Can You Outsource Customer Service And Still Have An In House Feel?

As a business grows and its communications needs become more complicated, it can outsource its customer service to ensure it can interface with its clients in a professional, timely, and effective manner. It may seem risky to allow another firm to manage a company’s communications, but with the right communications partner, it will actually add a great deal of stability and functionality to a company’s operations. In fact, a communications partner can perform tasks that a business hadn’t even considered, and can gain value they didn’t realize was available.

Why should a company outsource its customer service?

Even a business that has been around for years will experience periods of accelerated growth, and with that growth comes a high call volume and the need for more responsive communications. The traditional response to these challenges is to bring in additional in-house personnel to manage the load. However, this quickly becomes extremely inefficient, as every in-house agent will experience a great deal of downtime, and will have to be trained and managed by additional personnel. It is possible that a company’s growth actually costs it money if it responds by hiring several in-house agents at once.

A communications firm offers an alternative to this inefficient way of shoring up the company’s client interfacing. A firm has established procedures for training and allocating agents, so a business can immediately enjoy the benefits of having a trained, professional staff fielding calls. And if a business chooses to outsource its customer service, it won’t have to worry about surges in call volume, as a communications firm can provide support 24/7/365.

Answering a phone is just one part of the process, as companies that need to set appointments or process orders regularly will experience even more inefficiency if they use in-house agents to do the job. A communications firm can take orders, sending them to the company’s own order tracking software on the backend, or creating a custom backend for the company to better handle its orders. A firm can also process payments, including credit cards, and pull up ordering data on a client to analyze purchasing decisions.

It’s worth noting that these functions can be integrated into a company’s website as well, in addition to responsive communication technologies like online chat. If a business chooses to outsource its customer service, they can transform how their site addresses visitors as well, giving the business an additional platform to reach out to people.

In all, a communications firm can provide all of the functionality of in-house personnel, and also improve a company’s operations on the backend. This ensures the maximum possible return on investment and allows a business to take full advantage of any growth.


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