Alongside enhancing customer experience and saving time and resources, one of the key reasons companies decide to outsource customer service is to reduce costs.
Outsourcing to a specialist customer service provider will almost certainly save you money when compared to running your team in-house. Rather than recruiting, training, and managing everything through an internal centre, a support partner gives immediate access to experienced management and a team of well-trained professionals and supporting resources.
But it’s not just about immediate, short-term savings – reducing costs successfully and significantly, doesn’t happen overnight. There’s a longer process that will, ultimately, increase efficiency and provide greater savings.
As an increasingly strong and trusting relationship is built with your partner, more opportunities emerge. As they get to know your business, your customers, and your goals, they will develop and recommend processes that boost agent utilization.
For example, SYKES has worked alongside one of our clients for over 20 years, providing customer service support in different ways in response to their changing needs.
Over time, the programme has achieved a significantly greater level of efficiency and cost-effectiveness. To explain, their organisation expanded and looked to outsource different areas of their business. So SYKES has created one umbrella for all their service needs. This has allowed us to train existing agents to handle new calls, resulting in a full end-to-end support service where a customer can be dealt with by the agent they reach, rather than being passed around the organisation. So, even if they come through on the wrong line, or choose the wrong IVR option, help is immediately available.
Not only does efficiency grow but effectiveness improves, too, making it easier for customers to get the help they need and for your own team to improve and report on services.
As the relationship develops you get to know more about your partner’s services and resources, which increase the options available to boost efficiencies across different areas of your business. This is vital in times of rapid change. As we’ve seen in recently, it’s important to have confidence in your partners ability to provide work-at-home, self-serve and automation solutions, ensuring support continues when in-centre operations shutdown.
So, when looking for a potential customer service partner, make sure you consider how they will benefit your company and help reduce costs in the long run, as well as the short term.
To find out more about outsourcing your customer service, or to discuss how you can build a lasting relationship that will benefit your business in both the short and long term, please get in touch.