What Are The Key Benefits of Outsourcing Customer Support?
Outsourcing customer support to a call center…
One of the quickest ways for a company to improve its productivity, efficiency, and profits. Many businesses outsource their support operations to call centers so they can focus on their core business activities while the professionals handle customer support. Because of this, many companies report increased customer satisfaction and as a result, start turning better profits. If you’re on the fence on whether you should outsource to a customer contact center, read on to discover some of the key benefits of doing so:
Effectively handle high volumes of support requests
Many small-to-medium-sized businesses are unable to keep up when their customer base increases and they start to get an increased volume of support requests. This results in an increasing amount of customers that are being put on hold or worse, not being responded at all. In this way the business’s success becomes the reason for its customers’ dissatisfaction, which in the long run harms it. With a call center though, this is never an issue. A reputable call center can appoint further resources to your account when the need arises. This is their business, and they’re better at hiring additional support staff. A good call center will discuss the scalability options with you beforehand, so you know that an increased number of customers won’t affect the quality of customer service.
Impress your customers with professional support
Customer support is the first point of contact between you and your customers, which is why it’s so vital for a company’s success. Excellent customer service leaves a positive impression, and customers are more likely to say good things about you to those in their circles. This way, you get free advertisement purely through the power of word-of-mouth. Of course, this works the other way around as well – dissatisfied are more likely to actively warn other potential customers of your company. No company wants customers who feel ignored. To ensure the best quality of customer service possible, you might want to engage the services of a reputable call center. Since its a call center, it’s staffed by experienced and trained professionals whose job is to solve customer issues and keep them happy. They know how to handle disgruntled customers because of previous experience.
Free up your staff for other tasks
Smaller businesses don’t have dedicated in-house customer support teams, so they rely on subject matter experts to handle the support requests as well. This in theory is not a bad idea – experts know their stuff, so they’re able to give the best answer. In reality though, what this really does is take up precious time of your employees when they could be working on routine business tasks. What’s more, customer support is a specialized activity. It’s about handling customer complaints, issues, and queries in a manner that leaves a positive impression. Your employees might not be able to do that. When you outsource your support operations to a call center, you free up company employees to go about their designated responsibilities, while the support professionals handle your customers. This makes for a much more efficient company where people are doing what they’re best at, thereby boosting productivity and profits.
Get instant access to highly trained support specialists
Training employees in new methods and technologies is a significant expense at most companies. Vesting the responsibility of handling customer support to a call center saves businesses the time and expense associated with training employees on this aspect of operations. The call center will need a training session at the beginning, but after that, they’re responsible for training any staff members tied to your account. Since support operations have been taken care of, your company doesn’t have to spend additional time and resources on inducting new employees.
Impress your customers with 24/7 customer support
If you have a business with customers spread across the globe, it’s reasonable to assume that you’ll get support requests round the clock. If you use the services of a call center, they will be able to handle this. But if you choose to do it yourself, you will have to employ 3 separate shifts to cover all hours of the day. This of course, is cost-prohibitive and definitely takes a toll on management. Most call centers are working with clients across the globe, so they’re already working around the clock. You can utilize this to your advantage and provide your customers with true 24/7 customer support, something which leaves a very positive mark on your customers.
Easily expand your global reach
If your company has global ambitions, you have to make sure you’re ready to connect with clients no matter what time zone they’re from. Companies that choose to work with a call center can have agents active no matter the time of day. This means that customers or clients across the globe can reach out without any delays or hindrances. For most businesses, doing this without the help of a call center is quite impractical as it means having a 24-hour operation.
Conclusion
The potential benefits of using a call center will vary from business to business. Take a look at your business and figure out how much it can improve by having an effective team handle it, it might be time to look into outsourcing your support operations to a call center.
Get in touch today to book a confidential call with our co-founders Kim Lombardi and John Rodgers.
If you are considering outsourcing and find talent like Karl, start your outsourcing journey today with this e-book.
Ready to Transform Your Business?
Discover how Cybalink Solutions can help you achieve up to a 70% overhead reduction through our Philippine outsourcing solutions. Let's explore how to optimize your operations, lower costs, and increase margins.
Book a free consultation!Why You Should Consider Outsourcing Your Lead Generation
Sales organizations rely on leads to drive business.
Because of this, lead generation and appointment setting are a crucial element to meeting sales goals. However, lead generation is not done easily and remains one of the most difficult parts of the sales process. If lead generation is not done efficiently and effectively, it can become a serious obstacle in meeting sales goals. For companies that are struggling in their lead generation efforts, outsourcing the lead generation process can be a great option to consider. There are many outsourcing providers that can do lead generation for you. However, keep in mind that this is a sensitive and key aspect of your sales process, so a lot of care is required before you decide to choose a lead generation partner.
That is why it’s best to do your due diligence and collect lots of information on what you need out of a good lead generation partner. Only then will you be able to make a good decision. When you outsource the lead generation process to another company, you’re looking to leverage their experience, expertise, and infrastructure in delivering quality business leads. Outsourced lead generation is also a better option for companies that don’t have a dedicated business development division. This is why companies choose to outsource lead generation to an offshore partner rather than deal with the financial and time implications of creating a new division.
What’s great about outsourced lead generation is that if you choose the right company to partner with, the results can be profoundly beneficial. With that in mind, consider the following 7 reasons that will help your business when working with an outsourced lead generation partner.
1. Reduced Costs
Businesses with a steady stream of clients and healthy revenue can afford to have fully developed sales departments. But sales departments aren’t cheap to fund, and that can be a serious problem for many businesses. The process of acquiring a lead and actually closing that lead will often cost more than it would when outsourced to an experienced lead generation company.
2. Focused Expertise
Truly talented salespersons are hard to find. Finding prospects is one thing, but actually developing a beneficial relationship with them and closing them is something that not everyone will be good at. But this is exactly what good B2B lead generation companies specialize in.
3. You can focus on your core business.
Running a sales team can be a challenging task and can take a serious chunk of your time. Outsourcing the prospecting to a B2B lead generation partner will allow you to focus on other key areas of your business.
4. You can scale faster.
Outsourcing lead generation to a company gives you a lot of flexibility. If you’ve got your hands full with customers, you can simply ask the company to tone down the prospecting efforts. And with time as your business grows and you’re able to accommodate more customers, you can ask the lead generation company to ramp up their prospecting efforts as well.
5. Higher Quality Leads
The quality of the leads you generate matters. If your sales team is busy generating leads that are likely to go nowhere, it’s a waste of company time and resources. For this reason, you have to make sure that you only get high-quality leads that have a greater chance of turning into clients. Outsourcing companies specialize in this. They’ll know what kind of leads will be the most beneficial for your business after carefully examining the information you provide them.
6. Improved conversion rate
It should come as no surprise that a good B2B lead generation company will be specialists in their field. They’re familiar and experienced with the complete sales process which includes getting key decision makers on the phone, establishing a healthy relationship with them, and converting them into opportunities for your business.
7. Accountability
If the outsourced lead generation effort isn’t generating fruitful results, you can question the company about it. It’s their job and business to find quality leads for you. Most good B2B lead generation companies will keep you engaged and keep re-evaluating and honing their processes to improve outcomes.
Conclusion
There are many reasons why a company will benefit from outsourcing lead generation to a specialized lead generation company. You’ll save the cost and hassle of setting up a sales department and instead be focused on developing a relationship with the customers. Outsourcing lead generation also saves you time, saving you the work of chasing every lead out there. An outsourced sales partner will deliver warm appointments, which are ready to be capitalized on. Entrusting such a critical part of your business to another company might sound like a risky proposition, but when you look at the points mentioned above, it makes a lot of sense. The only thing you need to really consider is finding a good lead generation partner that delivers.
Get in touch today to book a confidential call with our co-founders Kim Lombardi and John Rodgers.
If you are considering outsourcing and find talent like Karl, start your outsourcing journey today with this e-book.
Ready to Transform Your Business?
Discover how Cybalink Solutions can help you achieve up to a 70% overhead reduction through our Philippine outsourcing solutions. Let's explore how to optimize your operations, lower costs, and increase margins.
Book a free consultation!