What do IBM, Sun Microsystems, and Siemens have in common? Aside from being Fortune 500 companies, they all rely on outsourced customer service duties.
Clearly, these highly successful businesses see the benefits of letting a third party expert be in charge of this critical area. It is a factor that provides businesses a competitive edge in the global market, one that plays a major role in customer retention. Maintaining a loyal following is one of the keys to success that these companies have recognized early on, and it is for this reason that they prefer to let outsourcing companies take the reins when it comes to providing superior customer experience.
Here are a few more reasons why the most successful companies turn to outsourcing their customer service departments.
Customer care has traditionally been considered as a cost center because of the amount of time, finances, and manpower required to maintain it. To do it properly, agents need to be trained on a regular basis, and advances in technology demand that systems are updated and are fully compliant. With outsourcing, these in-house costs are greatly reduced, especially if customer service is not your core competency.
Outsourcing companies also find ways to maximize overall customer value and can even help generate revenue instead of draining valuable company finances. By improving quality and following metrics such as handle times, net promoter scores, up-sell and cross-selling when appropriate, they not only give excellent service, but could drive business for you as well.
2. Improved Customer Experience
Third party vendors who focus on customer service train agents on a continuous basis. Their front liners have dealt with all kinds of scenarios and situations, and you can benefit from these years of experience when you hire their team. They have advanced expertise and invest in quality training and talent simply because it is what they do, and they’re experts in this field. There are strict metrics to adhere to and standards to establish, so you know that you’re getting the best service and results.
You are also sure to have real-time customer service agents replying promptly to every customer query that comes your way. Whether via phone support, social media, or other platforms, you can request for a service package that answers your specific business needs and requirements. Because outsourced companies know how to respond to your needs and even provide consultation when needed, the overall customer experience is vastly improved.
3. Efficient back room operations
Service providers have the flexibility to respond to seasonal business demands in a more timely and efficient manner. Because they’ve invested in the latest technology and have the best talents for the job, vendors have the capacity to scale operations up or down when needed. They can add more front liners to do the job or lessen your seat capacity if your business requires it. More importantly, they are able to do so without sacrificing quality service and without disrupting normal business operations. They have the capability to bring about a smooth transition if and when any changes are needed to be enforced, or if any short-term campaigns need to be launched, they’re on top of it.
Providing an excellent customer service on a consistent basis is fast becoming major differentiator in today’s market. Infinit Contact has the expertise and experience to deliver the kind of service that will wow your customers and maintain a loyal following. If you want to focus on your own core competency and have more time and resources to personally handle other important functions of your business, leave the customer experience duties the experts like Infinit Contact.