6 benefits of outsourcing customer service - and how it can help businesses grow
Providing helpful customer service is a challenge that often feels like an uphill climb for many businesses...
However, with good customer service being the leading factor that ensures customers return for repeat business, it’s vital for customer-facing companies to invest in their contact resources.
When considering customer service options, there often comes a tough decision on whether to hire an internal support team or use an outsourced agency instead.
Despite some businesses being unfamiliar with how they can utilise outsourcing for areas of their operations, there are in fact many benefits to outsourcing customer support!
As a leading outsourced contact centre, we’ve broken down some of the benefits our clients have received when outsourcing their customer service with us.
1. Cost-effective customer support
Outsourcing customer service can actually be a far cheaper alternative!
Hiring a full-time internal team can be expensive, with costs to consider such as staff wages and any new infrastructure or equipment required to effectively process customer calls.
Furthermore, an internal team is often not needed for businesses that don’t operate at capacity during quiet seasons.
So, by outsourcing your customer services, you can keep costs to a minimum!
Our clients have found it cheaper to outsource. Without the need to pay for new resources or employ a team during quiet periods, our clients are able to focus their energy and additional budget on other areas of the business to boost growth.
2. Adaptable for fluctuations in seasonality
Using an outsourced contact centre can be an excellent way to adapt to changes in call volumes.
Some businesses can manage their own customer engagement effectively - until the busy seasons hit. With a heavy influx of calls, companies could miss out on sales opportunities if not every query is addressed.
When partnering with a reputable outsourced contact centre, you will have the option to quickly scale your operations according to seasonal trends.
Clients in the hospitality sector utilise our overflow call handling services during popular holidays or events, such as Christmas or bank holidays, meaning they can take advantage of busy yet profitable peak seasons.
3. Provide efficient service for your customers
Nothing is more frustrating than when you’re stuck on hold to a company for hours on end!
Making new, existing and potential customers jump through hoops or waste time in their day when contacting you is a recipe for disaster. In fact, a study by Forbes found that 51% of customers said waiting on hold for too long would give them a reason to move on.
When outsourcing customer service, your customers can be quickly connected to an experienced team of professionals that are on hand to help – meaning customers are left satisfied and no future business is lost.
Here at OpenContact, we here to help businesses manage their customers in a timely and attentive manner – backed by nearly 25 years of excellent service for our clients.
4. Take the pressure off your team
Let the professionals make your customer service hassle free!
If you have a dynamic team, you may see that your staff get burnt out from addressing customer calls and support queries on top of their existing day-to-day duties.
Outsourcing takes the weight off your workload, allowing you and your team to focus on the tasks that help drive exceptional customer experiences and better brand advocacy.
With our quality outsourced support, we have helped our clients free up their time to work on other areas that evolve their service, operations, staff productivity and overall business development.
5. No staff training needed
Most people can answer the phone to a customer, but it’s much harder to engage on a personal and serviceable level.
Like with any form of staff training, it can take time for new starters to properly perfect their responsibilities, and, with many businesses, not everyone has an abundance of free time on their hands.
Outsourcing customer service negates the need for staff training, meaning you can instantly benefit from skilled individuals who are ready to represent you.
With our tailored contact centre solutions, our team of professionals are fully trained, here for assistance and able to seamlessly adapt to our clients’ businesses – like a chameleon!
6. Multi-channel support for customers
Outsourced contact centres do more than just answer phone calls!
Not everyone picks up the phone to contact a business in today’s world. Customer queries need to be addressed across other platforms, such as email, live chat, social media and more.
Leading outsourced contact centres will be able to manage more than just inbound calls, with options for multi-channel customer support services.
At OpenContact, we provide a range of bespoke multi-channel support solutions for a number of clients, ensuring that a customer interaction opportunity is never missed.
Looking for a trusted outsourced customer service provider?
If you’re looking to outsource your customer contact management, OpenContact is here to help.
We can be an extension of your team. With our multitude of services and our hands-on collaborative attitude, it’s always our goal to be a trusted partner that helps our client prosper.
With our outsourced services, you can benefit from total customer contact management, inbound call handling, seasonal overflow support and more.
Get in touch today to find out more.
by itsupport@opencontact.co.uk on 28th May 2024