Are you looking to improve your customer service experience but don't have the resources to do it in-house? Outsourcing to a reliable customer service provider may be the solution you need.
In this blog post, we will outline some of the top reasons to outsource customer service and how it benefits your business in terms of improving your operational efficiency and resource flexibility that translates to increased sales and customer lifetime value.
Why is customer service outsourced?
Customer service is often outsourced because it is considered a non-core function by many companies. A company's core functions are those activities that are directly related to its primary business and contribute to its revenue goals.
Customer service, while important for maintaining customer satisfaction and loyalty, is not typically seen as a core function in the same way that a company's product development or marketing activities are. As a result, companies outsource customer service in order to focus on their core competencies and leave the customer service aspect of their business to a customer service outsourcing company.
Phone support, email and chat support, and social media support are among the most commonly outsourced customer support services because they can be easily handled remotely. These channels also tend to have a high volume of interactions, which can be efficiently handled by a team of customer service representatives working in an outsourcing call center.
In addition, phone, email, chat, and social media support are often provided on a 24/7 basis, which can be difficult for a company to maintain in-house. Outsourcing allows companies to provide round-the-clock support to their customers without the need to staff their own customer service department beyond traditional business hours.
Furthermore, many companies choose to outsource these types of customer support services because they require a certain level of specialization and expertise to handle effectively. By outsourcing, companies can tap into the specialized skills and knowledge of their contact center service provider.
What are the reasons to outsource customer service?
Some of the multinational companies that have outsourced their customer service to the Philippines include Amazon, Google, and Microsoft. We listed down below some of the reasons why these top global companies prefer to outsource instead of hiring in-house staff.
Focus on core business
For global companies, one of the reasons to outsource customer service is to focus on their core competencies while their outsourcing vendor manages their customer service inquiries. This allows them to have more time on high-ROI tasks to improve their overall bottom line.
Outsourcing customer service allows companies to scale their operations up or down as needed, without having to hire and train additional staff. Outsourcing customer service is a cost-effective solution to beat the Christmas holiday rush and ensure all tickets and inquiries are answered in a timely manner.
Improved customer experience
Some of the reasons to outsource customer service is to provide 24/7 support to your customers, which can improve their customer experience and your brand reputation. Also, when customer inquiries are handled promptly, it results in higher customer satisfaction levels that encourage repeat business.
Access to a larger pool of talent
One of the benefits of outsourcing customer service is the access to a larger pool of qualified candidates, which can be particularly useful for businesses in an industry with high turnover. In addition, it can also provide them with specialized skills that are not present in their organization.
Save on labor costs
The true cost of outsourcing customer service is cheaper than hiring an in-house staff. This is because of the monthly recurring benefits that come with hiring a full-time employee. When a company chooses to outsource, they save on labor costs by up to 70% as their outsourcing partner will shoulder their recruitment, training, equipment, and office space.
Standardize processes and systems
For small companies, one of the top reasons to outsource customer service includes standardizing their processes and systems across different countries and regions, which can be helpful for ensuring consistent service quality.
Serve a global customer base
Some of the benefits of outsourcing call center services may include serving a global customer base. By outsourcing customer service, multinational companies can provide support to customers in different time zones and in multiple languages, which can be difficult to do with an in-house team.
Is it better to outsource customer service?
Customer service outsourcing can be a better cost-cutting measure for companies like start-ups that want to focus on growing their business while maintaining a positive cash flow. However, just like other business strategies, there are also risks associated with it, such as loss of control over the customer experience, language and cultural barriers, and potential issues with communication and coordination.
That said, it’s important to choose a reliable service provider and minimize the risks of outsourcing customer service. There are several factors to consider when evaluating potential outsourcing partners. Some things to consider include:
- Cost: Is the outsourcing partner offering competitive pricing?
- Expertise: Does the outsourcing partner have experience and expertise in the specific area that you need support?
- Communication: Can the outsourcing partner effectively communicate with your customers and your internal team?
- Quality: Does the outsourcing partner have a track record of delivering high-quality customer service?
- Cultural fit: Is the outsourcing partner a good cultural fit for your business?
By considering these and other factors, you can make a more informed decision about which outsourcing partner is the best fit for your business.
Outsource Your Customer Service Needs to ManilaPros
ManilaPros is a leading outsourcing company in the Philippines with an expertise in Ecommerce. We provide scalable staffing solutions for customer support services such as phone, email & chat, and social media support.
At a flat monthly rate, you can hire highly-skilled agents that work your schedule. And the best part is our service plans come with a dedicated account manager for effective oversight management and a back-up support for uninterrupted service.
Contact us today and learn more about our customer support services.