Whether or not to keep customer service local and in the company, or to outsource to a team of professionals who can manage it for you is a big decision. The tendency often is to keep everything in the company.
Often times, managers or executives believe that while the customer service is under their domain, it will be managed more property.
What many companies are now discovering though is that outsourcing customer services tends to save money and provide more quality correspondence with clients, leading to increases in returning clients and improvements in online reviews. We’ve outlined just a few of the benefits to the decision to outsource customer service.
1] Improve Your Client Relations
The use of a client services company not only ensures focused responses to your clients; it also means that you are essentially hiring the best of the best in terms of friendliness and conflict resolution.
If you are able to find a quality company with a highly skilled management team, you aren’t just hiring the person who answers the phone. You are also hiring the management team that takes the time to instruct and coach this person to ensure the best service possible.
As a manager or upper level leader in your position, or even owner, you may not have the time to micromanage the customer service department, but outsourcing means that someone else will.
It is essential in selecting a company to outsource with that you find out about the coaching and management strategies, because this is where your client relations can really be brought to a new level.
When there is a whole team in charge of responding to clients, your response time will increase and those who answer the calls or emails will be able to devote more time to each case.
This shifting in responsibility also leaves you with more time to focus on the other components of your position. Perhaps the time you once spent on client relations can now be poured into outreach and affiliate marketing strategies!
2] Save Time and Cut Costs
When you make the decision to outsource any aspect of a company, you not only outsource those employees but the management of those employees as well. Despite spending on outside services, you now also don’t have to pay those employees salaries in addition to training several times a year.
The money that you save in not having to spend on updating training, techniques, and technology, can be invested into other aspects of the company that may be able to bring in more revenue, like marketing or ad space, or even training programs for other departments like sales. The money and time saved by outsourcing can increase efficiency in other aspects of the company.
3] Processing and Analysis of Data and Demographics
Many customer service companies are able to process and analyze data, which is an additional feature that could be very beneficial to companies in order to hone in on where issues arise and reduce complaints in the future.
Utilizing these company’s full services in order to not only improve client relations but also provide higher quality services in the future is one of the benefits of outsourcing.
There are even apps like an innovative Shopify customer service app that can perform these types of duties. When dealing with a company you have outsourced to that has access to these data collection technologies, you are able to utilize these technologies without having to invest in them yourself. You’ll save money that can be better spent elsewhere.
What Does This Mean For Your Company?
Whether you are the owner, manager, or an executive of a company considering outsourcing certain functions, factor in these benefits in your decision process. Overall, the benefits of outsourcing are all financial in terms of reallocating funds to other areas in hope of return on investment.
