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Service Outsourcing: Why Outsource Customer Service?


One of the most outsourced services in the present time is customer service. You may not know, but most of the company representatives you speak with to resolve issues with a product you purchased or a service you leveraged do not usually attend to you from the company where the product or service originated. And, to be fair enough, you can attest to the fact that they often do the job perfectly that you will never know they are independent service outsourcing providers.

There are a couple of reasons why companies are increasingly leveraging outsourcing to resolve their customers’ technical and other issues. Topmost in the list of these reasons include the following;

Higher Concentration

Service outsourcing providers do not have any other task to attend to outside of a specified outsource service. As a result, there’s increased attention and focus in ensuring that the customer is well attended to, and that their complaint is satisfactorily resolved.

On the contrary, the regular employees are charged with other responsibilities that divide their attention and ultimately affect the quality of care given to customers. So, by relieving the in-house employees the task of attending to customers, they are able to focus on their core duties, leaving the experts (customer service outsourcing vendors) to take better care of the company’s customers.

Better Outcome

Increased concentration and specialization will ultimately lead to improved performance and outcome. This is exactly what happens when companies outsource their customer service to a third party that specializes on attending to customers and resolving their technical and general problems.

Increased Opportunity to Attract and Retain Customers

When existing customers are satisfied with the way a company handles their complaints, they would want to remain loyal patrons. In addition, they will talk to their friends, relatives and just anyone that comes their way about the company and its unparallel customer care. So, by hiring the experts to handle a company’s customers, the ultimate outcome will be increased customer loyalty and increased customer base as more customers join in.

Lower Operational Cost

This is perhaps the number one reason for service outsourcing, and just any other type of outsourcing. When you allow external providers to handle your customer care outside of your business environment, the outsourcing provider shoulders any operational and other costs that come with the contract. This helps you to cut back on operational and overhead costs, thereby increasing your profits and savings. In fact, there’s huge savings benefit from outsourcing as a whole.

However, in order to enjoy these benefits that come with service outsourcing, you must ensure that the outsourcing provider you are interviewing is the right person for the job. Endeavor to interview as many as possible and narrow down your choice to the best in terms of quality, track record, expertise and cost-savings.

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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