Whether you’re in retail, technology, or food and beverage, customer service assures both brand loyalty and increased profits. In fact, companies worldwide are prioritizing customer satisfaction assessments. Customer satisfaction measures make sure business leaders are informed about feedback on their products, while also providing information that can enable them to do better. Companies also need to be more cautious and careful about their services. Customers can easily post a rant or even a video showcasing their disappointment with bad service or a faulty product.
Companies need to invest in customer service that will provide positive results and assured profitability. But this can get tricky, as subpar customer representatives increase costs. Live service contacts’ average costs went from $7 to $10 from 2009 to 2013. Low-quality training also leads to high staff turnovers that inevitably drive up recruitment expenses. At the same time, extra money will end up being spent on additional training.
Companies should look into customer service outsourcing. This strategic move lets business leaders focus on driving profit growth while managing overhead costs spent on customer service. By opting for an outsourcing company that’s an expert in customer service, you assure the company a sound investment and leave the actual task in the hands of capable representatives.
Customer service outsourcing can enable profitability in different ways. Read on to find out the benefits of this move and how else your business can enjoy a sound financial future.
With an in-house customer service team, you’ll have to spend on training and recruitment. Expect to spend more as well on equipment and other communication aspects such as a fast email system, website management, mobile SMS, call routes, and automated callbacks, just to name a few. But when you outsource the customer service team, you won’t have to spend on any of these. Your expenses are limited to a package or proposal that already includes all these equipment along with the customer service talent. An outsourced company removes additional overhead costs that could come from training, recruitment, and equipment expenses, as opposed to an in-house customer service. Profitability levels tend to be lower if a company has to spend on other overhead costs and an outsourced service would increase this value.
Outsourced customer service companies also contribute greatly to overall revenue. Since the outsourced company will only focus on customer service, another team earns your business means of revenue as they focus on improving the quality of sales, promotions, and handle times that represent your company.
Profits aren’t a product of a consumer buying a product. They also come from customers relating well with the brand and promoting it to their peers. By outsourcing customer service to the right company, you assure 24/7 service to your current customers. This assures them that you’re a business they can rely on. As a result, the consistency and presence of the service build a foundation of trust among customers. This adds value to the business’ reputation in the long run.
Laser Sharp Focus
Outsourcing customer service leaves a business’ leads and teams to focus on other matters related to company growth. The CEO and Manager do not have to worry about micromanaging a customer service team. HR can focus on recruiting employees for other departments that are in need of new people and expert talents. Each leader can focus on the most important aspects of their daily operations, without having to worry about the customer service component.
Outsourcing also lets all individuals in the company give more time to professional improvement, meeting quotas, developing products, and other integral aspects of any business. Adding customer service to their list of things to do will consume more of their time. They’ll end up wasting more energy on monotonous tasks that other individuals could focus on. Removing your current staff’s time and energy from their major tasks and responsibilities could slow down potential profit or moves that can enable better profitability.
A Stress-Free Work Zone
Profits also come from well-rested workers. A business cannot run efficiently if its employees aren’t performing accordingly. Your administration and finance department no longer has to worry about extra overhead costs with an outsourced customer service. IT services can be limited to the needs of established departments. Managers and board members don’t have to add specific plans and strategies that involve customer service plans. They simply have to check on the outsourced company and make sure the team’s actions are aligned to what was discussed. Making sure your employees don’t have to worry about anything else adds to the promise of work-life balance. A motivated team will definitely lead to promising results for tasks geared towards profitability.
Small to medium businesses are always looking to expand in the long run. The company will need a capable customer service team as products and services grow over time. In-house departments can’t catch up as easily. Outsourced customer service companies, on the other hand, are used to growing according to increasing demands. The outsourced company will always have a ready pool of staff, all of who are trained in keeping up with growing demands. Your costs are also limited to additional services and labor but still do not include overhead and other related expenses.
Profitability will move a company forward and headed towards other goals. But managing related expenses and costs contribute greatly to increasing profits or maintaining them in the right balance. Customer service is also integral to retaining and attaining your target market.
You’ll want to outsource your customer service to an expert in the field. Infinit-O is the perfect partner for this endeavor. This BPO Company offers premium services that also include healthcare, data and research, as well as finance and accounting. Any business is assured proven results thanks to Infinit-O’s ISO certifications. The company also has years of experience and a staff that regularly undergoes training to improve their current skills. The latest technologies support these capabilities accordingly to streamline every aspect of customer service.