The almost exponential growth of customer service outsourcing for the past decade is undeniable. The top companies in the world understand this fact: outsourcing their customer service staff will bring numerous benefits. Companies large and small have turned towards outsourcing their customer support for virtually everything from call centers, chat support, or probably just the act of answering questions and interacting on their social media pages.
Anything can be outsourced now. Outsourcing’s boom is due to the internet making everything and everyone more accessible. You don’t need to keep your customer support in-house anymore. Here are the reasons why your company should be the next one to leap into customer service outsourcing.
Customers will be looking for them
We have not only observed it, but we have also probably done it as well: when a customer has a problem, the first thing they already do is to look it up on their own. They head online to a company’s website, seeking answers. Then they check to see the process they are meant to follow in case of trouble. Finally, they will check for a support number or an email address they can contact.
All a business needs to do is to make sure someone answers them. If a customer is calling by phone, a company needs to make sure there’s someone to receive them. Through customer service outsourcing, the support personnel doesn’t even need to be in the building—they can be just about anywhere to answer a call. More than that, email representatives and chat support don’t even need to be seen or heard by the customer—they simply have to answer emails. By outsourcing jobs, you don’t need to hire someone in-house and hire someone to do that task from anywhere instead.
24/7 access to customer support
If you have in-house customer support, the chances are that they will have to clock out at regular hours like most employees. In fact, many support lines from other companies that don’t employ customer service outsourcing tend to have business hours. It is only during those times when the phones or chat support become operated by staff.
Customers often get discouraged from calling or contacting businesses that have set support times. This doubles when they feel the need to call at a late hour. Also, many of them don’t want to talk to a chatbot or something automated. Call center outsourcing will enable all aspects of your online customer service support will make sure you can have live agents handling the phones no matter the hour. Most noteworthy is the fact that customers will truly feel your company is actively listening to their concerns.
A fraction of the price of in-house agents
While it seems obvious, many companies turn to customer support outsourcing due to the vast financial savings it reaps. Outsourcing jobs means you don’t have to find an office space for your agents. In addition, they already have equipment such as headsets, computers, and an internet connection. A company doesn’t have to provide these items when they outsource the right people. Finally, outsourced agents wouldn’t need to have the same employment structure as the in-house employees.
Many companies that have turned to call center outsourcing enjoy significant overhead savings. The call center business is booming in Asia due to Western companies looking for a more accessible but highly reliable customer support outsourcing company that can reach their customers, no matter the time or the place.
The Road to Excellent Customer Service Outsourcing
When it comes to answering your customers and their needs, mainly if it’s about your product or service, it is paramount that they become heard. But above all, they must feel that they will get their problem solved at the soonest possible moment. Outsourcing jobs in customer service can address all these needs.
In fact, HOPLA can make it happen for a business which is looking to outsource customer support functions. We employ a dependable and professional roster of customer service talents that can cater to multiple needs. Visit HOPLA Online and learn more about what they can do for your business.