Business Solution|Customer Service Outsourcing
Expansion, globalization, a harsh economic landscape – these are all reasons why many businesses decide to outsource sections or even entire departments to firms both at home and abroad. And in any business the bottom line is profit. So when a company realizes it is lacking in skill or resources in a particular department, the option of outsourcing begins to look very attractive. However, it’s important to know which areas can benefit the greatest from outsourcing. One area that can almost always benefit from this method is customer service.
In any business it is possible to draw a line directly from profits to the overall quality of customer care. Stated simply: the better the customer feels he or she is treated, the more likely it is he or she will come back. In many scenarios, the first contact a business has with a customer is over the phone. That’s why it’s vitally important to ensure each individual call is handled quickly, efficiently and respectfully. This is where call centers, one of the cornerstones of outsourcing, come in.
But many people think outsourcing to entities such as call centers is the luxury of big Fortune 500 companies. This is not the case at all. In fact, small businesses can benefit from outsourcing in greater ways than large monolithic companies can. Here are just a few reasons why customer service outsourcing can benefit any business:
Business Solution | Lower Operational and Labor Costs
Anyone who runs a business appreciates the value of low overhead costs. The misconception comes in when small business owners feel outsourcing to a call center would be cost prohibitive. This isn’t the case in the slightest. It’s been documented that hiring a call center saves money compared to hiring a whole new in-staff customer service department. And with outsourcing there are no staff training costs to worry about either.
Business Solution | Focus on What a Business Does Best
Outsourcing allows a business to farm out otherwise time-consuming customer service processes to professionals. The great benefit of this is that it frees the business up to focus exclusively on those other core areas critical to growth.
Business Solution | Access to Professional Services
There are certain things companies do well and certain things they lack experience in. Running an entire customer service department oftentimes falls into the latter category, as far as business is concerned. Outsourcing to call centers is like hiring an entire professional and well-trained department that requires almost no oversight from the business itself.
Business Solution | Free Up Crucial Internal Resources
When a business outsources, they automatically remove the burden from in-house staff that would otherwise be concerned with the new process. With a call center, in-house employees are free to be utilized in areas that can grow the company.
Business Solution | Access to Resources
Even if a business does have the large staff required to maintain an entire customer service department, they oftentimes don’t have the resources. Whether it’s money or technology, many outsourcing agencies provide world-class resources that ensure their staff is well equipped to handle the task at hand.
These are just a few of the main reasons why more and more businesses, big and small are opting to outsource various areas of their processes, such as customer service. Of course, the end game in all of this is profit, and above all what outsourcing can do is save costs on overhead. These savings can then be absorbed back into the business in the form of a buffer capital fund. This improves a company’s bottom line and provides a measure of security in uncertain economic times.
Neal Lacy works for United Call Center, handling live order taking in Lake Havasu City, AZ. He is an expert on outsourcing call center work and writes widely about telemarketing in general.