Customer service is a crucial part of your business. Without effective customer service, it could fail. This is because people are less likely to be repeat customers when they’re dissatisfied with the service they receive. Without repeat customers, you will constantly have to try and find new ones.
At the end of the day, a great customer service department is good for your business and bank account. But when should you outsource customer service? Is it worth the investment? In this blog, we’ll discuss some of the factors to consider.
What can you handle?
First, think about what your business is currently able to handle. If your employees are already loaded with work and your company is growing faster than you’re able to keep up with, then it’s a great time to consider outsourcing your customer service. This is because stressed employees will most likely not represent your company well.
Plus, if employees become too stressed they may become dissatisfied with their job. This can lead to rapid turnover, which isn’t good for your business. Hiring an outsourcing company will allow you to rely on employees who are fully trained and experienced in customer service – this is what they do. They’re experts in the field and able to handle your customers with the ultimate care.
What is your rate of growth?
Second, consider the growth of your business. If you’re expanding rapidly and your employees are overwhelmed, you probably don’t have the manpower to keep up with all of the customer concerns. Eventually, things will fall through the cracks, leaving your customers unhappy.
You may consider hiring new employees to handle your customer service department. While this is a valid option, if you’re looking for a way to conserve funds, it may be time to consider outsourcing as well. It can be expensive to go through the hiring process. Plus, once someone is onboarded, not only do they typically need training, but they also need supplies, including larger expenses like a desk and computer. You’ll have to pay for all of that plus their salary and benefits. It can quickly become an expensive endeavor. If you want to save money, consider outsourcing customer service.
What do your customers expect?
Another sign that it could be time for your company to outsource is if you need to be available 24/7. Many companies have certain times of the year when they make more sales. Having someone on call at any time of the day or night ensures your customers receive the care they need, exactly when they need it.
If your business falls into any of these categories, it may mean it’s time to outsource your customer service department. Thankfully, we have plenty of offerings available to you. We’ll make sure that your customers receive the best care so they want to keep coming back. Contact us to learn more about what we have to offer.