A couple of years ago we never would have thought that in 2021 we’d be accustomed to most services and job roles taking place remotely. When we all left our desks in March 2020 to work from home, we thought we’d be out of the office for a maximum of three weeks. Over a year later, and many UK businesses have completely adapted to a remote model. So, while outsourcing was picking up speed before the pandemic, handing over responsibility for the functioning of part of your business to a remote, expert team is now relatively commonplace.

This is because businesses now understand that keeping everything in-house and under one roof isn’t always cost-effective, or entirely efficient. Ultimately, keeping services in-house is a resource-heavy endeavour and doesn’t always produce the best results.

What is customer service outsourcing?

Outsourcing your customer service is essentially just that – handing over responsibility for your customer service provision to a remote provider. While this might seem a jarring prospect – giving away what is essentially the most personal aspect of your business to a different entity – it can result in a better, more personalised service for your customers.

This is because to provide top quality customer support, you need full-time staff in place with the training and expertise to be able to deliver. However, for small businesses, this can be a tall order. Training customer service representatives in all areas of your business, so they can accurately and knowledgeably guide your customers to a solution, is resource-intensive.

In addition, weighing up the number of staff needed at any one time is a mathematical conundrum, and not one many businesses manage to pull off. Either they overstaff, costing valuable revenue spent on salaries, or they understaff, which means customers end up with long waiting times and harried customer service agents trying to rush them through. As a result, keeping things in-house can often have an adverse effect, leading to worse outcomes for customers who are potentially put off your business for good.

Which services can be outsourced?

The good news is customer service outsourcing is not a one-size-fits-all tick box exercise. As long as you’re working with an experienced, quality provider, businesses should be able to access a bespoke outsourcing package that suits their unique needs. As every business has entirely different requirements, any good provider will enable them to outsource the customer service provisions most relevant to them. But what aspects of your customer service can you outsource?

Contact centres

This option is ideal for businesses with too many customer calls to handle, or those who want to put calls in the hands of professionals. By outsourcing your contact centre resource, you can concentrate on more profitable pursuits, while having peace of mind that your customers’ needs are being taken care of 24/7.

Telephone answering

Struggling to answer all your calls? Unable to respond in the way you’d want to? By outsourcing call handling services, you can hand over your client communications to dedicated experts, 24/7, who have the time to provide the customer service your clients deserve.

Live chat

For when you don’t just want to answer your current customers’ queries, but you want to create new leads and increase conversions by up to 300%, outsourcing your live chat function can provide consumers with a place to talk.

Personal assistant

If there’s one thing business owners don’t have time for, it’s admin. And now they don’t have to. By outsourcing your administration to an external company, covering everything from answering phones to generating leads over live chat, you can concentrate on growing your business.

Appointment booking

An appointment booking management system can enable your clients to chat to an expert, discuss options, and book appointments there and then. No need to worry about scheduling conflicts – an appointment booking service integrates with your existing CRM systems, to help your business run smoothly.

What are the benefits of outsourcing?

It’s cost-efficient

Hiring full-time staff to answer calls, respond to live chat, and perform other administrative duties is costly and brings with it all the complications of employment. Outsourced customer support, on the other hand, is considerably cheaper, and can result in better service for your customers. Ultimately, a third-party service takes on all the responsibility of creating a team dedicated to your business. It’s no wonder then that 59% of all businesses are now outsourcing in order to reduce expenses.

Benefit from a team of experts

Providing good customer service doesn’t just require customer service advisers to understand all the ins and outs of your business, but it also requires them to have great communication skills. Answering a multitude of calls from different customers with varying issues and pointing each of them in the right direction requires both skill and knowledge. By outsourcing, you can ensure your customers are not just dealing with experts in your business, but experts in customer service.

It makes your business more accessible

Many people can’t phone a business during normal working hours because they have a full-time job themselves. This results in a huge number of customers wanting to make contact during unsociable hours and finding themselves unable to. By outsourcing to a third-party company, you can provide your customers with telephone lines that are open all day, every day, so that your customers are always catered for.

If you’re interested in finding out more about how to outsource with Cymphony’s range of services, contact us at enquiries@cymphony.co.uk

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