Posted by Outsourcing Customer Service is not a new trend, but it is often one that causes business owners to feel conflicted. The reality of the situation is that for some businesses in today’s current environment you need to be able to maintain and build a large number of customer relationships quickly, which can be challenging for businesses who are trying to do it all with limited resources.
Call center solutions for small business have become an increasingly popular option for businesses. With the need to cut costs, many companies are looking at outsourcing this department, especially since it could help them increase productivity and profit margins. Here we will look at the pros and cons of outsourcing your customer service division, so you can make the right decision for your business.
Here are the top 5 pros of customer service outsourcing
Pro: Cost savings.
Pros of Outsourcing Customer Service It is cost-effective. Because you are outsourcing to an offshore customer service agent, you get the benefit of affordable labor. This is usually the biggest draw for a company looking to outsource customer service. When you hire someone locally, they are not only going to cost more money, but they will never be as efficient as someone who is outsourced due to the language barrier. The best part? There isn’t really a set salary for top BPO services provider agents, so you can get them to work on a per-minute basis—meaning that if they complete calls quicker than expected, they’ll end up working fewer hours than what was originally agreed upon.
Pro: You can focus on the core business.
To summarize, outsourcing your call center solutions for small business is a great option as you’re starting out and trying to generate revenue. Because it’s easy to get started and allows you to scale your business accordingly, while saving you time overall. It will help you focus on growing your online store business and not have to waste time with customer service handling by yourself.
Pro: You have 24/7 coverage.
Although outsourcing call center solutions for small business has many advantages, it is still quite costly. On the other hand, there are a wide variety of inexpensive outsourcers like call centers all over the world that would be more than happy to take your calls and emails 24/7. They are professional and have been trained to focus on current trends in customer service as well as various aspects such as answering emails and dealing with difficult customers. While a good number of the customers represented in this study were satisfied with their outsourcing experience, the long hours and tight schedules were not for everyone. But those who do go this route should know that they’re not alone if their call comes in after hours or if a delayed email arrives in their inbox toward the end of the day. Because even though you may be paying an outsourcer an hourly rate, your clients will be paying them too—through frustration!
Pro: Help desk support allows your in-house employees to focus on more important tasks.
There are many ways to get exceptional help desk support for your business. However, you should do your due diligence before making a choice. You don’t want to hire a company just because they’re the cheapest; you want someone who can handle the task at hand and support an efficient workflow, too.
Pro: There are no requirements for minimum headcount for customer service management.
Customer service outsourcing is often a viable option for small and medium businesses looking to either supplement or replace their internal customer service team. However, there’s a host of companies offering this service, making it difficult to determine which one to decide on. In order to learn what questions you should be asking when determining which company to use, we’ve compiled a list of the most important criteria, along with some of our key findings. Here is what we found.
Final Words:
With these top 5 pros, you now have a greater understanding of the benefits of outsourcing call center solutions for small business. Take a look at these five pros of outsourcing your customer service and see if they work for you. If not, perhaps one of the other top outsourced services might be the right fit. Go ahead and try one or do a bit of comparing. You won’t know until you try!