Business magnate Warren Buffet has rightly said, ““It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
And the reputation of any company lies in the quality of customer service. Outsourcing the customer support services is the trend which will never go out of fashion in business world.
But often, the entrepreneurs have second thoughts about outsourcing.
It is imperative for someone to have confusion related to outsourcing of customer support services.
But one can’t deny the fact that outsourcing of this process comes with multiple perks tied to it.
Here are the major advantages which prove that contracting out customer support service is the best decision of a company.
Benefit # 1: Cost Related Savings
This is the primary reason due to which companies choose the path of outsourcing.
This happens because staffing of the competent workforce can be a costly process which is difficult to bear by small companies.
Also, regular training of staff through multiple resources costs a lot of money to the company owners.
Some other costs incurred on employee related processes like insurance, recreational activities can also hamper the budget of the company.
Money spent on installation and maintenance of hardware and software needed for customer support services is also generally high.
Therefore, company can save a lot of monetary resources by outsourcing the customer service process.
Benefit # 2: Call Centers Have Vast Experience in Customer Service
The call center outsourcing agencies with years of experience in customer support develop a forte in this field.
They are able to tackle all types of customers quite smoothly. Also, they have competency to quickly learn everything related to product / services of the company.
They constantly employ various creative methods and innovative ideas to solve the customer’s requirements.
Therefore, with their heavy involvement in customer support realm, they are able to give mind blowing service to the end customers.
Benefit # 3: Immediate Support for Small Companies
Normally, a startup or medium sized companies believe that Customer Service Process can be handled by them efficiently. But as the schedule becomes tight, these companies fail to meet the expectations of the consumer.
This also happens when number of customer queries begins to expand on large scale. In this scenario too, the companies are not able to handle the calls efficiently.
This is where outsourced agencies act as a savior to these small and mid-sized companies.
Benefit # 4: Security of Customer’s Data
Securing the data of the customer must be the top priority of the companies. But often, the small companies fail to comply with the regulations required to secure the data of their esteemed customers.
Outsourcing vendors on the other hand fulfill all the necessary requirements needed to secure the customer data.
Some major security related rules and regulations followed by a contact center include:
• Thorough background check of new employees
• Restricted access of the internet
• Encryption of data for technologies like cloud computing
• Compliance with payment card industry (PCI) data security standard
• Updated antivirus software and firewall
Benefit # 5: Companies are Able to Concentrate on Core Processes
Normally, there is less number of people in top management when it comes to handling core areas of the company especially in startups. This makes management of all the processes simultaneously quite difficult. As a result, productivity of the company starts decreasing and scope of scalability is hampered.
In this case, companies can choose to outsource the processes like customer service which allows them to focus easily on other areas of organization like production, research & development and procurement etc.
Benefit # 6: No Issues of Different Time Zone
Several times, your end customers are located on some other parts of the world which have time zone different than your local time. This causes difficulty as it is not practical to make in-house call center operational for 24 x 7.
But the renowned outsourcing companies are always operational to ensure that there is no issue related to difference in time zone.
All these benefits discussed above definitely reinforce the idea of outsourcing the customer support services for flourishing in the competitive world.