suddenly busy times? Simply outsource your customer service on a short-term basis to make time for other activities.
Outsourcing gives you increased flexibility, allowing you to only schedule the work you really need.
4. Save Time
To ensure flawless customer service, every colleague needs to know as much as possible about all departments. Training and further education are vital here, not just making it up as you go along.
Requests, problems, suggestions for improvement – all this information has to be processed and communicated. Quickly making someone sit by the phone usually goes pear-shaped and important information disappears into the void.
For external providers, this routine usually works faster and more efficiently – and operates daily around the clock, should you require this.
The choice is yours now: you can either put this extra time into new and more important projects or simply enjoy a little more free time.
The fact is that outsourcing saves you time which you can then invest in other areas so your business can grow more quickly in the long run.
5. Minimize Risks
A problem shared is a problem halved – outsourcing not only allows you to distribute your processes and fields of activity, it also enables you to outsource part of the risk.
Consider the example of data protection: the responsibility for data security now lies in the hands of the external partner too, not solely in yours.
Technological changes, such as updating software, operating systems, or risks due to system failures are no longer your problem.
Do keep in mind though that the market is subject to constant change and regional differences, to which global companies can never fully respond.
For external service providers, handling additional risks is all just part of the company profile.
6. Focus on Your Core Business
Customer service is time-consuming and nobody likes to hang around for a long time with unwanted tasks outside of their area of expertise.
Give your employees a break and allow both them and yourself to concentrate on what matters – namely on core competencies.
Outsourcing frees up company resources to improve the quality of your core business.
Your company can grow by educating everyone in their field of expertise and gaining expert status will give your company an even greater competitive edge.
7. Improve Quality
Nobody is good at everything – customer service is about a lot more than just expertise and competence: a conscientious way of working, a quiet polite manner, a pleasant voice, and the ability to respond appropriately to criticism. Possessing a large amount of technical and industry knowledge is an additional factor required to filter out real prospective customers and to find hidden customer potential – with a keen grasp of dealing with your target group.
Outsourced customer service meets these standards with every single employee, because that’s their job. So leave customer service to the professionals if you want to notice improvements in the quality of customer service and in your core business.
First Impressions Count
It’s not usually the company name that counts when it comes to customer service, but rather the first impression. If you don’t make a good impression, you won’t get a second chance. That’s why you should rely on professionalism, which is reflected in our many years of experience, technical requirements, competent employees, and strategic working method.
A professional partner will respond to your requests, ask questions, and identify with your industry. This allows them to support you passionately and enthusiastically in solving problems in the future.
But trust your instincts a little, because only then can you have enough confidence in the partner to feel positive about outsourcing your customer service. Take a new step towards an innovative future.
Are you still looking for a partner who can manage your customer service end-to-end?
B2X offers you an excellent service with a strong customer focus and high level of support in order to efficiently solve the problems of your target group. Remember: the demands and expectations of your customers are constantly growing. Take a look at the success stories of companies working with B2X – or get in touch!