The benefits of customer service outsourcing

Great customer service is essential for business success. While some businesses may have concerns about outsourcing their customer service, there are actually a lot of benefits. With the right provider, your customers won’t even notice that it’s not you or your team answering the call.

What is customer service outsourcing?

Customer service outsourcing is exactly what it says on the tin: a business hires another company to handle their customer service. As more and more companies are looking for a way to streamline operations and reduce costs, outsourcing has become a fast growing sector, with solutions that are continually improving to meet business needs.

Why do companies outsource customer service?

So, why do businesses choose to outsource their customer service? There are several reasons. As we’ve already mentioned above, with rising living costs, companies are seeking ways to cut costs. Depending on business size, there are also reasons why you might want to outsource, with smaller businesses not necessarily needing a full-time receptionist, and larger ones requiring extra help during busy periods. A reason for all businesses to consider outsourcing is these companies also have the technology and systems in place that many businesses lack, so you don’t have to invest in expensive in-house infrastructure.

What are the benefits of customer service outsourcing?

Now that we’ve explored the reasons behind outsourcing, let’s take a look at some of the key benefits businesses enjoy:

Cost savings

Outsourcing customer service can help you save money. When you hire in-house, you incur costs like advertising the role, paying for holidays, equipment, and covering for sickness. An outsourcing provider handles all of that for you, saving you time and money.

24/7 support

Running a 24/7 operation can be expensive. But with an outsourced customer service provider offering round-the-clock support, you can be available to your clients at any hour, even whilst you and your team are sleeping.

Appear bigger than you are

If you’re a small business or a solo entrepreneur, you might want to project a more professional image. A virtual receptionist can help your business seem larger and more established, even if it’s just you answering calls.

Save time

We’ve all been there, constantly interrupted by phone calls, making it hard to focus on other tasks. With outsourcing, your calls are handled by someone dedicated to answering them, allowing you to concentrate on your work. Plus, your customers get undivided attention from someone who’s focused solely on their needs.

Never miss a new enquiry

It’s a tough choice: answer the phone and risk losing your train of thought, or risk missing a potential lead. With an answering service, you can rest easy knowing every call is answered, never losing out on a potential opportunity.

Improved customer experience

As a customer yourself, you know how frustrating it can be to wait on hold or be put in a queue. With outsourced customer service, calls are answered promptly by trained professionals, ensuring a positive experience for your customers and increasing their loyalty.

What to consider when hiring an answering service for outsourcing customer support

Now that you understand the benefits, you may be thinking about hiring an answering service for outsourcing customer support. Here are a few key considerations to help guide your decision:

• What are you hoping to achieve?
  Take some time to define your goals. Knowing exactly what you need will help you find a provider that aligns with your business objectives.
• Fully outsourced or just overflow calls?
  Decide whether you want the answering service to handle all of your calls or just the ones you can’t get to. Some services may offer flexible options to suit your needs.
• Do you need 24/7 support?
  Not all providers offer round-the-clock service. If 24/7 support is important to you, make sure to choose a provider that offers this feature.
• Integration with your systems?
  Some services can integrate seamlessly with your existing systems, saving you time and streamlining your processes. Consider whether this is an important factor for your business.
• Does the outsourcing partner understand your brand?
  You’ve worked hard to build your business, so make sure the answering service you choose understands and supports your brand values. They should be an extension of your team, not just a third party.

Now you have a better understanding of the benefits of outsourcing your customer service and the key things to consider when choosing an answering service. Here at Moneypenny, we offer tailored solutions for thousands of businesses, each designed to meet their unique needs.

To learn more about how Moneypenny can support your business, give us a call today on 0333 202 1005.