Outsourcing customer service and support the right way

Why should you consider outsourcing customer service and support?

Outsourcing customer service and support helps you cut costs, cover more channels, and serve customers around the clock, all while your team stays focused on its core work.

• It can save up to 70% compared with in-house teams.
• It gives you 24/7, multi-channel support across voice, chat, email, and social.
• The Philippines offers a large, skilled, and cost-effective talent pool.

There are many benefits to outsourcing customer service and support. One of the best places to do it is the Philippines. Top global companies have sent their customer service there for years. In fact, a large share of the country’s BPO industry serves these firms.

EMAPTA, a leading Philippines outsourcing supplier, shares its insights on this topic.

Customer service is a core part of your company. Like it or not, customers are the lifeblood of your business. So keeping them happy matters a lot. Even the best products mean little without customers. Without them, a business has no profit and no reason to exist.

Reasons why to outsource customer service and support

Customer service and support

Many companies lack the time and resources for top-notch customer service and support services. Some want to focus on building great products. So customer service becomes secondary.

Other firms do not have enough staff to serve customers after a purchase. These businesses may do fine for a while. However, as their client base grows, service can slip. As a result, customers may switch to a competitor with better support.

Outsource or do it in-house?

You do not want that to happen. So offering great products should matter as much as providing the best customer service and support.

Outsource Accelerator can help you find a suitable outsourcing company for your customer service needs. A reliable BPO firm keeps your customers happy without straining your existing staff. As a result, your team can focus on its core work.

Outsourcing customer service

Here are some reasons why it is better to outsource customer service.

Cost-effectiveness

Outsourcing customer service can generate real savings. This is perhaps the biggest reason to do it. For example, you save on new hires, bonuses, benefits, and training.

Still, saving money should not be your only motive. First, focus on quality service for your clients. So hiring a proven BPO company should be the priority.

Multi-channel service

Outsourcing helps you serve customers across many channels. In-house teams often cannot cover them all.

A third-party provider gives customers access through almost every medium. For example, they can reach you by voice call, email, SMS, live chat, and social media. Many firms even add live chat support as a first line of help.

24/7 Availability

Companies that serve the global market must be available all the time. Outsourcing lets you stay open 24 hours a day, seven days a week.

For example, online stores need support across every time zone. Round-the-clock service would strain most firms. So outsourcing to an expert makes it far easier.

Versatility

Outsourcing your customer service gives you a versatile team of experts. For example, they cover data entry, helpdesk support, sales, and privacy concerns. So a reliable provider has it all covered.

In the Philippines, you can tap a huge talent pool. These workers bring diverse skills and experience. In addition, talent there is more cost-effective than in many other countries.

Advantages to outsourcing customer service and support

• Up to 70% Savings
• English Proficient
• Multi-channel Service
• After-office Hours Coverage
• CRM Experts
• 24/7 Helpdesk Services
• Fast Issue Resolution
• High Customer Satisfaction
• Turnkey Solutions
• Upselling Specialists
• Online Concierge
• Confident and Pleasing

Outsourced customer service and support jobs and roles

Inbound calls

Inbound call center reps answer customer queries, concerns, and complaints. They work 24 hours a day, seven days a week. They also handle regular tasks. For example, they help new subscribers learn a product or service.

The role exists to satisfy customer needs. So reps take calls, offer solutions, and fix problems fast. All the while, they protect your brand’s reputation.

Inbound reps are the first touchpoint between your company and customers. So this role matters a lot. It needs a highly trained and skilled agent.

Outbound calls

Outbound call center reps make outgoing calls to your customers. They also build strategies to reach prospective clients. For example, they call people to share new products, services, or promotions.

They listen to customer suggestions and objections too. So customers feel heard and understood. The role also covers billing calls, due dates, payment collection, and system updates.

Reps may also run customer satisfaction surveys. In turn, these studies help improve your service. To compare providers, review these top outbound call centers.

Helpdesk

As the name implies, this role gives instant help for common issues. If the specialist cannot solve a problem, they pass it to the next level of support.

In short, a helpdesk specialist takes calls and resolves them. Otherwise, they route the issue to the right people. Like inbound reps, they are a first point of contact. Still, they focus on product and service issues.

The job also means guiding customers to a solution. In addition, they give timely feedback when needed. Some businesses choose help desk outsourcing to scale this support fast.

Non-voice

Non-voice agents also support customers. However, their main job does not include calls. Instead, they use email, live chat, or social media to help.

Non-voice accounts offer non-personal communication. So there is no direct talk and no voice. Some customers prefer this. For example, they may want to avoid arguments or confrontation.

This support is written. So agents have time to sort their thoughts before they reply. Data entry is a common non-voice task, and many firms use data entry BPO teams for it.

Data entry

Data entry clerks prepare and sort source information for a computer. They set the priority for entry. So they review all data for errors and gaps. Then they follow a standard process to fix them.

Sometimes a clerk cannot correct a mistake. In that case, the document goes to the team leader, who is allowed to fix it. The job includes encoding customer and account data into the database. They use a keyboard or an optical scanner.

After encoding, the clerk reviews and corrects the work. If needed, they delete or re-encode data. Finally, they verify accuracy. Then the data is stored with backups.

e-concierge

The e-concierge helps customers who reach the company only through the internet. This role can be quite wide. That is because the main goal is to keep clients satisfied. The tasks vary based on what each customer needs.

For example, a customer may ask for advice on a product problem. The e-concierge then presents a few possible solutions. So they must know the best option and explain the reason behind it.

Tech support

Tech reps provide support to customers with problems. For example, they help with your website, hardware, or software.

Tech support specialists help end-users fix many issues. These include login and password concerns, app installs, website navigation, and setup checks. They also guide proper use of a product.

Solutions come across in a simple, courteous, and professional way. Channels include phone, live chat, SMS, and social media. So they follow a standard process that protects your brand. Many companies scale this through technical support outsourcing.

Account manager

The account manager builds and maintains warm client relationships. The role acts as a bridge. So it links customers, management, and other stakeholders. Account managers keep internal teams working together. As a result, client requests and problems get quick, successful resolutions.

As the lead contact, the account manager knows the current accounts well. In addition, they spot new clients and chances to grow the business.

Mainly, the account manager identifies your key accounts. Then they build a strong client-advisor bond with them.

Client relations manager

Client relations managers also build and maintain friendly ties with customers. Like account managers, they help internal teams deliver solutions.

However, there is a difference. They focus on a set portfolio of key clients. The goal is long-term relationships. The role also helps improve a client’s own business. So they give practical advice to raise income or cut costs.

They hold regular meetings with each key account. So clients stay satisfied with your service. In addition, they study the competition to find new ways to retain customers.

Research

A customer service research specialist studies your support department. Then they find simple, sensible ways to improve it. The role runs deep research on how to enhance customer satisfaction. This includes ideas to boost team productivity.

They also run satisfaction surveys. Then they analyze, interpret, and report the results to management. Besides planning, they help put these ideas into action. As a result, success continues over time.

Lead generation

This role differs from the main sales executive who converts inbound leads into sales.

Instead, the customer service lead generation specialist supports that executive. So they help with prospecting and lead creation. In turn, this meets your customer-building quotas and goals.

They also research potential clients and target prospects. Then they find ways to attract them.

Marketing and sales

A marketing and sales specialist gives top service to new clients. So they share all the information needed to open an account. They guide each customer through the process. In addition, they show how your products can help a client succeed.

These specialists also find ways to sell during slow seasons. So they research and analyze how to reach new customers. Then they build fresh approaches to engage your target market.

Marketing and sales roles are among the most essential. After all, they help drive your customer service and support programs.

Frequently asked questions about outsourcing customer service and support

How much can I save by outsourcing customer service?

Savings vary by provider and location. Still, many firms save up to 70% versus in-house teams. The Philippines is a popular choice for these savings.

What channels can outsourced teams support?

Outsourced teams cover many channels. These include voice calls, email, live chat, SMS, and social media. As a result, customers can reach you their preferred way.

Is outsourced customer service available 24/7?

Yes. Many BPO firms run around the clock. So they serve customers in every time zone, day or night.

What roles can I outsource for customer support?

You can outsource many roles. These include inbound and outbound agents, helpdesk, tech support, and data entry. You can also add account and client relations managers.

Why is the Philippines popular for customer service outsourcing?

The Philippines offers a large, English-proficient talent pool. In addition, labor costs are lower than in many countries. So companies get skilled support at a good value.

Key takeaways

• Outsourcing customer service and support cuts costs while keeping quality high.
• It gives you 24/7, multi-channel coverage across voice, chat, email, and social.
• You can outsource many roles, from inbound agents to account managers.
• The Philippines offers a skilled, English-proficient, cost-effective workforce.
• Focus on service quality first, then treat savings as a bonus.

EMAPTA is a leading outsourcing supplier, specialising in customer service as well as other verticals.