Customer Service: Outsource or Keep It In-House?

Customer Service: Outsource or Keep It In-House

Businesses of all sizes are constantly working on ways to differentiate themselves from their competitors. One way you can stand out in your industry is by providing your customers with a high level of customer service. Although providing top-notch customer service is important, it doesn’t mean that it has to be done in-house. Outsourcing customer service is one sure way to have your customers receive the service they deserve.

Benefits of Outstanding Customer Service:

Yes, providing excellent customer service can help you differentiate yourself from the other businesses in your industry. However, there are more benefits to providing excellent customer service.

  • Increased customer loyalty: 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand.
  • Can charge more for your services: Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
  • Word of mouth marketing: News of bad customer service reaches more than twice as many ears as praise for a good service experience.

Cost In Running Contact Center:

Providing a high level of service might already be on your radar, and you may be doing everything possible to deliver it, but as your business continues to grow this might become increasingly difficult for you and your staff to maintain alone. Running an in-house contact center can take up more time and money than one might initially think. How familiar are you with the technology, software, equipment, etc. involved in running one? If not very knowledgeable in this area, do you have time in your day to dedicate to learning it?

Although technology is vital, it is just one piece of the puzzle. There are a lot of other costs involved in running call center. Besides considering the cost and expertise needed to buy equipment, you also have to think about the cost of hiring and training additional staff to handle your increased call volume. The entire process of employing new staff adds up quickly. This goes way beyond the employees’ salaries and benefits; you also have to consider the cost of recruiting and training those employees.

Unfortunately, the expenses don’t stop there. Depending on the number of new employees you need to hire on to give your customers the service they deserve, it may require additional real estate, which could mean expanding your current location or finding a larger space. Either way, your monthly expenses are going to increase. However, that is not al! You still have to take into account less menial items like your electric bill, supply budget, cost of office furniture and much more.

Advantages of a Contact Center:

24/7 Coverage- People still prefer a live voice to automated prompts or a voicemail, and it can be quite frustrating and dissatisfying when you don’t get a live answer. By partnering with a contact center you help eliminate the chances of your customers going to your competition. A contact center can extend your availability to include nights, weekends, and holidays and will ensure your callers always receive a professional and friendly answer no matter when they call.

Bilingual Support- Another advantage of partnering with a call center is their ability to handle calls in both English and Spanish. When considering your business’s growth, you will want to ensure that you are able to communicate effectively with all customers. At AnswerNow, we understand the need for professional, Spanish customer service. More than 60% of our staff speaks both fluent English and Spanish and are tested on their proficiency before they are able to take Spanish calls. (See: The Benefits of Bilingual Call Centers)

Knowledgeable Staff- Lastly, we are experts in customer service and our staff is trained to handle each call according to your specific instructions. Our customer service agents will ensure your calls get answered quickly and professionally so you never miss an opportunity to connect with your callers. When you work with AnswerNow, you are also assigned a dedicated account manager who will work closely with you on your account to ensure that your customers are taken care of to the best of our ability and that your all your information is always up-to-date.

At AnswerNow, we can help you create a custom solution that is sure to meet all of your customer service needs. Contact us today to learn more about our contact center solutions.