You’ve worked hard growing your business and customer service so that you can provide your clients with an excellent customer experience. But as your business grows, you're probably finding it harder and harder to keep up with the number of tickets.
That’s okay! Many successful businesses have the same struggle. The good news is that outsourcing to a customer service specialist may be an easy solution to your problem.
If you’ve been wondering whether you’re ready to outsource your customer service program, here are seven signs that it’s time:#1 - You’re unable to provide your desired level of customer service
There are many factors that can cause your team to skip important steps including a lack of resources, the need for more training or a sudden influx of calls, emails and other communications. No matter the cause, skipping steps or rushing through interactions can lead to poor customer service.
If you feel that your customer service reps no longer have the time or ability to meet your expectations when it comes to the level of service they deliver, it may be time to outsource customer service to a specialist.
As your business scales and grows you may find that you need more customer service expertise than you currently have in house. When this happens, it’s time to hire more bodies or outsource your customer service.
The main benefit of outsourcing to a third party is that you will benefit from the expertise of multiple customer service specialists without having to pay for multiple new staff members to meet your needs.#3 - You don’t seem to have time for core functions
Your business is growing and that’s amazing! But with this growth comes the realization that you and your in-house team can no longer handle everything on your own. This is especially true if your customer service team is already stretched thin.
Outsourcing can help you regain focus on your core business functions, while ensuring that your customers continue to receive the high level of service that they have become accustomed to.#4 - Your business is experiencing rapid growth
If your business is experiencing rapid growth, it can be difficult to keep up with the demands of a larger customer base. This is where outsourcing your customer service can be a lifesaver.
An experienced customer service team will be able to quickly scale up to meet the changing needs of your business. This ensures your customers always receive the level of service they need and deserve.#5 - You experience substantial shifts in demand throughout the year
Some businesses only require customer service during specific times of the year, while others may have more consistent needs. If your business has substantial shifts in customer service demand throughout the year, it may make sense to consider outsourcing to a specialist. This will ensure that you have the customer service coverage you need when you need it without having to maintain a larger in-house team than necessary during slower times.#6 - You have plans to expand
If you have plans to expand your business into new markets or product lines, you may need to reevaluate your customer service needs. Outsourcing your customer service can help you determine the best way to meet the customer service needs of your growing business.#7 - You want to improve customer retention
If you want to improve customer retention, you need to provide an exceptional customer service experience. This can be difficult to do if you don’t have the necessary manpower. Outsourcing customer service to a specialist can help you improve customer retention by ensuring your customers get the best experience possible.
These are seven signs that you might need to outsource your customer service. By doing so, you can be sure that your customers will always receive the best possible care. Interested in learning more about how you can do that? Get in touch with the Advantage Communications team today.