How many times have you heard this? “Thank you for calling Acme Inc. Please hold, the next available associate will be with you shortly.”
Maybe not so bad of a message, but when you’ve heard this on repeat (with horrible, elevator-style hold music) for the last 45 minutes, you may want to scream.
Even though everyone knows how irritating the long wait times can be when calling customer service, unfortunately, it’s still necessary for numerous companies and it’s all too common of a problem.
But you can set yourself apart from the similarities, further please your customers, maintain happier employees, and ultimately increase your bottom line all with a simple switch: outsource your customer support.
Think about it – an outsourced staff means more time for you and your employees to do what you do best, while avoiding the dreaded “please hold” spiel, making for happier employees and happier customers.
Still not convinced? With outsourcing, you also get…
Trained and dedicated staff
When a company doesn’t have enough people or enough time to properly handle customer service calls, they try to do the best with what they can, which doesn’t always work. Think calls handed off to whomever is available at the time, or salespeople taking support calls when they should be closing sales. Alternatively, the employees at a customer service call center are trained customer service professionals, with the time to dedicate to handling each issue quickly and thoroughly. In most top-tier call centers, agents are required to have at least a 4-year Bachelors degree.
Increased competitive edge
When you outsource your customer service and get rid of the atrocious hold times, you ensure that your customers receive the help they need exactly when they need it. And because their issues are being handled by a trained professional and not a multi-tasking salesperson, they’ll leave happier and more satisfied with the solution. Increased customer happiness leads to increased customer loyalty, which means less stress for you and a solid competitive edge in the marketplace.
Monitoring and quality control
Call centers that specialize in customer support typically have strict quality control standards, which are monitored by managers overseeing the call agents. Calls are monitored and recorded, allowing managers to see if call agents are handling problems as they were trained to and ensure that things are running smoothly. This extra layer of quality control ensures that customers calling in receive only top-notch service and solved problems, rather than agents who try to rush them off the phone.
Last but not least, there’s the opportunity to save money through outsourcing. For starters, it’s cheaper than hiring new employees in-house to take care of the customer service aspect. You forgo the time cost of hiring as well as the increased financial burden of employee onboarding, office space, and technology for them to use. You also avoid the non-financial costs of hiring, such as overburdening current employees with more work to keep all bases covered.
Outsourcing your customer support function can be one of the best things you do for your business. Not only can you see almost immediate results, such as the increased competitive edge and cost savings, but outsourcing also helps your business grow. The only way to truly expand your business without doubling your financial or managerial burden is to relinquish some control to a third party. While it may sound scary, the benefits you reap will prove it to be worth it!
Interested in outsourcing your customer support function to top-tier professionals and reap the benefits above?