Don’t underestimate the complexity and importance of customer service

Don't underestimate the complexity and importance of customer service.
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Businesses are eager to outsource their customer service function – early. It is seen as an expensive nuisance that gets in the way of real work. Often, customer service is run by lower-paid teams that are siloed away in some operational backroom.

Customer service can, of course, be done offshore. And in fact, most CX is done offshore. The outsourcing industry is synonymous with customer service (CX) – often, bad customer service. Because of this, people assume that it is easy. It is anything but easy. And it is anything but unimportant.

Customer service really is the coal face of your business. It is the point at which your organization connects with your customers. As such, this point of contact may be your business’s most critical touchpoint. It’s an important relationship that must be reflected in the process and the staff.

Don’t underestimate the complexity and importance of customer service.

Those staff are literally the voice, face, and personality of your business.

Customer service used to be limited to managing a few inbound calls. Now, it is both inbound and outbound and spreads across phone, email, texting, and numerous social media platforms, including posts, pages, forums, hashtags, DMs, and tweets.

Equally, managing a customer’s journey is getting increasingly complex. Customer service can involve technical support, payment support, refunds, referrals, escalations, and disputes. The customer service processes can reach right across every department within a company.

Seems simple…

Customer service is straightforward in concept but far from simple in execution.

Smaller businesses might see bigger companies outsource their customer service, so they seek to emulate this. In fact, customer service is often the first function that is used to test the viability of outsourcing. However, it can often result in poor outcomes, unhappy customers, and frustrated clients.

Many other roles are simpler to outsource. Start with the easier, less mission-critical functions first. Start with the lower-hanging fruit, and get your organization used to outsourcing before you embark on the more complex tasks.

It is easier to start with back-office functions first. Even complex or professionalized back office functions (accounting, digital marketing, research, HR, recruitment, etc.). There is at least a buffer between the new team and the customer.

The question for your business

Is your customer service a core function, or a sideline gig?

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Philippines United Kingdom Australia United States
Software Developer
$7,221
$39,913
$62,653
$81,994
HR Manager
$9,506
$46,669
$66,518
$78,007
Team Leader
$7,152
$31,174
$45,428
$75,823
Accountant
$5,959
$58,479
$67,190
$72,923
Copy Writer
$4,767
$52,088
$56,600
$62,653
Customer Service
$3,337
$22,137
$29,717
$35,275
Virtual Assistance
$2,285
$39,066
$42,240
$31,797
Select a role to view salaries
Philippines $7,221
United Kingdom $39,913
Australia $62,653
United States $81,994

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,300+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.