Outsourcing customer support is a means of providing quality services to customers in a bid to lower costs and increase efficiency. Companies that are experiencing rapid growth and an expanding customer base are usually attracted by it. As they grow bigger, the volume of customer support requests they handle increases, hence outsourcing becomes a better option for handling customer support services.
There are many advantages that businesses can get from outsourcing customer support. Below I have discussed the top 5 advantages -
Lower Cost of Operations
The cost of hiring employees, paying for their training, and of course their salaries can take a toll on your company, especially if you are small. Apart from all these costs, you cannot ignore the infrastructure cost involved in setting up an in-house customer support department. The computers, software, internet connection, electricity bills, furniture, refreshments etc. are just a few added costs of an in-house team.
Availability of Tools & Technology
A company that handles contact center services has various software like Dialer, CRM and sales software as well as quality auditing tools. They are experienced in their tools and your customers can benefit from it. The alternative would be you buying all these software licenses and then training your employees to use it. It’s certainly more expensive and time consuming.
Scalability is Easy
If tomorrow your business grows and you need more people to handle calls or supports, having outsourced this service, you face no challenges. Your outsourcing partner takes the burden of hiring and training new employees as well as handling volume changes with ease as they have years of experience with the same.
Available 24/7/365
By outsourcing your customer support service, you can ensure that your customers are handled 24/7/365 without any interruption. Such an availability is difficulty to expect from an in-house team. Outsourcing companies can offer you this flexibility as they support other clients and have employees available in all shifts. They may have locations in other countries and clients around the globe. So they have the infrastructure and resources to staff a 24/7 support operation cost effectively.
Expert Knowledge of Multiple Domains
Outsourcing companies have employees that can handle a wide variety of processes. There are also companies that have years of knowledge with multiple industries as well and know the ins and outs of those sectors. Partnering with such a company can give your business the benefit of their expertise and experience to reach next level.
Are you looking to save marketing costs, increase conversions and sales, and build a long-term relationship with customers?
Outsourcing live chat support services can free up your time to focus on your core activities and also save costs.
Live chat support allows you to give quick answers to questions about your products, solve customer problems faster and assure your customers that you’re there when they need you.
Here is some date to help you get a better understanding of how much customers appreciate live chat: Live chat had the highest customer satisfaction levels at 41%, as compared to 32% for traditional phone support and only 23% for email support.
Why should you consider live chat support outsourcing?
On the other hand, it can be a huge time saver (not to talk about cost).
Call Center Outsourcing is a great way to boost customer retention rate and getting new leads.
However, people have some misconceptions and fears about it.
Common Misinterpretations About Call Center Outsourcing
Simplify 360 is one of the best omnichannel customer experience platforms.
We are the best TCO in the industry.
We help in the integration of existing processes and workflows seamlessly on your platform.
You can boost your customer’s satisfaction by exceeding their expectations and delivering the best-in-class omnichannel customer service platform.Contact us - +91 7019238162E-mail - [email protected]
