Have You Considered Outsourcing Your Customer Service?

Talent isn’t getting any easier to find and customers are expecting more out of customer service they get from the brands they patronize. This is not a preferable combination of events, but there is a solution: Outsourcing customer service to professionals.

With so many tasks being outsourced today, including many cloud-based solutions, there is a natural instinct to do as much in-house as can possibly be accomplished. Rather than pay to have someone else take care of customer service tasks, some organizations take the DIY approach. The problem is that they not only incur many expenses along the way, but they also find out that their results pale in comparison to what a professional can do.

Time and again, those who have taken the DIY approach to customer service speak from experience, saying that they wish they’d have sought the assistance of a professional from the outset.

Top Reasons Brands Outsource Customer Service

It's increasingly difficult to meet consumer demands and too many companies have suffered great losses by falling short in their efforts to cater to customers. For those who have outsourced to a professional, the following are some of the perks they experience once they outsource.

• Cost Savings: The expenses related to hiring, training, physical space and keeping up with the latest technology is beyond burdensome. Outsourcing will significantly reduce costs.
• Scalability: One of the biggest challenges in-house customer service departments face is scaling to fit their needs due to fluctuating volume. This is not an issue with an outsourced contact center, as they are fully staffed and able to meet the demands associated with high call volumes.
• Tech: While technology is not the most important asset of a contact center, it certainly matters. Telecommunications technology is expensive and to keep up with the competition, contact centers are constantly updating and upgrading their tech. This provides them the ability to more efficiently handle high call volumes and much more.
• Expertise: DIY operations fail in the area of expertise, as too many agents are undertrained and unable to handle inquiries with the proper answers. Contact centers make it their duty to provide rigorous training programs that prepare agents for every possible interaction with consumers.
• Value: There is a lot of value in focusing on what you’re good at and letting others do what they do best. Rather than trying to be a professional contact center, focus on your key abilities and grow your business, and let the contact center handle all your customer service needs.

Nearshore Advantages

At Protel BPO, we manage the customer experience with tact, empathy, friendliness and knowledge. Our agents are highly-trained and highly-skilled experts who know how to communicate with customers. Contact us and let’s discuss our methods for providing premium customer experiences.