Shep Hyken's Customer Service Blog

Guest Blog: 6 Signs You Are Ready to Outsource Customer Service

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative but it must be something your customers trust and have confidence in. – Shep Hyken

Managing a business can be quite demanding, especially when that business is growing at a rate faster than you can keep up with. When the demands of customer service become too much for your staff to handle, it may be time to consider outsourcing your customer service needs. Here are 6 signs your company may benefit from customer service outsourcing.

1. You’d Like to Save Money
When you’re in need of extra customer service help, it’s likely your first thought is to hire more customer service representatives. Hiring new permanent employees will only cost you more money in the long run, and why pay more when you can save yourself some money? Outsourcing your customer service needs is much less expensive than hiring new employees.

2. You Need to Lessen the Workload
If you don’t already have a customer service department, your customer service needs are probably being managed by employees whose responsibilities have nothing to do with customer service. Outsourcing allows employees to focus on their primary tasks, which helps save you time and money in the long run.

3. You’d Benefit from Flexibility
For most businesses, customer service needs tend to fluctuate from day to day and season to season. Outsourcing your customer service prevents you from hiring full time employees that you’ll then have to pay even during the slow season.

4. You’re Looking for Customer Service Experts
If your current customer service needs are being handled by regular employees in your office, they’re probably not experts in the field of customer service. When you outsource your customer service needs, you can rest assured the people answering phone calls for your company are experts in their field, well-versed in your company, and fully capable to helping with any customer service situation that may arise. And good customer service is everything.

5. You Want Top of the Line Equipment
Good equipment costs money, and if you’re looking for the best, expect to invest a lot of money. Companies specializing in customer service outsourcing have access to not only the best equipment, but also the most top-of-the-line technology, so you can be sure your customers are being well taken care of and having the best experience possible.

6. You Need 24/7 Coverage
The money and resources necessary to keep your office open and employees working every day around the clock add up quickly. Customer service outsourcing centers are already handling other client needs, which means the cost to have your customer service needs managed by one 24/7 is significantly less. Why pay more for your own call center when you can hire professionals for so much less?

Start Outsourcing Today
Are you ready to outsource your customer service needs? Spread the word and share this post on social media.

Bryan Peterson is a Community Outreach Specialist at ROI Call Center Solutions. Bryan’s focus includes writing about technology, business management and anything that interests him. Bryan is committed to helping individuals discover new ideas and expand their horizons.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article: Ten Customer Service And Customer Experience Trends For 2017

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