Delivering quality customer service is an essential element of business strategy for companies wanting to distinguish themselves from their competitors. While closely monitored customer service can give the opportunity to build positive rapport with your customers, a bad experience can be incredibly detrimental. With 78% of consumers reporting having bailed on a transaction or not made an intended purchase because of a poor service experience, getting customer service right is critical!
Given the labor and technology costs associated with delivering quality customer service, many companies are looking for third party partners who they can outsource some or all of their customer activities to – whether it is by phone, email, social media, or live chat. Beyond the cost savings however, there are many compelling reasons to consider outsourcing customer service. Here are some of the top reasons why:
Flexibility and Scalability
The top providers have the capacity to absorb intense demand shifts through their existing technology and human resources, enabling faster ramp-ups and ramp-downs than in-house centers. The ability to scale quickly can be mainly valuable for short-term campaigns. During the Christmas shopping season, for example, some products require a substantial number of additional personnel to meet the higher demands.
Outsourcing means trusting your customers’ private data to a third party organization, however, a good service provider will have strong safeguards in place to prevent fraud and ensure compliance with regulations such as PCI. Starting with thorough background checks during the hiring process to controlled internet access and a clean desk policy (paperless workstations), most top service providers are far more meticulous when it comes to security and compliance than the average organization.
“Big Data” Collection and Analysis
Sophisticated customer service providers understand the importance of capturing and analyzing a range of care information to gain valuable insights. This data collection goes beyond simple call center metrics, and now includes sources such as social media. Outsourced call centers have experience with multiple clients and the data generated by many campaigns. Thus, they are able to offer insights and platform analytics from large amounts of raw data that an in-house provider would not have access to.
Focus on Your Core Business
Some organizations, especially smaller ones, believe they can easily manage customer service in-house, despite a lack of expertise in this area. By outsourcing customer service, you are able to focus on the core areas of your business that make you competitive and leave customer service to professional providers that have dedicated teams to provide the best care.
Build Relationships with your Customers
Every customer interaction is an opportunity to build your brand and strengthen customer relationships. A contact center’s core competency is customer care. Some providers have been serving customers for decades and have learned how to maximize customer relationships using creative programs, highly trained agents, cutting edge procedures and best practices. By having strong leadership, exceptional reporting capabilities and people, contact centers can help you retain customers, improve your brand loyalty and much more.
Considering outsourcing customer service? We’d love to help. Stratus Contact Solutions is a multi-channel contact center with over 20 years of experience. We provide custom solutions from high-touch call center services to social media managed support. Learn more about what our multi-channel approach can do for your business by contacting us here!