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Customer Service Outsourcing Companies: Is it Okay to Outsource Customer Service?

The best way to ensure your customers and clients are completely satisfied is to step up to the 21st century customer service that is completely innovative. Top customer service outsourcing companies are leveraging such innovative customer care systems to keep their clients’ customers consistently satisfied. The pioneering, 21st century customer care systems can range from traditional phone call to real-time chat, voicing, email management, website queries or orders, fax, interactive voice response(IVR) menus, call routing, mobile SMS, automated call backs, multimedia queuing, and more. The best part is that the top customer care outsourcing providers usually provide 24/7 service, so that your clients are attended to even at odd hours.

That’s not all, you are also provided with choices of operations when you hire top-notch customer service providers. For instance, some customer service centers have all agents working under one roof, while others recruit work-from-home agents who log in remotely. You can also choose on-shore call center outsourcing or the off-shore version. You can choose between small or big high-performing centers (in terms of size), and will find agents who work with in-house servers, or the ones working with land lines. On the other hand, others may rely on voice over internet protocol (VoIP) as well as cloud-based applications. Obviously, the choices are versatile and extensive.

Today’s successful customer service outsourcing providers are poised to ‘right the wrongs’ of the past. The agents have been trained on how to communicate effectively with the clients’ customers and know how to personalize every single call in such way that customers will have no doubt they are speaking with the company, and that there is high priority in ensuring their issues are resolved.

Conduct a Risk-Benefit Analysis

While the 21st century customer service outsourcing companies are doing great job in satisfying their clients’ customers, you should not hurry into outsourcing your customer care. First, you need to carry out a risk-benefit analysis to determine if outsourcing will best suit your customer service need. So, evaluate the culture and service needs of your company, including your current staff skills in regards to customer service as well as available resources. After proper cost-benefit analysis, you can decide on relinquishing control to a skilled third party who will handle your customer care.

Examine Your Customers’ Experience Thoroughly

Examining your customers’ experience is another essential consideration as you seek to outsource your customer service. For instance, are your customers getting personal touch and attention from your in-house customer care team? For small businesses, personal touch has always been seen as their hallmark, but this is not so with a lot of small businesses. Except you sit back as the CEO or owner to take a hard and long look at the type of experience your customers are getting, you may conclude all is going well. Sometimes, tons of your customers must have migrated to your competitor long before you realize what is happening. This type of massive departure is usually linked to unsatisfactory customer care service. The truth is, a good number of smaller enterprises do not have specially trained staff that are dedicated to just customer service. These enterprises will usually appoint just any less-busy employee to attend to a customer’s complaint, whether or not the person has the required skill.

So, the best route for most businesses is to resort to customer service outsourcing companies.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.

2 Responses to “Customer Service Outsourcing Companies: Is it Okay to Outsource Customer Service?”

  1. Maria says:

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