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Outsourcing Customer Service: How It Works and The Great Benefits

Outsourcing customer service has grown increasingly popular because of the numerous advantages such as cost savings. In this practice, a company allows a third party to handle its customer service calls. A good number of companies find this practice to be both cost-effective and convenient versus hiring employees to do the job on site. Some of the popular call center outsourcing destinations include India and the Philippines.

Features of Outsourced Customer Service

Typically, customer service or call service centers feature rows of cubicles and are equipped with computers and telephones. These call centers usually operate 24/7 and typically operate shift duties. The customer service providers make outbound and inbound calls from their cubicles.

The calls that customer service outsourcing representatives receive from the clients or customers of the outsourced company is known as inbound phone calls. On the other hand, the calls made to the company’s clients or customers (outgoing calls) on behalf of the company are known as outbound phone calls. When you opt for customer service outsourcing, you will be provided with a telephone number for your customer communications. The outsourcing providers will take customer calls on behalf of the company on the contact numbers provided. The outsourcing customer service providers provide valuable information about the client’s company to its customers and help resolve any problem that the clients/customers may have. They make and receive calls with the company’s name and ultimately represent the company.


Customer Satisfaction and Sustained Loyalty

The reason for making outbound calls on behalf of a company may include following up on previous service issues. Customer service has become one of the most important business functions that help keep a company in a competitive mode in the present day’s marketplace. It is important to contact customers to find out how they view the company’s products and/or services, and whether or not they are satisfied with such products and/or services. It is a great way to help keep up customer loyalty.

Increased Sales

Also, outsourcing customer service offers businesses some marketing benefits. For instance, companies hire call center outsourcing services for marketing purposes, to contact customers and let them know about new products and special offers, which ultimately helps to boost sales significantly.

24/7 Customer Service

Another great benefit that comes with outsourcing customer service is that businesses are able to provide round-the-clock customer service throughout the week and year. So, as customers are able to call at their own convenience and get help even during off-business hours and odd hours, they are most likely to increase their patronage, become loyal customers and even refer others to the business. And, the company also achieves extra benefits such as avoiding overtime costs as well as extra-training costs that would have come with hiring customer service employees in-house.

Finally, there are additional services from multimedia call centers such as ecommerce activities (e.g. order taking and resolving customer queries) and email/website support.

Indeed, there are tons of benefits that come with outsourcing customer service.

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.

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  3. Outsourcing Call Center Services: Is It Beneficial for an Organization?
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