marketing location business

Every stage of company growth is inevitably accompanied with certain changes. With a rapidly growing business, it may be even a squall of challenges.

As the number of customers increases, the hot question is how to transform them into satisfied fans of your business.

Considering that 90% of respondents say the quality of customer service plays a pivotal role in their loyalty, it seems quite forward-minded for a company to outsource customer support to professionals. But as it’s another wind of changes, let’s learn how to make it blow in the right direction. 

Global spending on outsourcing could hit $731 billion in 2023, but why?

Outsourcing Customer Support You Get the Following Benefits:

  • possibility to outsource customer support to a team of skilled and trained professionals;
  • staff costs savings, including salaries, benefits, and training;
  • access to talent from around the world at reasonable rates;
  • chance to hire multilingual consultants to provide enhance service;
  • greater efficiency for customer support, as consultants concentrate on it only;
  • greater customer satisfaction as your team handles queries more efficiently;
  • ability to get critical insights through a series of comprehensive reports.
  • clients have 24/7 support;
  • omnichannel support options;
  • less pressure for in-house employees, so they can deliver better service;
  • opportunity to improve data security.

Knowing the benefits, it’s time to take a critical look at 

Customer Support Outsourcing Pitfalls and Limitation

  1. Losing touch with your clients

It may be quite difficult to monitor outsourced customer support interactions. If agents fail to follow your company’s protocol, have not enough product knowledge or information necessary to help your customers, it can result in losing clients instead of pleasing and making them loyal.

  1. Lack of Service Consistency

With outsourced support, it is less likely that customers will be treated the way you expect them to be. This can anger customers and hurt your business.

  1. Providing Sensitive Data to Third Party Agencies

In order for customer service agents to successfully do their jobs, they must have access to all necessary data. It may be a serious risk of data breaches, providing this data to a not reliable agency. 

  1. Conflict of Interest Between your Goals and the Outsorcerer’s Goals

If the main goal of a third party agent is to meet the terms of their contract and service-level agreement with you, but not to provide high class customer support, these agents will not be constantly focused on keeping your customers happy.

  1. Your Industry Is Highly Regulated

Some industries, such as medical, require customer support agents to have certain certifications or to stay in certain locations. Then, it will be challenging to find a good fit outsourcer.

The Bottom Line

Customer service is critical for your business growth. But if you want to be completely satisfied with its results, treat the question of customer support outsourcing as if you are entrusting your own child. With quality research, wright approach and deep analysis you have a high chance to find a reliable outsourcer and skyrocket to your dream business results.

By Jim O Brien/CEO

CEO and expert in transport and Mobile tech. A fan 20 years, mobile consultant, Nokia Mobile expert, Former Nokia/Microsoft VIP,Multiple forum tech supporter with worldwide top ranking,Working in the background on mobile technology, Weekly radio show, Featured on the RTE consumer show, Cavan TV and on TRT WORLD. Award winning Technology reviewer and blogger. Security and logisitcs Professional.

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