Customer service: when to outsource?
We’ve already talked here about how good customer service is a determining factor in the success of a business, since it’s a form of direct contact (sometimes the first contact after a sale or contract) and thus carries the responsibility of projecting the brand’s image to those who buy or hire.
If your company offers an effective, problem-solving, humanized, empathetic and easy-to-use customer service or support, the consumer’s perception will be positive, even if there are “problems” when using a product. However, if they are not well received, they can easily forget any differentials your brand offers and look for similar competitors who can solve their problems, as well as becoming potential detractors of your business. That’s why it’s so important to invest in and take care of this service.
But it’s not so simple to set up and manage a specialized customer service department within a company. The cost of equipment, recruiting employees, training and data security tools can be very high and, even so, ineffective. And, of course, continuing to spend excessively and not generating a positive return can cause major damage not only to the company’s finances, but also to its reputation.
It is in this context that small, large and medium-sized companies are looking for alternatives to help with this management. So we’ve come up with 3 main characteristics that will help you identify that it’s time to outsource your support operation:
- Demand for efficiency and productivity
Outsourcing this service means putting it in the hands of a specialist company, which can optimize service time and increase the level of effectiveness, since it has teams qualified in consumer relations and trained according to the demands and culture of the brand they represent, generating autonomy to solve all or part of your customers’ problems.
- Need to reduce costs
Having one company responsible for your company’s support means having a single cost and contract. Expenses for employees, tools, software and other needs to set up a support operation will be exclusive to the outsourcer. This way, the company can direct its investments towards internal sectors that cannot be outsourced and that work directly on the quality of the service or product they offer.
- Interest in offering different service channels
Offering more than one contact channel has a direct impact on the speed with which problems are resolved, as it avoids congestion at call centers. A company that specializes in customer relations is able to provide quality service through various means, which brings even more positive results to the customer experience.
If you identify any of these needs in your company, it’s time to put this service in the hands of specialists and ensure that your customers receive quality service.
If you believe that your company is at this point, schedule a conversation with our team and we can help you.