Each time that you look through the line items in your corporate budget there is only cost which stands high above the rest. It’s the cost of running your customer service department. And while you may not like the idea of paying so much, the truth is that customers aren’t likely to keep buying your product if you don’t provide a level of customer service.
The next organic thought for a business owner or CEO is to simply outsource the department and see an immediate reduction in costs.
And while it’s true that you can expect to see a cost reduction, there are many other aspects to consider, such as the ones below.
You Won’t Receive the Same Quality of Staff
Internal customer service centers are known for their high quality of staff. And while this isn’t always required to perform the role, it is beneficial when dealing with social nuances and irate customers who require a little more attention and care than a script on the screen can provide.
While the quality of staff you will receive through an outsourcing model will be adequate to do the job you need, that is all they will be able to do. All of the additional tasks that you relied on them to complete will no longer be done. Instead, you will receive only an agent who can perform the task and follow any scripts or prompts.
Outsourcing companies are able to do this through detailed research and interview techniques to enable … Read More