With the business process outsourcing (BPO) industry flourishing, the possibilities are endless. The kinds of services they can provide businesses with grow in number. Digital marketing, search engine optimization, virtual assistance – almost any need that small to medium enterprises may be having trouble with or need help with, they can attend to for manageable rates.
Outsourcing is definitely a blessing for these smaller companies. A particular favorite among companies when it comes to outsourcing is customer service.
Customer service is a vital aspect in keeping customers happy and, more importantly, making sure they come back. With such an important role, business owners may be worried about leaving this area to an outsourcing company.
Will it affect quality? How will I keep watch over these employees? It’s only understandable for you to be concerned and to want to make sure that you’re handing this crucial business aspect in good hands.
To help you calm your fears, here are some reasons that you shouldn’t be afraid of outsourcing your customer service needs.
Quality Isn’t Sacrificed Despite the Lower Rates
In fact, it’s more likely to be improved. Trained agents are specially assigned to handle queries and comments. You can be sure that customers are answered efficiently. not to mention in a “customer-friendly” way that’s warm and inviting. This makes your customers feel valued, a must if you want them to keep coming back.
Is that still not enough to mitigate your fear of quality getting sacrificed? Know that a study by consulting agency KPMG actually found that among 490 contracts (notably worth £10 billion), the main reason for the outsourcing was that they were after the quality of the work done, not because of the lower cost.
Proper Monitoring Remains
Most companies prefer in-house staff primarily because they want to be able to keep an eye on things at all times. This is also the reason that companies are wary of leaving customer service to outsourcing. This is despite it being the better choice cost-wise. They feel that they’ll lose control of things.
It is true that compared to physical staff, these outsourced agents leave you with less control. Keep in mind, however, that there are technological advances available to us today. We are able to keep up with your customer service agents as easily as with an in-house team. There are a lot of chat and project management tools available online to help business owners/managers watch over progress real time.
Language Isn’t Really an Issue
There is another thing that holds companies back from going with outsourcing for their customer service needs. They are concerned with the agents’ accents and overall grasp of the English language. This might make it difficult for the agent and customer to communicate.
To avert this, most go-to outsourcing hotspots like the Philippines are full of agents that can speak English with moderate accents at the least and can understand US English as well as any native.
By leaving your customer service needs to an outsourcing company, you not only give yourself more time to focus on other business matters or cut cost. You also improve your company’s relationship with customers. And this, we all know, is a great way to gain their loyalty.
Companies shouldn’t shy away from customer service outsourcing. As long as you get a reliable company to provide you with these services, then you can be assured that your company and its relationship with customers are in safe hands.