Even if you convert more visitors are you taking good care of these new customers? In today’s digital marketplace, reputation matters more than ever.
A bad review can go viral and spur a slowdown in sales and growth. Businesses in every market sector have to focus on customer service to maintain their client base and support new revenues.
If you’ve been hesitant to outsource customer service you may be missing out on a great opportunity. Customer care outsourcing doesn’t just ensure great support.
Your company could save money and create a strong foundation for success with a better customer service solution.
Here’s why outsourcing often makes the most sense with customer care:
1. Avoid The Talent Shortage
Did you know that 46% of employers are struggling to fill positions? When it comes to customer service open positions can spell disaster for a growing business.
Unless you have the resources to recruit, train, and retain talent in customer service your clients may leave you for other providers.
Customer care outsourcing is a great solution to the talent shortage. You will allow a third-party to provide the service while you focus on your core business.
2. Outsource Customer Service To Focus on Your Core Business
Unless customer service is your core competency why are you spending time on it? One of the primary reasons that outsourcing is so successful is it offers businesses the chance to focus their time and effort on what they are good at.
Outsourcing customer service frees up your focus without sacrificing the needs of your business. You can focus on social media marketing, financial operations, and sales instead.
The best way to succeed in business is to build on what you’re good at. Outsourcing allows this focus.
3. Lower Labor Costs
Too many business owners focus only on salary when it comes to labor costs. What about the benefits and other associated costs every employee in your company receives?
Lower labor costs mean you can lower your costs to your clients. A competitive edge like this means more viability in the marketplace.
Before you shy away from outsourcing make sure you factor in those hidden labor costs as well. Don’t forget the costs of vacations, sick time, leaves, and other expenses related to internal employees.
4. A Competitive Advantage
You don’t just get to focus on your core business when outsourcing support functions like customer service. You also gain a competitive advantage in the marketplace when it comes to costs.
When you level-up customer service around spikes in customer needs you don’t need to pay for a full staff all year long. In addition, efficiencies in customer service mean lower costs for the functions.
You can adjust your price in the market accordingly. Your company will gain a competitive advantage in pricing.
Read more here about the cost savings and service enhancements outsourcing allows.
5. Lower Technology Costs
Make sure you calculate the technology and communications tools your company requires to support customer service functions.
You will experience savings on technology with outsourcing efforts.
6. Remain Nimble
The ability to adapt to fluctuations in market conditions and customer needs is a necessity in the current economy. One of the reasons 50% of businesses fail in the first year is because they fail to fully investigate the market.
But even with the best market data, there are spikes and valleys to deal with in any business. One of the ways to stay ahead of the curve is by being flexible in your support functions.
You can’t ramp up and hire customer service associates only when your business is experiencing steady growth. Similarly, frequent layoffs can hurt the position of your company in the market.
Outsourcing allows companies to remain nimble and adapt to changing conditions fast.
7. Better Customer Service
One of the best reasons to outsource any business function is that you can expect a higher level of service. If your only goal in outsourcing is to save dollars you may be in for trouble down the road.
Customer service is too important to scrimp on. But by outsourcing this function you will be trusting experts to deliver a quality response.
The right outsourcing partner has the technology, training, personnel, and measures in place to adapt to the needs of your customers. An outsourcing effort like this will provide a level of comfort for your internal stakeholders.
You can focus on your goods or services knowing that your customer needs will be handled professionally.
8. Save On Real Estate and Insurance
Outsourcing cuts costs for real estate and office space. You will also experience less liability and lower insurance costs with an outsourced support team.
9. Continuous Improvement
Your measures on customer service success can’t be based simply on not losing a client base. As with every aspect of your business, customer service needs solid measures and data to succeed.
With an outsourcing enterprise, you can create a plan for continuous improvement. You’ll be measuring the performance of your service provider as well as your targets for customer service and satisfaction.
10. Practice Innovation
As your company focuses on goods and services how do you keep up-to-date on the changes in customer service? The honest answer is that you probably do not have the resources to deploy innovation in addressing the issues of your customers.
But an outsourcing firm does. They can adapt to the newest best practices in customer service and deploy them on your behalf.
It isn’t enough to stay ahead of the competition in one arena. Your support functions need to be innovative as well.
Go Further: Anticipate Their Needs
The decision to outsource customer service can transform your company. It can mean lower costs, better service, and a higher level of focus on your core competencies.
Outsourcing has become the new normal because of the incredible benefits companies experience by using 3rd parties. But outsourcing isn’t a cure-all.
Digital transformation means focusing on customer experience in every industry. Leveraging the right data will let your company anticipate and adapt to the needs of your customers.
You can use artificial intelligence to be proactive in customer care. Learn more now about how you can target your audience with AI.