Customer call centers are a key part of many businesses, but it can be difficult and time-consuming to manage them on your own. Between training new hires, ensuring proper staffing, and overseeing the day-to-day performances, you can risk taking away time from other, more crucial, aspects of your business. This is where customer service outsourcing companies come into play. Not only can they help free up company time, but they can ensure that all customers receive the help that they need. While it may be easy to dismiss phone conversations with customers, it’s still very much a key part of marketing. In fact, around $1 trillion in consumer spending is influenced by calls and the reception they provide.
The Seven Benefits of Customer Service Outsourcing Companies
Customer service outsourcing companies can also come with a variety of benefits that every serious business should take into consideration. Seven of the most significant include:
- Cost Reduction.
Outsourcing a customer service call center to professional call handling services can help your business save money overall. It can reduce costs associated with staffing, benefits, infrastructure, and overhead. Additionally, the services are available when they are needed and won’t cost you a fortune when not in use. You get all the benefits of skilled customer service without a huge impact on your bottom line.
Professionals at customer service outsourcing companies are able to answer calls at a moment’s notice with little to no wait on the customer’s part. This not only helps improve customer satisfaction, but it ensures that every caller, even at peak hours, is able to be received. This gives all agents a change to engage thoroughly with every customer, without feeling rushed or pressured by a backup on the phone lines.
- Service Levels
Service level can decrease with a high volume of calls, making it difficult for staff to adequately provide the customer service that is needed. This goes hand in hand with call quality and is something that can be improved by utilizing an outside inbound call center.
- Call Abandonment
With long wait-times come customers who will hang up and go somewhere else. By ensuring that every customer that calls in is received in a timely manner, the rate of abandoned calls can significantly decrease. This not only helps you keep customers, but it helps make them feel valued and more likely to return in the future for further services.
- 24 Hour Support
It can be hard to provide 24-hour support directly from your business, but by utilizing an outside call center, you can ensure that customers can always call in no matter the time. This is great for customers who may work erratic schedules, or have trouble finding the time to call during your business hours. Additionally, your own staff can enjoy not having to work late hours or holidays as everything will be handled by the outside company.
An outside service can also ensure that customers can still reach you in the event your business center experiences a power outage or natural disaster where your staff can make it in. This is especially helpful if you service customers around the nation who might not be experiencing the same issues as your location. Overall it helps keeps service going, even when your on-site location is shut down.
Overall, outsourcing to a call center can help boost customer satisfaction. By allowing agents to spend more time tending to one caller at a time, you ensure that a more personal one-on-one conversation can be had where the customer is more likely to feel valued by your business and return in the future.
Customer service outsourcing companies are great for businesses of any size that want to better manage their inbound and outbound calls. If you want to ensure your customers receive the best level of service, consider these benefits and how they can work for your company.