Understand why outsourcing customer service can be a good option for your company

As we’ve already discussed on this blog, outsourcing customer service won’t solve sales or support problems if there isn’t a significant cultural change at the hiring company. As Marina Vaz, CEO of Scooto, often says: “It’s no use changing the nomenclature and calling it customer service, support expert, customer success and keeping the trainee salary or not changing the working conditions.”

Once you understand this, you can reap the first results of adopting a good external customer service.

1 – Cost

It is well known that the cost of maintaining staff and infrastructure in a service department is high. In addition, managing operations requires time and specialized skills.

By outsourcing customer service, your company will no longer have to spend, for example, on maintaining physical space, acquiring appropriate technology, recruiting and selecting customer service agents, among other costs.

2- Focus on results

When you adopt the outsourced model, you can be sure (or you should be) that your company will have a team that is specialized and trained in the latest in customer success. After all, in theory, your company will be served by professionals who have a good understanding of the customer service journey. In other words, your company will have access to a professional team with no red tape.

3- Flexibility

The truth is that when you hire an external service team, you can make decisions more quickly. Including or excluding service chairs, changing approaches and measuring results are generally quicker actions when this model is adopted. There is also agility in identifying real service needs, using the most appropriate tools and including 24-hour service when the need is identified.

If, in addition to these benefits, you want to guarantee the humanization of your business’s service and have results up to 40% higher than the traditional market, book a conversation with Scooto right now.