Regardless of what you offer in the market or which industry you belong in, your customers are your most prized assets. Without them, you cannot generate sales. And without sales, you will not have room for growth and development.
You need to foster and retain a good relationship with your valued customers. And what better way to achieve that than enriching your customer service?
Customer service, however, isn’t a job that can be handled by just one person. You need an efficient team to handle this part of your business.
Outsourcing a customer service team has proven to be an effective move for businesses to boost their customer interactions.
Quick overview of customer service
Customer service refers to the one-on-one support you provide to your customers. This can happen before or after they make a transaction with your business.
Traditionally, consumers can reach out to brands for customer service via phone calls. Given today’s tech innovations and the availability of the internet, it can be performed via other forms of communication channels.
Among the channels used for customer support are email, live chat, social media, text message, and other communication apps.
The kind of customer service you provide to your patrons is what sets you apart from your competitors in the market. Gartner’s 2018 report revealed that 81% of companies are competing based on customer experience. That’s how much bearing customer service has on business growth, and it’s just as important as product features and pricing.
And this is why a lot of organizations have been sourcing out their customer service functions. Outsourcing a customer service team ensures that they can offer quality services to their customers.
What is involved in outsourcing customer service?
Outsourcing is not a new concept to businesses, especially when it comes to customer service. For decades, global companies have been farming out their customer service functions to outsourcing providers all over the world.
StrategyR’s 2020 research revealed that the global call center outsourcing industry is expected to reach over USD 496 billion come 2027. This goes to show how outsourcing a customer service team will remain the leading service in the BPO sector.
When you outsource a customer service team, you have the option to contract out some parts or your entire customer service process. Outsourcing providers will also be in charge of building your customer service team composed of skilled, well-trained, and experienced agents.
Customer service outsourcing providers like Peak Support have dedicated account managers for every team. This way, you are guaranteed that outsourced agents are monitored and performing efficiently.
They are also equipped with world-class facilities and technology that enable them to deliver customer service up to global standards.
3 pointers in outsourcing your customer service team
Follow these three tips to help you and your outsourced customer service team meet your goals:
Customer service specialization
Choose a customer service provider that suits your specific needs. Make sure that your BPO partner has a clear understanding of the industry you represent, your goals, and the kind of customers you cater to.
Key performance indicators (KPIs)
Set your key performance indicators so you can measure the effectiveness of your outsourced customer service team. This way, you can also determine which parts of the team’s performance will need to be improved or changed.
Legal and security risks
It is always best to have your legal team go through your outsourcing contract before signing any documents. If needed, you may limit access to your customer’s sensitive information, such as bank details or health records.
Do not forget to go over your internal security before allowing your outsourced partner to go through your customer records.
Work with top-notch customer service teams through Peak Support!
Partner with one of the leading customer service providers in the outsourcing sector! Peak Support offers customer service solutions that are tailored to your requirements.
If you require other services like graphic design, marketing, or back-office support, Peak Support can also provide you with a vast array of services.
Learn more about Peak Support customer service outsourcing here!