Providing good quality customer care is no longer just an after though for organizations. With growing competition, companies are pulling out all stops to keep their customers happy and retained. Customer service plays a big role in keeping your customers happy and keeping them engaged with the organization. However, with the rising cost of operations and the hassles that are involved in setting up an in-house department, most companies prefer customer care outsourcing.
Telecom companies have been outsourcing customer services for many years. Many western countries are preferring to outsource to India, Philippines, etc. Not just that, many other sectors like travel & tourism, banking & finance and insurance, etc., are divulging in it. Below are the top 5 benefits that companies derive from outsourcing.
The cost of hiring staff members, paying for their training, and of course their salaries can take a toll on your company, especially if you are a start-up. Apart from all these costs, you cannot ignore the infrastructure cost involved in setting up an in-house customer service department. The computers, broadband connection, electricity bills, furniture, refreshments etc are just a few added costs of an in-house team.
A company that handles call center services has various tools like CRM and sales software as well as quality auditing tools. They are experienced in their usage and your customers can benefit a lot from it. The alternative would be you buying all these software licenses and then training your staff for it. Not a very good idea.
If tomorrow your business grows and you need more people to handle calls, having outsourced this service, you face no challenges. Your outsourcing partner takes the burden of hiring and training new agents as well as handling call flow changes with ease as they have years of experience with the same.
By outsourcing your customer service, you can ensure that your customers are handled 24/7 without any interruption. Such an availability is unrealistic to expect from an in-house department. BPO companies can offer you this flexibility as they have trained staff members that have years of experience working in rotational shifts.
Outsourcing companies have staff that can handle a wide variety of processes. There are also companies that have years of expertise with once specific industry as well and know the ins and outs of that sector. Partnering with such a company can give your business the benefit of their expertise and experience.