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In an eye-opening study, Deloitte discovered that 57% of businesses globally have benefited from outsourcing at least one aspect of their operations, with customer support often leading the charge. This statistic shows the changing landscape of the corporate sector. It highlights the growing acceptance and preference for more flexible, efficient business models. But why exactly should you shift from in-house to outsourced customer support? In this insightful piece, we delve into the compelling reasons to outsource customer support.
Customer Support Outsourcing Reasons
Before you decide to outsource your customer support team, it’s important to be aware of the advantages and disadvantages that outsourcing can have on your business.
Some businesses choose to outsource their customer support because they have a smaller operation and do not require a large team to handle customer service issues
For others, outsourcing allows them to focus on what they do best without taking away from the core strengths of their business.
If you’re considering outsourcing your customer support, consider these 10 reasons first.
1. No Training Cost
You don’t have to spend time or money training someone new.
Using an outsourced customer support provider will save you not only training costs but also time.
When it comes to outsourcing customer support, you can leave everything up to them and just focus on your business.
You won’t have any communication problems since your client is speaking with your outsourced team in their native language, which means you won’t need a translator for communication errors or misinterpretations.
You’ll have more time to do what you need to do, like focus on creating new products and providing excellent customer service.
This is all possible when you outsource your customer support team.
You’ll be able to make all these improvements because outsourcing will save you money and time.
Once you’ve decided it’s time to outsource your customer support, it’s important to choose a team that can meet your needs.
There are many reasons why outsourcing is beneficial, including that you don’t have to spend training costs or time.
This will give you more opportunities and more money for other things.
Recommended: Ultimate Guide to Outsourcing Customer Support 2023
A successful business is a growing business.
You may have a great service or product, but if you’re not able to keep up with customer demand, you’ll be left behind.
With an outsourced team that can answer all of your customers’ questions and process orders as they come in, you don’t have to worry about keeping up with demand on your own.
Businesses that outsource their customer support have time to focus on core competencies.
If you’re running your customer support team, answering emails and processing orders can be difficult when you’re also trying to grow your business by marketing or improving your product or service.
If you’re looking for ways to outsource your customer support, scalability is one of your top priorities.
Don’t choose a company just because they offer 24/7 customer support.
Choose them for their ability to grow with you and keep up with your business needs without causing trouble.
Therefore, scalability should be on your list of considerations when deciding on an outsourcing company.
3. Cost Savings
Many outsourced customer-support companies charge significantly less than their in-house counterparts.
If your company has a limited budget, outsourcing is a must. By employing a third party, you can save money and use those funds elsewhere in your business.
Most outsourced companies charge you per incident, while in-house teams tend to charge a flat fee or monthly rate.
When you outsource your customer support team, cost savings are inherent.
While many companies provide similar services, it’s important to do research and ask for referrals from trusted sources before you decide.
Don’t hire a company solely because of its low price.
Opt for customer support outsourcing that provides excellent service at a fair price, so you can get all your issues resolved quickly and effectively.
When you work with an outsourced customer-support company, you’ll have a single point of contact for all your customer service needs.
With one person handling all customer queries and questions, not only will you save time, but you’ll also ensure consistent customer service and better response times.
Not to mention that having a dedicated team means better communication between teams as well.
4. Professional Customer Service
It’s difficult for a startup to offer professional customer service right off the bat. It’s not only expensive, but it also takes up valuable resources.
If you outsource your customer support services, you can hire a firm that offers excellent customer service while freeing up more time and money for your company.
If you need help getting started with outsourcing, get in contact right now!
If you’re outsourcing your customer support services, you must find a team that provides professional service.
Your customers are going to be dealing with them directly and their experience will reflect on your company.
Whether you choose chat or email support, make sure that you vet any companies you hire and provide them with clear instructions on how to solve each of your customer’s problems.
Providing professional customer service is difficult for a startup. It takes valuable resources away from your business and it’s costly to boot.
Instead of taking on that burden, you can outsource your customer support needs by hiring professionals who know how to work with businesses like yours.
For added assurance, look for firms that offer a money-back guarantee, as well as testimonials from previous clients.
5. 24/7 Customer Service
24/7 customer service is expensive.
Your employees will bill for every hour they’re in contact with a customer, which can quickly make your customer service costs skyrocket.
If you outsource your customer support services to a third-party company like HiredSupport, you can get 24/7 service for less money than you’d spend on in-house workers.
As a bonus, many outsourced customer support services offer 24/7 service.
This is particularly useful in industries like education and healthcare, where consumers are more likely to call your company at odd hours of the day or night.
So, if you want quality service on a budget, outsourcing can help you get exactly what you need.
One of the most appealing aspects of outsourcing your customer support services is that you can get a 24/7 service.
If you use an in-house customer support team, they can only work when your business is open. If your customers need help during off-hours, you may find yourself with few options for providing 24/7 service.
This isn’t a problem if you outsource customer support services to a third-party company, though, because they are always available.
Recommended: 24/7 Customer Support: Not Just a Luxury in 2023
6. Escalation of Issues
Making customer support your full-time job isn’t a great idea.
If you outsource customer support, there will be someone with your company’s best interests in mind working on any individual issue (at least while it’s escalated).
Many startups send every email they receive straight to a third-party help desk, where trained specialists deal with complex inquiries without having their time wasted by common issues.
Once a support issue is escalated, an engineer or product manager will likely take over and quickly solve it.
The customer may never know who solved their problem, but for you and your company, these issues must be fixed as soon as possible.
In addition to helping end users have a better experience when using your product, solving issues faster means you’ll avoid losing potential customers due to bad reviews or complaints on places like Twitter and Facebook.
Keeping customer support within your organization also means everyone on staff can get involved if they need to help out.
If a customer escalates an issue, there is no guarantee that any particular employee will be available at that time (or willing) to help with the situation.
If you manage all customer support in-house, your team can solve simple questions and problems quickly, but there will always be someone who ends up struggling with complex issues regularly.
Keeping these issues from being escalated to an outside support provider means your employees have more work (and more things to be unhappy about).
At least if you outsource customer support, other people are dealing with escalations, so your staff doesn’t have to.
7. Time Management
By outsourcing customer support, you’ll have time to focus on other aspects of your business.
Time management is critical for business owners because all businesses have many moving parts.
When you outsource customer support, you can take back control of your schedule and stop trying to do everything yourself.
As a business owner, time is your most valuable resource. But if you’re running customer support in-house, it’s easy to lose track of your schedule.
A study by McKinsey found that leaders lose up to a quarter of their day worrying about external events, rather than focusing on core business activities.
When you focus on managing customer support in-house, you miss out on time that could be better spent improving your company’s bottom line.
Business owners have a lot on their plates, which is why outsourcing customer support can benefit you and your business.
You’ll spend less time managing customer support, so you can focus on other tasks that are key to your success.
8. Fewer Complaints Overall
Most business owners don’t outsource customer support because they think it will lead to more complaints.
However, studies show that when businesses outsource their customer support and problem-solving services, customers file fewer complaints.
In many cases, customers prefer dealing with a third party that is specialized in solving their problems to having those same issues resolved by a company employee who might not be as experienced in resolving them.
Studies have shown that outsourcing customer support can lead to a 15% decrease in customer complaints.
Furthermore, customers tend to file fewer complaints overall when they outsource their customer support as opposed to having it handled by an employee of their own company.
One of the most common objections business owners have when it comes to outsourcing customer support is that they believe their customers will end up filing more complaints.
Studies have shown, however, that outsourced customer support leads to fewer complaints overall.
Although most business owners assume that outsourcing customer support will lead to more complaints, a study by Freshdesk found that customers filed 15% fewer complaints overall when they had their customer support outsourcing.
Customers also seemed much happier with their support experience when they weren’t in direct contact with a company employee. Fewer complaints overall – Second Paragraph
9. Easier day-to-day Management
If you’re responsible for customer support, hiring an outsourcing firm can take away some of your day-to-day workloads.
While you’ll likely need to monitor their work and provide guidance, it’s much easier than having to manage an in-house team.
While hiring an outsourced team can reduce your workload, it won’t necessarily eliminate it.
As a client, you’ll still need to provide guidance and direction. However, they will be responsible for handling routine customer service tasks so you don’t have as much on your plate each day.
Decentralize in-house departments: In most companies, customer support is one of many in-house departments that require consistent attention and management.
An outsourcing company can alleviate that problem by handling the day-to-day management of your customer support team.
This will give you and your other managers more time to focus on core aspects of your business, allowing you to increase profitability without adding full-time staff.
10. New Customers can be Served Better Elsewhere
New customers can be served better elsewhere.
If you’re just getting started and don’t have a big customer base, outsourcing customer support will help you serve new customers and grow your business faster than in-house support can.
It is much easier to outsource initial customer acquisition because it doesn’t require any tools or infrastructure setup on your part; it also takes care of acquiring a large list of leads that you can nurture later.
Getting support for your business as soon as possible is critical, which means you need a service provider who can get you up and running quickly.
New customers can be served better elsewhere since it takes time to find employees and train them.
New customers can be served better elsewhere since it takes time to find employees and train them.
Larger companies tend to have more resources for customer support, including dedicated departments and specialized tools.
This can make a huge difference in your customer service quality, especially if you’re just starting or you don’t have a big budget for customer support.
If you choose an outsourcing company with extensive experience, you’ll be able to focus on what matters most — growing your business.