How do you give your company a competitive edge? As a small business, it seems impossible to compete with the big boys in terms of innovation. After all, they’ve got deep pockets, making it easy for them to undercut prices and launch new products.
But you’ve got something they don’t have; agility. You can also offer the kind of personalized service that’s too difficult for a large company to do. That said, though, you can’t afford to let things slide.
As your business expands, you must keep up the service levels. But, how do you do that on a limited budget? Scaling up an in-house team can be expensive and it’s difficult to find the right people.
Customer service outsourcing offers small businesses an attractive answer. Is it the right choice for you? Let’s go over the benefits so you can make an informed decision.
1. Cost Savings
It seems counter-intuitive, but it’s usually cheaper to outsource than to run your own team. This is because:
- Lower labor costs: Hiring and training staff is expensive. Most outsourcing companies work in countries where the cost of living is low. This allows them to pay their staff well and still remain competitive. You don’t have to carry any recruitment, onboarding, or training costs.
- Lower infrastructure needs: If you run your own team, you need to house and equip them.
- Flexible pricing models: Most outsourcing companies will tailor a package to your needs. You could, for example, have a dedicated team during peak periods and share with other companies during quiet times.
No need for redundancies: When you run your own team, you have to plan for people to take time off and fall ill. That can be expensive and a bit of a headache.
2. Access to Professional and Multilingual Support
Companies used to view customer help desks as the first rung on the corporate ladder. They’d take new hires straight off the street and get them answering phones. Now we understand why that’s a spectacularly bad idea.
You need a team that can deal with all types of customers correctly. They need to be able to de-escalate tense situations and calm frayed nerves.
Partnering with a reputable provider gives you access to trained professionals. Outsourcing companies hire people with the right attitude and train them to deal with all types of situations. You can find:
- Representatives who can deal with complaints, inquiries, and technical support.
- Multilingual support which becomes important if you’re operating in the global sphere.
- 24/7 availability so your customers can get the support they need when it’s convenient for them.
Say, for example, that you’re running an e-commerce business. You need to know that your customers can get the answers they need in whatever time zone they’re in. You get extra points if your consultants can talk to them in their home language.
3. Ability to Focus on Core Business Activities
You’re running a lean operation because that’s the best way to succeed. If you’re like most small businesses, almost anyone can handle a support call. In the early days, this is okay, but once you start getting busy, it’s distracting.
Say, for example, you’re developing apps. If your customers phone in with technical queries, your developer or sales team must drop what they’re doing. Which means that creating that second app or getting more sales waits.
Outsourcing allows your team to focus on their core jobs. This not only improves productivity but also reduces the pressure on them. They’re more likely to stick around as a result.
You also get to focus on growth strategies such as:
- Product development
- Sales
- Marketing
4. Scalability and Flexibility
Every business goes through peaks and lulls in demand. You’ll see an increase in support requests as your business grows and during the busiest periods. Upscaling a call center at short notice can be tough.
Outsourcing solves this issue as these companies tend to have extra team members on standby. They’ll be able to upgrade your support team at relatively short notice. Many providers also allow you to increase the number of consultants during extremely busy periods like holidays. You can then scale down again later.
5. Enhanced Customer Experience and Satisfaction
The most important benefit of outsourcing support is the impact on your customers. Working with a professional team ensures:
- Faster response times so your clients don’t have to wait as long. Professional service consultants know how to deal with even the most loquacious customer. They can get the clients to get to the point without causing offense.
- You access advanced technology: You no doubt invest in the best tools you can afford to give you an edge in your industry. Outsourcing companies do the same. This means that you will benefit from advanced tools like AI chatbots and CRM systems.
- Consistent and professional customer interactions. This reflects well on your brand, improving trust and loyalty.
Choosing the Right Team
To get all the advantages of outsourcing, it’s important to choose the right partner. What should you look for?
- An established track record: Start by looking for a company that’s been in the business for a while. It’s a tough industry, so only good providers have staying power.
- Industry experience and expertise: Do you need a company that can provide technical or highly specialized support? Ask them what experience they have and if they can refer you to clients in your industry.
- Quality agents: Find out what they look for when hiring consultants. Also, ask what training they provide and how they monitor results.
- Technology and infrastructure: What tools does the company use? Do they have the infrastructure to handle calls and other queries correctly?
- Flexibility: You need a partner who’s willing to work with you. How much lead time do they need to increase your team? Are they willing to let you share teams or decrease the number of consultants during off-peak periods?
- Transparency: How clear is their pricing model? If it’s a vague one, run. You need to know what you’re paying for upfront, or you can get a nasty shock down the line.
- Data security and compliance: The company must comply with industry regulations in your country and their own. If your customers are based elsewhere, other data privacy regulations might apply. The company must work with all of these.
- Transparent reporting: Your provider should be able to provide you with a range of useful reports like average handle and first response time. They should also let you monitor interactions as you like.
Conclusion
Many companies outsource to save money. The benefits extend much further, though. Choosing the right partner can be a smart strategic move that can improve customer satisfaction. It also gives you access to top-notch consultants, 24/7 services, and multilingual support.