Why Outsourcing Customer Service is the Smartest Move You Can Make Today
Outsourcing your Customer Service has a lot of benefits including lower cost, the ability to focus on your core competencies and have around the clock customer service. Missed calls and appointments are missed opportunities, and outsourcing customer service can fill those gaps! At Customer Traac, we make it our duty to focus on providing the most well-rounded customer service you can find, and it’s something that some in-house customer service departments just can’t do. A team that has the resources to go above and beyond the norm can be one of the best moves you can make for your company.
Outsourcing Can Cut Labor Costs
You can often hire a team, for contract and a flat rate, which can pale in comparison to labor expenses of having an in-house customer service team. When you consider all the expenses beyond salary that come with each customer service agent, you can see how much it actually costs beyond their hourly or annual salaries. You have to consider taxes and providing insurance for those employees. When they take vacations that’s a lost expense in terms of time and work output. Bonuses and other incentives can rack up with a large team. Not to mention the extra office space needed, desks, computer maintenance, and office supplies. It all adds up, and on top of all that, it can be difficult to allocate time and money to recruit, train, and retain employees. Outsourcing your customer service team can mean more control of overhead and your company budget.
Outsourcing Boosts Customer Retention
Customer retention efforts that an in-house customer service team doesn’t have time for, or cannot prioritize, can be more of a focus if you outsource your customer service. They have the people and time to make outbound calls, as well as accepting all the inbound calls. This eliminates dropped calls, wait times, and increases outreach. Good customer service on its own can lead to customer retention. Adding outbound marketing efforts, fast response time, and a team dedicated to your customers in your specific niche.
Focus on your Business
Outsourcing your customer service means you can worry less about that department in-house. Owners or managers can focus fully on running the business, making sales, or whatever their role entails. There can also be less distraction from phone calls and customer service chatter, which can help create a more calm environment for everyone needing to focus on work.
Higher Security and Fraud Prevention
Customer Service companies have incredible measures in place to prevent fraud and keep yours and your customers’ information safe. Highly secure phones and programs will have you rest assured that your information is secure and your customers are well taken care of.
24/7 Multi-channel Support
Something your customer service team can’t offer in-house is round-the-clock support. The restrictions of business hours can reflect negatively on your customer service by increasing wait times on hold, and dropped calls. 24/7 Support allows your business to take advantage of those otherwise unscheduled times. An outsourced team can also have more resources and staff to manage multi-channel support across phones, emails, and social media all at once. Fast turn around time on multiple channels is key to customer satisfaction, and following up on leads. You’ll be shocked at how much more outreach you will have!
Seasonal Spikes in Call Volume
Certain times of the year have a spike in call volume, and require more coverage on phones and emails. An outsourced team makes these times much easier because there’s no need to have employees work overtime, or hire more people for coverage for that time with temps or temporary outsourcing. Teams like Customer Traac will be able to prioritize those spikes in volume before they happen with simple shifts in staff and you don’t need to worry about finding that extra coverage.
Increase Efficiency and Improve Competitive Position
All of the benefits of outsourcing your customer service will lead to an increase in efficiency in your company, and improve your competitive position. Introducing more service specials and opportunities for the service team to upsell, can show upwards of 20% increase in service repair calls. No missed calls, means no missed opportunities.
The positive correlation Customer Traac has seen in dealerships we work with is astounding. We absolutely recommend outsourcing your customer service department, and we want to work with you in every step of the way. Let us ease the transition, and capitalize on the opportunities you are missing out on without an outsourced team. Call us anytime at 763.553.2989.