The benefits of customer service outsourcing
A business’ customer support strategy boosts brand loyalty, builds long-term customer relationships, and expands market share. Every enterprise aspires to create positive and memorable customer experiences and meet their needs before, during, and after a sale. Often, organisations lack the in-house manpower, expertise, or resources to consistently meet today’s growing customer service expectations. This is why several corporations opt for the flexibility and scalability offered by external service providers. Read on to discover the advantages of customer service outsourcing process and operations to a third-party vendor.
The primary benefit of outsourcing customer service to an external service provider is that it saves investment in time, money, and resources. Third-party customer service providers have the infrastructure, trained personnel, and processes in place to handle a client’s ever-changing customer support needs. This is why outsourcing customer service operations saves a considerable amount of money each year.
Outsourced customer service offers great flexibility that allows you to scale operations per business needs. Organisations that rely on in-house customer service solutions will need to react quickly to projected changes in demand and spend the time and resources needed to hire and train customer service personnel. On the other hand, third-party customer service providers are flexible and agile enough to scale operations forward or back based on seasonal call volume surges or projected long-term growth.
Access to a specialised workforceTo successfully meet customer expectations, customer service agents must be equipped with thorough technical knowledge about the product or service. This is the only way to craft excellent customer experiences and deliver effective solutions to any customer queries or pain points. The only way to achieve the necessary level of expertise is to invest in training your in-house workforce, which involves massive investments of time and money, as well as brings with it its own set of complications. Third-party customer service providers give businesses access to highly trained and specialised customer service agents without worrying about the costs or effort of training them.
Access to contemporary technology and processes
Established customer support providers incorporate the latest technology and processes to ensure they meet and exceed customer expectations while maximising operational efficiency. These may include systems to reduce the average wait time so callers don’t need to spend more than a few seconds on hold before being attended to. Additionally, it requires a team of dedicated quality analysts to ensure that every interaction meets certain predetermined standards and service-level agreements. With these and other measures in place, third-party customer service providers can deliver a much higher level of customer support than most organisations can manage in-house.
Focus on core competencies
Outsourcing your organisation’s customer service operations allows your employees to focus on core, business-relevant operations and duties rather than worrying about providing excellent customer care. Third-party customer service providers can take on the responsibility of hiring, training, and deploying customer service agents as required to serve your customer base as per demand.
How well you treat your customers determines whether or not they will be inclined to do provide repeat business with your organisation, and partnering with an established customer service provider can boost customer satisfaction and hence retention. Vendors specialising in customer service operations are experienced at eliminating friction points in customer interactions to resolve issues quickly and painlessly, ensuring that these customers stay loyal to your brand.
Data collection and analysis
An often-neglected benefit of outsourcing customer service is the opportunity to gather and analyse data to better understand your customers and their requirements. Most third-party customer service providers can gather and organise customer information, giving you insights into their wants and desires, so that you can serve them better in the future.
For organisations on the digital transformation journey, agility is key in responding to a rapidly changing technology and business landscape. Now more than ever, it is crucial to deliver and exceed on organisational expectations with a robust digital mindset backed by innovation. Enabling businesses to sense, learn, respond, and evolve like a living organism, will be imperative for business excellence going forward. A comprehensive, yet modular suite of services is doing exactly that. Equipping organisations with intuitive decision-making automatically at scale, actionable insights based on real-time solutions, anytime/anywhere experience, and in-depth data visibility across functions leading to hyper-productivity, Live Enterprise is building connected organisations that are innovating collaboratively for the future.
How can Infosys BPM help?
Infosys BPM offers comprehensive customer service outsourcing solutions to handle customer touch points across the entire lifecycle. Reach out to know more about how Infosys BPM can provide your organisation with outstanding customer support.