Why You Need to Outsource Customer Care to Meet Your Customers’ Expectations?
by Kumud Dixit Seo ExpertAlmost every established business operation today needs to have a trustworthy customer care department to succeed. The importance of customer care has risen sharply due to an increase in competition between companies. Anyone running a business knows that if he doesn’t have a good platform to administer customer services, his customers will look elsewhere. The pressing need to deploy customer services has created a lot of pressure on entrepreneurs. A great way to offload this pressure is by utilizing customer service outsourcing.
Outsource Customer Care…But Do It Intelligently
A decision
to outsource customer care may seem
simple on the surface but it is actually a lot trickier. There are many things
that you need to consider, but more importantly you need to analyze everything
intelligently. Below is some food for your thought:
1. The big question of operational cost – Running a
business is all about maximizing profit. It can be done either by increasing
revenue or cutting cost. Outsourcing your customer care to an offshore company
located in a developing country allows you to reduce your operational
expenditure. For example a company located in the US can profit greatly by outsourcing
to a country like India where it needs to pay only a fraction of money as
compared to in the US.
2. Capital investment requirements – Running a customer care
operation in-house requires you to make massive capital investments. You need
to spend a lot of money on real-estate as well as infrastructure. And, we all
know how expensive real-estate is in developed countries. Also, purchasing
software like CRM for a non-core process is not something that most board
members are too keen on.
3. Experience and expertise – Practice makes perfect, which is why;
there is no replacement for experienced professionals. Before running an
in-house call center department, you need to ask yourself if you are capable
and have time to find experienced employees. Or are you fine with running an
operation with inexperienced professionals. Always remember that running an
operation with inexperienced employees may not bear the fruits early. You might
have to wait a long time to get the desired results. Also, you would have to
spend a lot of time and resources on training your newly-hired greenhorns.
4. Vision and work culture – Your vision for your customer is the most
important thing. It is your vision on which your marketing strategies are based
upon. So, unless your outsourced customer service provider understands your
vision clearly, it won’t be able to deal with your customers in the way you
want. Therefore, it is vital for you to check how your customer service partner
operates. Also, analyze its work culture and past ventures. Mostly, experienced
vendors with diverse portfolios are more flexible and hence, can adapt to any
work culture. You don’t want to be left in a lurch by associating with someone
who is completely alien to your work culture. For example, a US company
associating with a call center company in China with accent barriers, political
animosity and absolutely no past experience in handling US process may not
succeed. This will create day-to-day problems and may require you to intervene
regularly, which completely offsets the whole purpose of outsourcing customer
care.
Conclusion
Managing the
pressure that comes from dealing with customers is difficult. Therefore,
outsourcing customer care has become a good option for entrepreneurs. However,
just like any business venture, such a decision needs to be analyzed
scrupulously. It is best to consider the various factors (like cost and
experience) that dictate the quality of a customer care operation. Only when
you are completely satisfied with your new vendor’s credentials, you should get
into a contract.
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Created on Jul 1st 2019 09:45. Viewed 424 times.