Delivering outstanding customer service should never be an afterthought. Rather, winning brands must think of it as a priority to deliver consistently great service before, during, and after the sale.
Excellent customer service pays off. 71% of consumers have made purchases depending on the level of customer care they have received, according to Salesforce’s State of the Connected Consumer survey. And 91% said they are more likely to make another purchase in the future after having a good customer service experience.
Poor customer service, whereas, is a definite way to lose clients and hurt your bottom line. More than three-quarters of American consumers, according to a Netomi survey, have discontinued doing business with at least one company due to subpar customer service. Furthermore, according to statistics referenced in a Salesforce article, subpar customer service costs businesses $62 billion annually. Outsourcing customer service to a United States-based call center can prove to be greatly rewarding for the growth of your business.
Growing customer service expectations require brands to adapt in order to meet (and exceed) them.
Customers have high standards for the services they receive. Their standards have also increased during the past year. According to the same Salesforce survey that was mentioned previously, 58% of consumers believe that the crises of the previous year have caused them to have higher expectations for customer service.
Brands are under pressure to consistently provide excellent customer service. But it takes a lot of time, money, and effort to consistently deliver excellent customer service at scale.
These days, an increasing number of companies choose to outsource their customer support operations in order to more effectively scale and improve this crucial service.
Continue reading to discover more about customer service outsourcing to a United States-based call center and some of the main reasons that customer-focused organizations are adopting this strategy.
Definition of Customer Service Outsourcing
Let’s take a step back and study what customer service outsourcing is in general before talking about the various advantages of doing so.
Customer service outsourcing, as the name suggests, is the practice of assigning customer support tasks to an outside service provider, such as a call center or business process outsourcing (BPO) firm.
The customer service requirements of a brand can be met by representatives from these third parties through a range of channels, including phone, email, live chat, reviews, and Q&A, to mention a few.
Eight reasons for customer service outsourcing:
An increasing number of companies are outsourcing these crucial tasks instead of managing customer support in-house. And with good cause. Customer service outsourcing to a United States-based call center, when done correctly, is a terrific method to give excellent service at scale while freeing up internal resources to concentrate on other crucial tasks and projects.
Here are eight of the several justifications for why successful organizations choose to outsource customer support.
Customer service outsourcing may appear to be just another expense at first. However, the truth is that it actually costs a lot less than hiring and training a full-time team for customer care.
Customer support has an average voluntary turnover rate of 17 percent, not including involuntary terminations and retirements, according to Mercer data. Additionally, a Gallup article states that it can cost anywhere between half and double the employee’s compensation to replace one worker.
Hiring and training new customer support representatives is expensive, especially given the high turnover rate. One wonderful approach to keep these expenditures to a minimum is to outsource customer service.
The capacity to focus on your brand’s strongest suit
It’s tempting to try to handle everything inside. But in practice, doing fewer things well is preferable to doing many things poorly.
By outsourcing customer service to a United States-based call center, you give your teams more time to focus on the tasks that they excel at, such as developing top-notch goods and effectively targeting the correct market.
Access to customer service experts
In order to constantly provide excellent service, contact centers and Top BPO services providers in USA use best practices and tried-and-true processes and procedures. Numerous of these businesses are also active participants in SOCAP International, a member-driven organization with a mission to advance customer involvement and care. SOCAP offers resources, events, tools, and networking opportunities that help these organizations meet customers’ ever-evolving expectations.
Additionally, the call center and BPO agents are experts in their fields. They always have the resources and continual training necessary to address issues and satisfy clients.
You can benefit from this knowledge when you outsource customer support because you won’t need to hire and train teams yourself.
More Time Coverage
Today’s consumers anticipate being able to contact brands at any time and receiving the assistance they require. And often times, needs frequently arise outside of the typical business hours of 9:00 to 5:00.
If your company is global, it’s crucial to offer a wider window of time during which clients can access assistance (ideally, around-the-clock). However, doing customer support in-house is expensive and impractical. It is far simpler to increase the number of hours your business offers customer support if you outsource customer service. Customers can then receive the assistance they require wherever they are and whenever they require it.
According to a CSA Research report, 75% of customers are more inclined to make another purchase from a company if the customer service is provided in their native tongue. Delivering service in your clients’ native tongues is obviously vital, especially if your company has a global presence.
However, providing multilingual customer support is not always simple, especially if you handle customer service internally. Hiring internal customer support representatives that are fluent in every language your clients speak is prohibitively expensive (and, to be honest, almost impossible)!
However, a lot of call centers and Top BPO service providers in USA provide multilingual customer support, ensuring that your clients receive the assistance they require regardless of language. In addition, some third parties use Translation Studio from 1440, which gives them the ability to translate inside of Salesforce so they can communicate with clients in more than 100 different languages.
Reduced customer wait times
Long wait times are one of the customers’ greatest annoyances when requesting customer support. Nearly 60% of customers feel that lengthy holds and wait periods are the most annoying part of a customer care encounter, according to a Zendesk survey.
Many things, such as an employee calling sick, can result in lengthier wait times if customer support is handled internally. Long wait times can lead to bad customer service, which increases the likelihood that you will permanently lose clients. Over half of customers will break off a relationship with a company due to subpar customer service, according to a Microsoft study.
These elements are unimportant if you outsource customer service, though. Additionally, your clients can immediately access the assistance they require.
- Having access to modern technology
Delivering excellent customer service consistently demands the correct tools and technology. However, these tools are expensive.
The best contact centers and BPO firms employ cutting-edge technology to provide excellent service that is always consistent with the brand. Reputation Studio, for instance, helps BPOs and call centers retain a brand’s voice while connecting with its consumers via reviews and Q&As across various tools by offering response templates, keyword tagging, and approval processes.
By partnering with a BPO or a renowned United States-based call center, your customers will gain benefits from the latest technology without your brand having to invest in it.
Improved Customer Experience
The largest benefit of all—better customer service—is a result of all the advantages discussed in this blog. Happy consumers benefit from excellent customer service. Additionally, these contented consumers are more likely to remain loyal to your company and spread the word about their positive encounters.
Utilize outsourcing to expand customer service
Providing outstanding customer service consistently has never been more crucial. A single error might cost you a client.
Your company may give exceptional service at scale by outsourcing customer service. And by doing this, you’ll be in a good position to attract additional onboard clients.