By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's game without being a drain on in-house resources.
This is especially true when it comes to customer support. Your company isn't growing if it's not gaining new customers, even if you're offering what you believe to be a great product or service. As your company expands, however, you will still need to deliver exceptional service to prevent customers from defecting to competitors.
The field of customer support is highly specialized, so scaling up can be a mammoth task for any business. However, engaging an outsourcing partner can help you achieve process efficiencies and curtail costs while delivering world-class customer service.
Every business leader knows that onboarding new team members or training existing staff to take on new roles or workloads is costly and time-consuming. According to research, the average US company spends $4,000 and 24 days hiring a new employee.
Instead of pouring funds into upsizing and training in-house customer staff in a specialty area that is not the core function of your business, your can direct resources to what you do best. By outsourcing customer support to a team of experts, you can offer world-class service and create the memorable, personalized experiences customers desire.
Achieving customer service excellence requires businesses to stay on top of technological advances, such as artificial intelligence (AI). Soon, you could find the cost of keeping pace with emerging technology in-house takes a sizable chunk of your budget that is better spent elsewhere.
It is far more efficient to use a third party that can combine AI with the human touch across a variety of customer support platforms and can seamlessly scale that up as the customer base grows. By choosing an outsourcing partner that stays abreast of technology developments, you can benefit from the latest technologies without investing in them yourself. For example, your partner can use advanced technology to gather data on how customers are getting in touch and then tailor a service delivery approach to align with customers' channel preferences.
Thanks to the rise of digital communications, people from all over the world can interact with or choose to do business with your company. Even if you primarily serve a local or regional audience, people are choosing to connect with companies through digital devices anytime, anywhere.
According to Statista, more than half of customers (58%) contact customer support in a given month, but in-house workers are, understandably, reluctant to work outside of business hours in their country. Outsourcing customer service empowers you to connect with a growing base of customers 24/7.
Customers feel heard and valued when they can engage with well-trained and empathetic customer service representatives. That's why offering on-demand customer service helps you foster stronger customer relationships and increased loyalty.
No matter the size or focus of your business, outsourcing customer service to the right provider will give you peace of mind. Given that 96% of consumers say customer service plays a key role in their choice of and loyalty to a brand, you cannot afford to take on the risk of trying to upscale support in-house. Customer service solution providers concentrate on empowering their representatives with training and technology to keep current with the latest trends. This means you can scale up quickly and reach more customers by engaging with a trusted outsourcing partner.
To find out more about outsourcing to a team skilled in using various customer channels to drive brand loyalty for your business, click here.