How to Outsource Customer Service
Have you ever felt like you’re fighting a constant battle against an endless sea of customer emails, calls, and social media messages?
While providing excellent customer support is crucial for any business, manually handling all customer interactions single-handedly is not sustainable in the long term. You’re an entrepreneur, not a one-person call center!
Juggling customer service with other responsibilities like product development, operations, sales, and more is a surefire way to crash and burn from burnout.
What if there was a better way to support your customers without depleting your time, energy, and sanity?
In this article, I will share how to successfully outsource the customer experience and service so you can get your life back, gain more leads, and grow your business.
Through some clever outsourcing strategies, I’ll reveal that you, too, can level up your customer experience while gaining back those precious weekly hours to focus on growing your business. Let’s dive in!
What Does It Mean to Outsource Customer Service?
Customer service outsourcing is delegating customer support tasks to a third-party company. This way, your company can focus on its core competencies while efficiently resolving customer inquiries, complaints, and feedback.
With customer service outsourcing, you and your business are tapping into specialized service providers’ expertise, infrastructure, and technology. As a result, you will improve your customer satisfaction, reduce costs, and enhance your brand reputation.
Whether through phone, email, chat, social media, or other channels, outsourcing customer service can streamline operations and boost performance, helping companies stay competitive in today’s fast-paced and ever-changing marketplace.
So, rather than dealing with consumer questions personally, outsource work to professionals from the call center provider. It is like having a helping hand to serve your clients and improve their experience while you devote yourself to doing what you do best: operating your business.
How Do Customer Service Outsourcing Companies Work?
Outsourced customer service companies are becoming increasingly popular for businesses looking to enhance their customer support services. The best customer service companies hire trained professionals who provide excellent customer service via phone, email, live chat, and social media.
These outsourcing companies can offer various service levels, from essential answering services to comprehensive support solutions. No matter the size of the business or its needs, a customer service outsourcing company will work for you.
Why Should You Outsource Customer Support Services?
As a business owner, you should consider outsourcing to a customer support team for several reasons. We provide several reasons below:
#1) Loss of Business Focus
Companies nowadays are subject to fast change. Industry trends, technology breakthroughs, and client behavior are changing constantly.
It can be detrimental to your business if you do not have the time or resources to keep up with these changes. Outsourcing customer support services allows you to focus on your core competencies and leave the customer service aspect to experts.
During the epidemic, BCG evaluated 200 multinational firms with a BPO presence. It was shown that 82% of enterprises saw a decrease in revenue. Outsourcing to a reputable BPO partner allows you to refocus. Finally, this plan will assist in appropriately steering your company.
#2) Lack of Resources
If you are short on people and resources, you can benefit from outsourcing assistance from a customer service provider. Hiring and training new employees can be time-consuming and costly. By outsourcing, you will not have to worry about these added expenses.
Additionally, with a customer service outsourcing partner, you can access a larger pool of skilled professionals explicitly trained in customer service. This means your customers will receive high-quality support and satisfaction, increasing loyalty and retention.
#3) Client Service Backlogs
Sure, your organization may have vital personnel and up-to-date resources. It can assist clients and solve difficulties.
However, if your company grows and your market increases, many more clients will have issues. Consequently, you and your team may need help to satisfy all of them.
But how do you address the problem? Outsourcing client service is essential. A team of great customer service professionals can aid your clients very immediately.
The workforce is capable of managing consumer issues and resolving them rapidly. It is worth mentioning that 90% of people who have questions want “immediate” responses.
#4) Increasing Customer Base
Various time zones and language preferences frequently strain in-house teams, which cannot reliably provide 24/7 customer service and multilingual assistance to clients who live in different countries and speak other languages.
Thus, outsourcing can be an intelligent solution that helps both your internal personnel and your consumers if your brand serves a worldwide client base. With a global outsourcing partner, you can cater to your clients 24/7, no matter where they are.
A diverse team of customer service professionals who speak different languages and understand various cultures can significantly benefit your company. This will not only help with communication barriers but also show that your brand is committed to providing excellent service to all customers, regardless of their location.
#5) Rise in Customer Complaints
Do you spend much money each month on refunds and customer complaints? Do you need help to improve your customer loyalty and satisfaction?
Over half of customers say they will not use a company again if they experience unpleasant customer service. In today’s competitive market, customers have high expectations regarding the products or services they receive.
If they encounter issues or feel dissatisfied with their experience, they are more likely to express their frustration through complaints and negative reviews. This can significantly impact your brand reputation and future business opportunities.
However, outsourcing client service is a simple and efficient solution to this issue. An outside professional team can help you reimagine your approach, decrease errors, and improve the client experience to increase repeat business.
#6) Losing Money Due to Customer Retention
You should consider customer support outsourcing if you are losing customers due to poor customer satisfaction and retention. It is much more expensive to acquire new customers than to retain existing ones.
By outsourcing customer services, you can ensure that your clients are provided with top-notch service and that their issues are resolved promptly, leading to higher retention rates.
Additionally, outsourced customer service teams have the expertise and resources to implement effective retention strategies such as personalized communication and loyalty programs.
What Are The Cons of Outsourcing Customer Service?
While outsourcing customer service has many advantages, it also has certain drawbacks that you must carefully evaluate:
- May result in little time and cost savings for certain businesses. While external customer care workers can help with everyday support, they will still need to refer significant situations to your in-house staff. As a result, if most consumers are contacting you with unusual demands, an outsourced customer support provider may have a reduced impact.
- May be costly: When you need customer service providers with experience in particular sectors or technical skills, outsourcing to a BPO might be expensive, but it can be worth the investment.
- Onboarding a customer support team may be time-consuming, especially if your company is large, has complex products, or has a distinct culture. However, the lack of expertise to give clients the appropriate help can lead to even more significant irritation if done incorrectly.
How to Outsource to A Customer Service Company
Outsourcing customer support is becoming increasingly popular among businesses of all sizes. It is an affordable way to give reasonable customer assistance and lets your company save time on primary tasks.
But, getting someone else to handle customer service can be hard work. It’s especially tough for businesses that have never tried it before. In this section, we will outline the six steps for how to outsource customer service to to a third-party provider.
#1) Identify Your Customer Service Needs
Before making this decision, it’s essential to identify your customer service needs. Consider the volume of customer inquiries, the type of support required, and your budget:
- What kind of help do your clients require?
- Do your customers need help?
- What is the busiest period for them to ask questions?
Knowing your requirements will help you find a customer service company that fits your needs and ensures that your customers receive prompt and efficient service. Ultimately, outsourcing customer service can help you focus on growing your business while a team of professionals handles customer support on your behalf.
#2) Define Your Objectives
Why are you even considering outsourcing customer service?
To keep customers pleased, you must define the goals for swiftly and efficiently handling queries and complaints. It helps to be more explicit about what success means to you. Ask yourself the following questions:
- What kind of customer service experience do you want to provide?
- How do you want your customers to feel after interacting with your customer service team?
- What key performance indicators (KPIs) determine if the outsourced customer service meets your expectations?
Once you clearly understand your objectives, it will be easier to communicate them to potential outsourcing companies and ensure that they align with your business goals. This also helps set realistic expectations and evaluate the future success of outsourced customer service.
#3) Choose the Right Customer Service Outsourcing Provider
Now, it is time to choose the right outsourced customer service provider. Picking the best outsourcing company is essential for it to work well. Here are some key factors to consider when making this decision:
- Reputation and track record: Look for companies with a good industry reputation, and check their track record by reading reviews and testimonials from previous clients.
- Industry expertise: Finding a customer service outsourcing provider with experience working within your industry is crucial. This ensures their customer support agents know your customers’ needs and expectations.
- Technology capabilities: In today’s digital age, technology is crucial for efficient customer service. Ensure the outsourcing company has the technology to handle your customer inquiries and technical support effectively.
- Communication skills: Clear communication, including outsourcing partnerships, is vital for any successful relationship. Choose a provider that communicates effectively and proactively keeps you updated on the status of your customer inquiries.
- Cost-effectiveness and scalability: Outsourcing customer service should not break the bank. Look for a provider that offers competitive pricing while scaling its services to accommodate your growing customer base.
The adaptability of a SaaS platform, such as MightyCall, will let you enhance your customer assistance. AI and human professionals work together to provide you with on-demand customer care 24/7.
#4) Create a Service Level Agreement (SLA)
After picking the outsourcing vendor, the next move is to make a service level agreement (SLA). An SLA is an agreement that tells what kind of service they will give.
It should cover information like the kind of help that will be provided, how fast they will reply to customer questions and their plan for fixing problems. This helps ensure both parties are on the same page and clearly understand expectations.
#5) Train Your Outsourced Customer Service Company
After the agreement, you or your in-house employees must onboard and train the customer support teams.
Regarding outsourcing customer service, training your chosen company thoroughly is essential. After all, they will represent your business and brand to your customers.
Effective training will ensure that customer service agents have the necessary knowledge and skills to handle any situation. These could include dealing with angry customers, answering complex questions, or providing technical support. Proper training will also help create consistency in your customer service, which is vital for building trust and loyalty.
Remember that your outsourced customer service agents will become an extension of your business, so invest the time and effort required to train them properly.
#6) Monitor and Evaluate Performance
When outsourcing your customer service needs, it’s essential to monitor and evaluate the performance of the company you’ve hired. After all, their interactions with your customers directly reflect on your business.
To ensure that your customers are receiving the level of reliable service they deserve, it’s important to establish key performance indicators (KPIs) with your outsourced team. You can identify areas where your outsourced team may need to improve their performance by measuring response times, first-call resolutions, and your customer satisfaction rate.
Regularly checking and analyzing these KPIs will give you the insight you need to make necessary changes and ensure your customers are constantly receiving the best possible service.
Final Thoughts on Outsourced Customer Service
In conclusion, outsourcing customer service may seem daunting, but it is a game-changer for your business.
By following the tips and strategies mentioned in this blog post, you can streamline your customer service processes and improve the overall experience for your customers. Remember to evaluate potential vendors carefully and communicate clearly with them to ensure a successful partnership.
Now that you have all the necessary information, it’s time to take action! Outsource your customer service and watch your business thrive as you focus on other essential aspects.
Be sure to give your customers the best support possible by entrusting it to experts in the field. Trust us, they won’t hang up on you like some angry callers do.
So what are you waiting for? Give outsourcing a chance and see the difference it can make in your business today!
