Why Brands Should Consider Outsourcing Customer Service?

Customer service is essential to all businesses and brands, as good customer service can influence long-term customers and improve an overall service experience. This could make or break your brand’s image and narrative – since a customer support team is in direct contact with clients; hence acting as a representative of the brand and what it stands for. Studies also indicate that 96% of customers or clients say that this service is important in their choice of loyalty to a brand!

While it is quite apparent that this is an important aspect of a brand, let’s dive into why we recommend outsourcing it. 

What is outsourced customer service?

Outsourced customer service means that an enterprise is utilizing a third-party provider and makes use of its agents, to handle all the inbound and outbound calls and means of communication with customers.

For businesses, outsourcing customer service is not necessarily about cutting corners – it’s also about offering the best possible level of service to fulfill customer service needs! After all, positive experiences are the ones that drive loyalty and improve overall brand reputation.

Why should you outsource customer service?

Outsourcing your customer/client service team, particularly to an offshore location, translates to cost-efficient solutions without compromising on high-quality results! In the digital age, there’s been a massive increase in globalization and many cultural and lifestyle boundaries have shrunk, making it much easier to find talented individuals who can relate to your customers, no matter where they are! Furthermore, companies that do outsource customer service to another country also broaden their customer base by adding more language options than just English – creating a diverse environment, one that your clients and customers would appreciate.

Offshore outsourcing solutions are a win-win for expanding customer support for after-hour schedules, offering support in multiple languages, and diversifying your customer service team.

Not to mention, having customer service coverage of 24 hours all days of the week has huge advantages! Studies show that 52% of customers aren’t willing to conduct business with a company that neglects them at just one time! That’s a pretty high bar to get over, but if you’re not available to answer certain questions and concerns, your potential clients become someone else’s!

So, to summarize, some of the major benefits of outsourcing customer service are:

• Cost savings
• More coverage; 24/7
• Diverse language options
• Potentially shorter response times
• Better technology, equipment, and resources

How to outsource customer service?

Delegating your customer care to an outsourced agency can cut overheads significantly, saving you time, money, and resources, no doubt, but it’s not a one-size-fits-all solution. That’s why the options need to be weighed carefully, especially when an external company could be directly interacting with your customers.

The key to achieving the best-outsourced customer service is to be open to assessing new and innovative service providers – one such option would be to look offshore. It is crucial and smarter, in the long term, to choose a partner that understands the demands of the customer and is genuinely also invested in your own business’s growth.

There are several countries that have an abundance of talent for the right price, which makes them great options for outsourcing! Some common locations for international outsourcing include the Philippines, Mexico, and Pakistan.

The biggest thing to consider, however, when choosing an outsourcing location is analyzing what your business’s needs are. For instance, if you require customer service agents who specifically speak European languages, you may need to outsource to Europe. Likewise, when looking for agencies who speak English and do provide services in said language, locations like the Philippines and Pakistan could be a great fit!

The country of Pakistan has millions of professionally trained individuals who not only actively contribute to completing your tasks and meeting your business goals but, who speaks fluent English with a very limited accent. In addition to this, the country is an excellent choice if you’re ultimately aiming to build a 24/7 operation!

Happy Clients and Customers!

Outsourcing your customer service ensures that your customers are put at a priority and that they receive the help they need when they need it. This will have a positive effect, and make them happier! As Shep Hyken, a Customer Service Expert, says, “There is a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’.”