It is no surprise that poor customer service result to major business losses in most companies. This is why improving and maintaining quality customer service should be one of the topmost priorities to keep your business growing.
However, running a business consists of diverse functions and while customer care is vital, it is not the main element. For this reason, companies look for ways on how to provide excellent customer service without deviating from their core functions. And here is where outsourcing plays an important role.
48% of UK Companies Outsource to Improve Customer Service
Many UK companies are maximizing the benefits of outsourcing to improve their customer service, where 48% of survey results by KPMG—a globally known professional services offering audit, assurance, tax, consulting, advisory, actuarial, corporate finance, and legal services—say they aim to develop their service levels. But there’s 56% who mentioned that there is a need to access skills through outsourcing, since it is evident that the cutbacks in the past years caused a shortage of key people in the company.
KPMG study also showed that 77% of the respondents plan to keep, if not increase, the levels of outsourcing rate, and 45% will most likely boost their IT outsourcing over the next 12 months.
The trend of using cloud technologies to complement outsourcing levels is significantly growing among businesses as well and will show heightened development by 2014.
The increasing demand from customers and the declining competence of the staff to meet these demands put customer service delivery to a greater expectation than in the past years, according to Jason Sahota, Director in KPMG’s Shared Services and Outsourcing Advisory team.
In summary, here are some important areas wherein outsourcing improves customer service:
- Quality in service delivery – Be it customer service, IT, or marketing, outsourcing helps your company accomplish tasks a lot better, way faster, and much cheaper by tapping into greater resource and expertise through people and systems. Outsourcing companies have years of experience and expertise in various industries and have implemented processes that are tested through time.
- Accessibility – Especially if you have an international client base, being available 24/7 through outsourcing definitely upgrades your customer service and boosts customer satisfaction. While this may be done in-house, the cost and effort will be detrimental to your company budget.
- Business concentration – Outsourcing gets your hands free from these additional functions—customer service, marketing, and IT. By freeing yourself from those responsibilities, you’re able to focus better in the specific fields and operations that are essential in running and growing your company.
Outsourcing has provided various benefits to companies in delivering quality customer service to their clients. Discern your company’s customer service outsourcing options and select the best suitable mold for your business.