Managing a company’s customer service department can be a lot of work. Especially if the company has higher-than-expected growth. This is why outsourcing customer service can be a good option in some cases :
1 – Your Company Needs To Save
When the company needs more agents in the customer service sector, the first thing that goes through a manager’s mind is hiring more employees. However, hiring a new team can be very costly, especially considering a long-term investment.
At these times, outsourcing represents savings: hiring and training costs will all be in the hands of the contracted company. And your company will only have to pay the monthly fee for providing services.
2 – Your Company Has Been Growing Too Fast
If you have more sales, you’ll also have more fulfillment requests. When your service sector can’t keep up, there is a backlog of demands and a delay in contact returns, harming your customer’s experience.
The time has come to outsource the service: The outsourced company can embrace high demand, guaranteeing quality customer contact even if your company increases demands exponentially.
3 – You Need To Organize The Work Schedule
There are cases where a company does not have an exclusive customer service sector and shifts other employees from their original functions to deal with part of the relationship with the consumer. When that happens, the service is handled by a team of internal employees who don’t have the knowledge (or even the desire) to work with customers. To solve this problem, you can opt for outsourcing. Outsourced service allows you to reorganize the internal work schedule so that your employees can focus on their main tasks and responsibilities.
4 – You Need Flexibility
Especially if your company has seasonal sales spikes, the customer service rate doesn’t happen linearly and fluctuates from time to time. In some periods, the number of contacts is greater; in others, almost non-existent.
When you outsource the service, you can have the flexibility of obtaining a demand for attendants according to the demand for assistance and Appeasing Dissatisfied Customers. Thus, depending on the moment, you do not need to hire internal attendants who will have idle time or be overloaded. In addition, you won’t have to deal with work schedules that need to alternate constantly to meet customer demands. If this is the case for your company, it could be a sign that you need to outsource your customer service.
5 – You Need Specialized Care
To deliver quality in the customer service industry, you need constant training. This can mean a big investment in time and money.
When you outsource Customer Service (SAC) such as Hit Rate Solutions for example, your company is guaranteed that employees are specialists in contact with the consumer and are always up to date on the best practices in the market.