March 29, 2017
Let’s face it. Having a customer service team made available to your clients all days of the week and all hours of the day, can be very expensive. The infrastructure may be used by all shifts, but the cost of operations is a different story. You will need to pay 3 different shifts their salaries, have your business running 24 hours, and have support staff for your customer support staff available at all these times.
This can mean a lot of money being spent on a service that can actually improve your bottom line, but can also mean costs that you are not ready for or a service that your company actually needs. If you are serious about giving your customers the kind of support that will make them loyal to your business, but without having to burn a hole in your pocket to do so, you should probably consider outsourcing your customer service.
A lot of large companies have already gone this route, and with a lot of success as well as savings. This is because the people that they usually hire to answer calls, emails, chats, and social media posts, are not in the same timezone as they are. In short, these companies outsource their customer service to countries that are capable of handling these jobs at a fraction of the cost of having these handled in the same city or even country.
There are many reasons why big companies have been doing this for many years now, and here are some of them:
Skilled personnel for less – yes, you get skilled and learned people to handle your calls and inquiries for you without it having to cost a lot. There are many professionals overseas that can do what you need them to do at 1/4 the cost of the same kind of professional in your city or country. There are even companies in other countries that can offer you entire teams of skilled individuals to handle all aspects of your customer service needs for you at a lower cost but without compromising on quality or skill.
Cuts costs – we have mentioned this earlier, and we will mention it again. When you outsource your customer service needs to other countries that have skilled personnel who can handle such tasks competitively for you at a lower price, you end up saving a lot. You don’t need to buy the equipment needed for this since there are providers that already have the infrastructure and personnel in place for your needs.
Focus on core company concerns – if you want to focus on running your company, and to not worry about handling complaints, queries, and requests, an outsourced team can do this for you while you expand, explore, and strengthen your business. You can leave the after-sales concerns to a team that you have trained to handle such issues and focus on the future of your business.
These are just some of the benefits you get from outsourcing your customer support. Of course, there are a few concerns that you need to address before you go ahead and do this, and that includes where you will outsource your customer service, and if your customers will mind talking to people from outside your country.
You also need to asses if your chosen provider will be able to give you what you need, and if the lower cost is worth the risks you are taking with hiring people from outside your company and your country to do this for you. You will need to answer these questions before you can hand over your CSR work to an outsourcing entity.