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In-House Call Center: 5 Reasons to Outsource Your Customer Service

Posted by Tracey Laughlin on Aug 4, 2021

Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth. 

Keeping this in-house makes sense right? It gives you more control over your program, keeps you closer to your customers and 

Yet in-house customer service comes with its own set of unique challenges. In fact, in-house customer service is typically only effective for large enterprise companies with huge budgets. 

Small and medium-sized organizations simply don’t have the resources and budget to invest in the training, technologies and expertise it requires for a highly successful customer service program.

Outsourcing your customer service program to the right contact center can help you address those challenges, all while improving your customer experience (CX) and reducing costs at the same time. 

Is outsourcing your customer service program to a contact center something your business wants to do? Read more about outsourcing here.

With that in mind, Advantage Communications has listed the top five reasons why your organization should outsource its customer care program. 

#1 - Access to highly-skilled and expert CSRs

Hiring customer service representatives (CSRs) is one of the most difficult tasks for any in-house customer service team, not least because of the incredibly high employee turnover rates associated with call centers. Those long searches for the right worker only for that employee to leave a few weeks later is incredibly expensive and time-consuming.

With an outsourced contact center, you’ll never have to worry about employing CSRs again. Through your partnership, you’ll gain access to highly-skilled and experienced customer service agents who work as brand ambassador for your company - with all of the hiring and management risk on the contact center. 

#2 - You won’t suffer from poor customer service as you scale up your team

If your business experiences sudden growth or seasonal demand, you’ll need the CSRs to meet those increased customer needs. Organizations that scale quickly in-house often see a resulting decline in customer service as new employees struggle to learn their scripts and get caught up quickly.

Since they have a large number of agents on-hand and the training protocols already in place, contact centers have the ability to scale up your customer service agents and customer service demands quickly - without customer service quality or the customer experience declining in any way. 

#3 - Investing in customer service with a limited budget

There’s a lot to any successful customer service program. It requires complex technology such as contact center artificial intelligence (AI), skilled agents, and program managers who ensure your business is realizing ROI. All of these are highly expensive when purchased in house.

Thankfully, contact centers already have these resources in place. Your organization can save huge amounts of money by leaning on a trusted partner that already has the technologies and expertise ready to implement immediately into your customer service program. 

#4 - Handle more than just telephone calls

In today’s world, customers are on a range of channels. They expect your organization to be there too. It’s no longer enough just to answer customer queries over the phone, you need to be on every single channel that your customer may want to interact with you. That could include your website, social media, messaging apps and many more.

Contact centers specialize not just in call center solutions, but omnichannel customer care. They’ll evaluate the ways in which your customer prefers to contact you, and then tailor your customer service program to ensure that you’re able to interact with your customers across all those channels. 

#5 - Gain time to focus on what truly matters to your business

Worrying about your customer service program is time-consuming. It takes your focus away from spending time and energy on your company’s core competencies. 

A contact center will take away customer service efforts such as hiring agents, learning customer service strategy and implementing technologies. That gives you the time you need to focus on the core business functions that drive true business growth.

Interested in working with a contact center partner who can alleviate your organization’s customer service burdens? Get in touch with Advantage Communications today. We would love to help.

 

Customer Service Trends 2021

Topics: Contact Center




Tracey Laughlin

Written by Tracey Laughlin

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