Many companies view outsourcing purely as a way to reduce costs.
But, while outsourcing can undoubtedly help companies to save money, there’s so much more available. Things such as improving performance, gaining capabilities not available internally, adding to capacity already available, and creating an exceptional buying experience.
Here are some examples.
Customers often want an instant response around the clock. And this is becoming ever more critical in the current on-demand economy. Consumers can now get a taxi in an instant order something online and have it arrive in a matter of hours, so they expect the same level of responsiveness from customer care teams across all sectors and time zones. An outsourcing partner probably has the necessary pieces to extend your core day time support.
This is particularly beneficial for companies with customers across various time zones.
Outsourcing also helps create a seamless customer buying experience when a company is trying something new, such as a high-street retailer moving into e-commerce. Rather than stressing their existing resources, which are set up to support the current retail model, or adding resource for a pilot period, they might outsource support for the e-commerce element and ensure this functions in the right way for the new business.
This ensures that existing business areas continue to function without disruption and dedicates experience and resources to deliver a specialist service, making the new e-commerce buying experience as positive as possible.
As an organisation grows and evolves, its customer service will very often need to respond accordingly. This could mean, for example, needing to cover additional languages. Rather than hiring language speakers internally, along with the headaches of holiday and sickness cover, outsourcing to a specialist provider will give the business the necessary language provision, and to the degree it is required.
So, for example, if the company receives low call volumes from German customers each week, but also require English as the main support option, working with an outsourcing partner that provides multilingual support allows you to utilise German-speaking agents when needed, rather than hiring a full or part time employee to spend the majority of their time not handling German calls!
Outsourcing gives companies access to flexibility and resources to provide a consistent level and speed of service, even when contact volumes rise or fall.
This means that customers won’t sit in long queues during busy periods, and also that the company pays only for the right resources even during quieter times.
Outsourcing is not only a great way to reduce costs, but it also enables companies to optimise the customer buying experience and provide fast, responsive, and effective support to help set the company apart in a crowded marketplace.
To find out more about the benefits of outsourcing and how it can enhance your customers’ buying experience, please get in touch.