Advantages and Disadvantages of Customer Support Outsourcing

While your business grows, it becomes harder to manage all operations. Whether you are in B2C or even a B2B segment, the quality of customer support is a critical factor which will influence your success. The volume of new and returning customers may lead to numerous problems since you need to maintain all the services to provide excellent care to everyone.
Your voicemail is filled up, emails — unanswered, you don’t have resources to manage all live chat inquiries, and you are missing an opportunity to grow your business. However, before turning your face to a customer support outsourcing provider, you need to understand the advantages and disadvantages of this solution fully. It’s crucial to peruse this information because the way you treat your customers matters the most.

Each year businesses lose $75 billion because of poor customer service. Don’t follow suit and outsource yours to a reliable provider.

Advantages of Customer Service Outsourcing

1. It is less expensive. Customer service outsourcing is an affordable alternative to hiring a full-time representative. Businesses that outsource customer service report financial benefits connected with the costs of agent attrition, utilization and SG&A. Moreover, outsourcers are usually offering flexible staffing options and pricing.
2. Better coverage. Customer care outsourcing allows you to ‘outservice’ your competitors by providing after-hour and weekend support to your customers.
3. Support in different languages. You can add more language options to provide customer service not only in English.
4. Shorter response time. Customer support outsourcing lets your company get as many people as your business currently needs. As a result, there is someone ready to answer client’s inquiry online at all times, which is the primary driver of customer satisfaction.
5. Less headache. The advantage of hiring an outsourcing provider for your customer care team is that you don’t need to manage everything yourselves: staff training, equipment, financial security and many other concerns that would be yours if you haven’t chosen to outsource.
6. Access to technology and resources. Usually, outsourcing providers have a pool of technology resources you might need when you run your business.

Disadvantages of Customer Service Outsourcing

1. Rigid contract. To get customer care outsourcing service, you need to sign a long-term contract, provide detailed requirements and basic training for your future agents, which may be time-consuming.
2. Your team may be disconnected from your brand and strategy. When you start working with an outsourcing provider, you should consider the company as a partner and make sure your employees are fully dedicated to your brand.
3. Customer care quality. At the first stage of collaboration, make sure that your outsourcing partner understands how the quality of customer care is vital for your business. Define quality standards and make sure that a provider fully understands them.

As you see, customer care outsourcing has even more advantages than disadvantages and hiring a reliable provider of such services may be very beneficial for your business. To overcome the obstacles mentioned above, consider partnering up with a BPO company like WiserBrand. We have expertise in setting up dedicated to your company and brand customer care teams.