FrontLogix | Beyond Customer Care

Outsourcing

Outsourcing customer service

Benefits of outsourcing customer service

Happy smiling female customer service operator working on computer in office

7 benefits of outsourcing customer service

1. Significant savings

The first, and probably the most important reason for outsourcing customer service, is cost reduction. Considering the expense of hiring and training new staff, office setup, and infrastructure costs makes outsourcing the ideal solution. It eliminates unnecessary costs while allowing your organization to focus on core tasks. According to research, companies that transfer their customer support service to reputable outsourcing companies profit more than those struggling to maintain a proper in-house customer support team.

2. Access to a pool of talented professionals

In addition to reducing costs, outsourcing customer service saves you time by giving you access to a workforce that already has the necessary skills. Finding candidates with the correct skill sets can prove challenging, and hiring and training staff for a short-term period can be rather costly. By outsourcing, you don’t have to go to great lengths to instill skills and develop staff.

3. Access to technology resources

Outsourcing customer service has the potential to help your business keep pace with technological advancements. By leveraging the resources of an outsourcing partner, you can avoid investing in untested technology and expensive equipment. Their infrastructures, state-of-the-art software, and CRM technologies that gather customer feedback and monitor customer behavior can give you a significant advantage.

4. Flexibility and scalability

Outsourcing customer service gives you wiggle room in terms of scalability, growth, and size reduction.  You can hire a team with a short-term commitment, expand the team as your company grows, and reduce size whenever necessary. Also, if you are unhappy with the performance of the contact center, changing teams or providers is a much easier process than the HR nightmare of restructuring and rehiring.

5. Increased security and reduced risks

Another benefit of outsourcing customer service is that there are strict compliance and security procedures in place to prevent data breaches. Your confidential information will be protected by non-disclosure (NDAs) and confidentiality agreements. Also, you can rely on your outsourcing customer service partner to provide you with all the necessary information, scope of work, performance metrics, and budgets as required by the contract.

6. Quality improvements

Both your HR and administrative staff will benefit greatly from outsourcing customer service. When overburdened, employees are forced to submit mediocre work. This in turn results in reduced business performance and lower job satisfaction scores. Outsourcing customer service allows you to concentrate on core business processes while your in-house team focuses on what they do best.

7. 24/7/365 customer service

Your business can make better use of all 24 hours by outsourcing customer service work to partners in different time zones. No matter whether it’s a holiday or a weekend, customers still expect your priority to be resolving their issues. Employees on an offshore team are spread across multiple time zones, allowing the company to operate around the clock every day of the year.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Drawing a conclusion

Outsourcing benefits need to outweigh the risks. If your initial response to the idea of outsourcing is negative, it’s possible you just haven’t found the right partner yet.

Billing Support Services Outsourcing Team - FrontLogix

How can outsourcing increase the quality of work?

This allows access to a global talent pool without the restrictions of long-term commitment. Lowering labor and overhead costs is one factor when deciding between in-house and outsourced operations.

Aside from cost savings, outsourcing can considerably enhance business performance. It can significantly improve the efficiency and quality of work of in-house employees, in addition to benefiting from the top talent employed by the outsourced company.

Five ways in which outsourcing can increase the quality of work

#1 Focusing on core business processes

Even if your employees are on an NBA All-Star Team, they won’t be able to beat professional long-distance runners in a marathon. You should undoubtedly want to put your team’s expertise to the best use possible.

When it comes to tasks that require a specific skill set, are time-consuming, or are low-value repetitive tasks, outsourcing can help companies stay focused on core business processes and allow their in-house team to concentrate on what they do best.

#2 Improved quality of work

Setting too many deadlines will inevitably result in job burnout and lower-quality performance. Overburdened employees will be forced to submit mediocre work, resulting in lower business performance and job satisfaction scores. Outsourcing can be highly beneficial when a company deals with a heavy workload.

#3  Access to expert knowledge

Outsourcing firms can attract top talent to ensure customer satisfaction and competitive results. Finding expert sources can prove challenging, and hiring and training staff for a short-term period can be rather costly. Outsourcing allows companies to get well-trained people for the job in a short period and at a lower cost.

A group of people working in the office

#4  Working around the clock

Outsourcing work to partners in different time zones allows businesses to make better use of 24 hours. When outsourcing a team overseas, employees are spread across multiple time zones, allowing the company to operate around the clock.

#5  Access to technological resources

Outsourcing Work

The bottom line

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Considering outsourcing services?
Front Logix offers a variety of Client and Digital Support services, including:

  • Email
  • Chat
  • SMS
  • Social Media
  • In-App Messaging

Talk to us today to get started.