Discover how outsourcing customer service can transform your company. Learn the keys to assessing your needs, choosing the right partner, and ensuring successful implementation and continuous improvement.
Outsourcing has become an essential strategy for companies looking to optimize operational efficiency, reduce costs, and enhance overall performance. Among the various business operations that benefit from outsourcing, customer service stands out.
But why is this the case? How can outsourcing customer service allow companies to leverage specialized expertise, access 24/7 support, and seamlessly scale operations, all while reallocating resources to other critical areas of the business?
Outsourcing customer service involves partnering with an external provider to handle customer inquiries, issues, and support requests. This can include services such as phone support, email support, chat and video chat bots, and social media management. Outsourcing these functions can offer several benefits, including cost savings, access to specialized skills, and improved customer satisfaction.
Assessing and choosing partners
Before outsourcing your customer service, it’s crucial to assess your company’s current capabilities. Identify areas where outsourcing could improve efficiency or reduce costs. For example, if your current customer service team is overwhelmed during peak hours, outsourcing could provide additional support to handle the increased workload.
According to a global outsourcing survey by Deloitte in 2020, companies consider outsourcing customer service for several reasons, including:
- Cost reduction: 70%
- Flexibility: 40%
- Speed to market: 20%
- Access to tools and processes: 15%
- Agility: 15%
A clear example of these benefits is our experience at Callzilla, where we implemented a ChatBot for an educational technology client with the goal of improving customer experience and reducing costs. After just four months of self-learning and manual optimization, the ChatBot achieved a 34% increase in its ability to resolve customer requests on its own, leading to a 76% reduction in the need for live agents.
Choosing the right outsourcing partner is crucial for the success of your customer service strategy. With nearly infinite options, finding a partner that aligns with your company values and has a proven track record of delivering high-quality customer service is essential.
Our success in 2020 with an inbound and outbound sales client demonstrates the importance of selecting the right partner. We analyzed existing processes, made adjustments, added new communication channels, and updated our training strategy, resulting in a 58% revenue increase in the first month and a 135% overall increase after four months.
• Download our Case Study with our Consumer Products client now to see how we increased CSAT results by 13% •
Implementation and continuous improvement
Setting clear objectives is fundamental to a successful outsourcing partnership. By defining your customer service outsourcing goals and effectively communicating them to your partner, you establish a shared vision and direction. This alignment ensures both parties are focused and working together toward mutual success. Just as a well-crafted roadmap guides a journey, clear objectives steer outsourcing ventures to triumph.
How do you ensure your outsourcing partnership thrives? The key lies in establishing dynamic communication channels. Think of communication as the glue that holds your partnership together, a vital component that requires regular attention and care.
Training and integrating your outsourced customer service team is like giving them a superpower, equipping them with the knowledge and skills to deliver exceptional customer experiences. Ensure they are well-versed in your products, services, and brand values to provide a seamless customer journey. Regular updates to training materials keep them sharp and informed. This investment in their development not only benefits your business but also enhances their satisfaction and performance.
At Callzilla, we ensure this process is as smooth as possible, providing all our contact center agents with top-notch training to address language and cultural differences, enabling them to better understand and meet each customer’s needs.
To stand out among countless other companies, you must elevate your customer service standards by implementing quality control measures. Treat this process like appointing a vigilant guardian over your outsourced team, ensuring they consistently deliver exceptional service. By regularly monitoring their performance and gathering customer feedback, you gain valuable insights to refine and improve. Embracing quality control isn’t just about meeting expectations; it’s about surpassing them and setting a new standard for excellence.
But the work doesn’t end there. Continuous improvement is the guide for your outsourced customer service to reach excellence. Regularly reviewing and assessing your outsourced team’s performance allows you to identify areas for improvement and implement necessary changes. By continually refining your outsourcing strategy, you can ensure that your customer service remains efficient, effective, and ahead of the curve.
Outsourcing customer service can provide numerous benefits for businesses, including cost savings, access to specialized skills, and improved customer satisfaction. By following the steps outlined in this article, you can effectively outsource your customer service operations and ensure ongoing success for your business.
For exceptional outsourced customer service, consider partnering with Callzilla. With a proven track record of outstanding results, Callzilla offers a commitment to constantly updating systems and processes, along with comprehensive training programs. Trust us to elevate your customer service and drive success for your business.
About the Author: Neal Topf
