Outsourcing customer service has become more and more popular in recent years thanks to technology. With the internet and more affordable international calling costs, many companies have outsourced customer service to save money and to improve what they can offer customers. Many customers cannot determine when they’re working with internal or outsourced customer services. Here are several of the beneficial factors of outsourcing your customer service department.
Cost
The biggest factor that often determines whether or not a company will outsource its customer service department is the cost. Outsourcing is typically cheaper due to the overall reduction of expenses. While many see it as a direct comparison between the cost of the contract between the call center and the cost of hiring your own internal customer service agents, it’s much more than that.
The cost of outsourcing relieves your company of paying for call center space, utilities, and equipment. The burden of employee training and other overhead, including management and scheduling, is also on the outsourcing company. Additionally, they cover the costs of employee benefits, report and pay taxes, and handle the brunt of all human resource costs. You generally pay a flat fee or a per-agent fee and have little to no other costs.
Flexibility
If you need to add more people to your customer service team for a short period of a few months, you have to bear not only the costs of hiring those individuals but also have space for them. However, once this busier time is over, you now have extra space that may not be used. You may also have had to purchase or rent additional equipment, office furniture, and other items. In some cases, you may have had to agree to leases that are longer than what you need. Even if you didn’t, you may have to go through this rental process annually or even several times a year. With outsourced customer service, you can avoid this.
Customer service providers often allow their clients to add or subtract agents and services as necessary. This means retailers can add more agents during the holiday season to handle orders and returns, but then scale down their team during the slower months. This flexibility is highly beneficial to businesses that are growing as well because they can change the size of their team at any given time without worrying about factors such as recruitment, onboarding, and HR paperwork.
A Focus on Customer Service
Finally, the third benefit of outsourcing your customer service is perhaps the most important. Your customer service partner does not focus on anything else other than providing customer service. Your company, on the other hand, sees customer service as only a small part of the overall business. While you may prioritize it, it simply cannot always be your highest focus.
An outsourced customer service company, on the other hand, will only be concerned about customer service. It will always be the priority, so the company will be able to focus more on providing efficient services, improving training, and decreasing costs. Because all they do is customer service, they will likely provide better customer service than any internal team. For more information, visit: https://callnovo.com/multi-channel-customer-service-outsourcing/