Customer Service Outsourcing by Votiko Increases Client Satisfaction
Outsourcing customer service is a smart and cost-effective way to help your business grow and keep your customers happy. It may seem strange to entrust your most valuable asset (your customers) to an outsourcing company, but business owners have seen significant benefits from doing so.
In fact, according to one survey, 78 percent of business owners around the world are satisfied with their outsourcing partnership. Outsourcing has also helped lower costs in routine business operations by 59 percent.
More advantages of outsourced customer service can be found in this article. Continue reading!
The Advantages of Outsourcing Customer Service
When you outsource your customer service, you ensure that your customers receive the best possible treatment. Outsourcing not only increases your company’s availability to respond to client complaints, but it also saves you money and allows you to focus on other elements of your organisation.
Not sure how outsourcing can make all of those things possible? Below, we’ve outlined how everything works.
Broaden Availability of your time
The majority of businesses are open for 8-12 hours each day throughout their local time. Some may be closed on weekends as well.
Customers in different parts of the country (or the world) may find it difficult to reach you during times that are convenient for them because of these predetermined hours. In this regard, outsourced customer service organisations are quite adaptable.
If that’s the type of coverage you need, they can make sure agents are available 24 hours a day, seven days a week to help your consumers. Even if you don’t want to have a call centre open 24 hours a day, having more availability can help a small business become more authoritative and boost its overall reputation.
Not to mention, clients appreciate organisations that they may contact at their leisure. That is, they will continue to conduct business with you and may even refer friends to your organisation.
Other Aspects of Your Business Should Be Improved
We can all agree that customer service is an essential component of any business, regardless of the product it sells. Your business would not exist if it weren’t for your consumers, so you should always endeavour to please them.
You won’t have to spend time training or managing a staff of employees if you outsource your customer service. This will free up time for you to focus on other aspects of your business.
Even if you’re quite successful, there’s always opportunity for improvement. When you have one fewer department to manage, you may devote more time to tasks such as:
- Increasing product quality
- Obtaining new leads
- Networking and training
- Organizing your life
- New marketing strategies are being implemented.
Furthermore, if you have employees who were hired for one purpose but also assist with customer support, outsourcing will allow them to focus on their main responsibilities. This is common in small organisations, resulting in a big backlog of unfinished jobs and disgruntled personnel.
Enhance the contact quality
When you outsource your customer support to an agency, you’ll be working with agents who have previous expertise performing the functions you require. This will prohibit inexperienced agents who have just completed their training from answering your phones.
Inexperienced agents, despite their best intentions, can cost you customers and even referrals. As a result, your revenue and capacity to compete with other businesses may suffer.
You can also choose which specialisation best suits your customer care department with the help of an outsourcing firm. If you require technical support, for example, they will ensure that agents with technical backgrounds are available for your project.
A High Return on Investment (ROI) Hiring a customer service crew can soon add up to a significant financial investment. To begin, you may need to relocate your company to a larger structure to accommodate the department.
There are also costs associated with each customer support representative. They are as follows:
- Salary and benefits
- Computers and other electronic devices, as well as software
- Bonuses and raises
You only pay for agents to answer your phones and take care of your consumers when you outsource. Other aspects of outsourcing, like as equipment and insurance, are the responsibility of the outsourcing company.
Don’t forget about unexpected bills, which are increasingly likely to occur when you hire more direct staff. It’s possible that you’ll have to pay for items like maternity leave and disability as well.
Outsourcing may appear to be costly at first, but it is a far less costly choice.
A Wide Range of Talent
You may require different types of customer service representatives to handle different types of calls, depending on the type of business you run.
Some businesses, for example, require a mix of agents who specialise in complicated topics like fraud claims, finance, or technical support, as well as employees who can do basic duties like accepting orders or updating contact information without requiring as much experience.
Using more complicated agents to handle simple calls would be a waste of time. You don’t want novice agents dealing with more complicated issues, either.
Customer service outsourcing businesses can provide you with the best of both worlds by ensuring that your calls are answered by the most qualified personnel.
You don’t only get agents to answer your calls when you outsource your customer support calls. Some outsourcing businesses would include extra features such as:
- Support via online chat
- Monitoring and recording of calls
- Calls of welcome
- Reports on performance
These are all factors that can improve the consumer experience. They can, however, aid in the development of your company’s reputation.
Hire a Professional
When outsourcing customer support calls, seek for a reputable provider with a long track record. They should offer a diverse set of abilities and packages from which to chose in order to assist your company in reaching its full potential.
We have everything you need and more. Please get in touch with us right away to see how we can assist you.