One of the most common things outsourced by companies is customer service via telephone. According to the Bureau of Labor Statistics, over 500,000 people work in call centers in the US alone. There are even more call center employees working overseas.
Some companies, however, may still be apprehensive about outsourcing this aspect of customer service. They fear giving up this direct link to their customers. However, there are many benefits that make doing so a good idea. For one, it can make your own workplace far more efficient. Below are some of the ways how.
1. Less Resources Will Have to Be Spent on Training
According to Forbes, companies spend close to $14 billion a year on training their employees. This is nothing to scoff at. For many companies, this can be a significant expense and a drain on tight profit margins.
However, when you outsource to a call center, all expenses related to training are incurred by that third party company. You won’t need to train your own staff on how to properly answer the phone, address customers and solve their problems. Instead, you can use the resources that are saved for tasks and projects more directly related to your core products or services.
2. Performing Telephone Customer Service in House Can Be Expensive
Beyond training expenses, creating and maintaining your own call center can get exorbitantly expensive. Most people expect customer service over the phone to use toll free numbers. However, these are only toll free for the caller. The company that is called will have to pay a lot in phone bills.
You will also need to invest in a lot of equipment, design a customized phone answering system, keep your phones staffed during many hours of the day and properly manage and supervise those call center employees. All of this can certainly be a significant drain on a company’s finances.
3. It Refocuses Your Staff on What Matters
While customer service is an important aspect of any successful business, it also isn’t the core business component of most companies. If you make computers, for example, your main product is technology. While people that purchase your products may need assistance over the phone, that help doesn’t necessarily need to be provided by staff directly on your payroll.
Outsourcing to a call center allows a company to help customers while the company’s own staff continues developing new products. In the case of the computer company, this will obviously be new technology products. The focus can be put squarely on those new products. The company’s staff can also work in tandem with the call center to make sure valuable customer feedback reaches the development team.