The labor shortage has made an impact on customer services in just about every industry. While businesses deal with a lack of staff, customer demands are often unmet and this has led to frustration and customer churn. Can outsourcing your customer service to professionals solve the problem?
Even in times when it’s considered an employer’s market, customer service is the weak link for so many businesses. The recent crunch related to difficulty finding dedicated employees to assist customers only adds fuel to a burning fire, and it couldn’t come at a worse time – consumers demand more personalized attention than ever before.
What the labor shortage has done is stress the importance of workforce planning and investing in quality resources. For companies looking to improve relationships with customers and retain them through heightened loyalty, outsourcing to a quality contact center has been the solution.
Dialing In Your Services
Most companies have at least a handful of customer service-related tasks that can be accomplished without outside help, but for consistency’s sake, it’s wise to consider what should be outsourced. For example, if you’ve got a growing base of Spanish-speaking customers but only a couple of bi-lingual staff members, outsourcing makes more sense.
What percentage of your customer service is phone-based? It’s likely that you don’t have the volume of customer service personnel available to handle all these calls, especially during your busy seasons. By outsourcing, you gain the flexibility to get the exact number of agents you need to get through your busiest seasons and never have a customer on hold for an extended period.
Perks of Outsourcing
While you let the customer service experts do everything that involves improving customer relationships, you can focus on what you do best by using resource conservation. Instead of assigning staff to handle customer service tasks, they can focus on their best work.
When you outsource some of your more repetitive customer service tasks, you can concentrate on other objectives, giving you more flexibility to create strategies that focus on business growth and establishing new goals.
One of the best benefits of outsourcing is potentially increased earnings. Outsourcing puts your customers in the best possible hands, which means they’re getting the answers they need to solve their problems. The solutions are coming from quality communicators who convey warmth and friendliness. What this level of service does is improve loyalty, which means your customers will spend more money with you over a long period.
That’s what we offer at Protel BPO. We know the value of outsourcing because it’s something we provide our clients on a daily basis. Contact us and let’s talk about getting your customers the best possible experience.