Is it time for your organization to outsource customer service? Although contact centers are an essential part of doing business, running an effective and efficient facility isn’t easy. Most companies aren’t service specialists either, which means maintaining a facility and finetuning the processes can be draining and draw focus away from what the organization does best. Below, we’ll explore some of the most common signals that it’s time to outsource customer service, so it’s easier to identify if it’s the right time to apply the strategy to your business.
You should outsource customer service if you’re not meeting goals or don’t have goals.
Everything from average time in the queue through handle times and abandon rates come together to provide insights on how your facility is performing. If you don’t measure the things that matter or you aren’t meeting industry benchmarks, it’s wise to have a consult with a knowledgeable service provider. Experienced customer service outsourcing companies not only know which metrics matter, but can build service level agreements into your contract, providing a layer of assurance.
Explore it if your absenteeism and turnover rates are too high.
It probably goes without saying, but happy and experienced employees provide better service. However, it’s estimated that call centers average a 30-45 percent turnover rate. It’s arguably the biggest issue contact centers struggle with, and it’s an expensive one, too.
Part of the challenge is that reps face different challenges than the rest of the staff. The work is repetitive, and people don’t often get recognition or advancement opportunities. Given the nature of the business, it’s challenging for organizations to create systems that address all the common concerns, especially if running a contact center is not the company’s area of expertise. Customer service outsourcing companies have proven methodology already in place that keeps employees engaged, cultivates a sense of belonging, and rewards team members for a job well done. This ensures absenteeism and turnover rates stay as low as possible, so customers have the best experience possible.
It may be better if you need improved tech.
From automation and AI through data and analytics, tech can boost the performance of a call center and reduce costs. The challenge—it’s not always easy to know which solutions are right for your organization, and purchasing the equipment and software can be costly. However, customer service outsourcing companies work with all sorts of tech so that they can identify and implement the best fit for any given situation. Moreover, the cost of the tech is typically split between multiple organizations tapped into their services, so no singular company shoulders the burden.
It’s a boon if you want to expand into new channels.
While it may be true that your customers prioritize phone service, the way customers want to contact you is changing. For example, if you aren’t providing e-mail support, your Gen Z customers may be left unsatisfied. Moving into alternate channels presents numerous challenges, though, like identifying which ones you need, sourcing the tech, and getting the right people in place. If you’re only providing phone service or realize your customers want to connect with you through other channels you don’t currently support, outsourcing is a boon.
Look into it if your customers speak multiple languages, but your reps don’t.
Many people erroneously believe that they need to serve a particular market or have a global audience for bilingual reps to be a benefit. This isn’t true at all. In fact, 22 percent of the U.S. does not speak English at home, which means at least one-quarter of your reps should be bilingual to meet their needs.
You should outsource customer service if you can’t easily adjust to varying call volumes.
Volume fluctuates based on all sorts of factors. For example, something as simple as a change in the weather can skyrocket call volume. You’ve no doubt noticed changes in volume during sales or promotions or seasonal fluxes as well. If you staff for a high-volume day and have reduced calls, you’re losing money. If you staff for a low-volume day and have lots of calls, you risk losing customers. Thankfully, when you split a workforce or use high-tech forecasting tools, you’ll always have the right number of people on staff.
It’s worthwhile if an unexpected event could cause major service issues.
Even a minor blip in continuity can cause customers to lose faith in your business, but there’s potential trouble at every turn. Inclement weather, security breaches, natural disasters, pandemics, and man-made issues take unprepared organizations offline every day. When you partner with the right outsourcing firm, they’ll tackle your business continuity planning and testing for you so that you can operate with greater confidence.
You may need it if you’re spending too much.
The amount you stand to save by outsourcing will vary based on the efficiencies you already have in place and how much work you’ve already done to cut costs. However, if you think you’re spending too much or you’re curious about what your costs could be, it’s worth talking over your situation with an outsourcing pro.
You can benefit if your profit isn’t what it should be.
Research presented by Forbes indicates that 84 percent of companies that focus on customer experience improvements see revenue increases, and those who lead in customer experience outperform their peers by 80 percent. It’s no wonder, considering everything from customer happiness through loyalty is tied to the experience you provide to your customers.
Contact GroupBDO today!