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 them to not only identify the right skills they need but match them with a candidate who can provide the best quality work for the least amount of money. In addition, these companies have also modernized their incentive and recognition programs to include benefits like vouchers to the Groupon Coupons page for Nordstrom or weekends away at a company time-share property.
No Direct Oversight
If there is a problem with your call center then you can easily catch an elevator and address the problem. If a marketing campaign has hit problems and your customer service team are dealing with the hit, it is easy for your advertising team to walk down and sit with the staff members to get to the root of the problem.
With an outsourced call model, however, this level of oversight isn’t present. In fact, as a CEO or business owner, you have very little knowledge of how your actual department is run. Largely because it is no longer your department. You are simply paying for a service to be provided without paying for the privilege of knowing how.
Deciding on whether or not to outsource any part of your business is a serious task, and one made especially more difficult when you consider your customer service department. Whichever you choose, it’s important that you see more than just dollars reducing. After all, a reduction in the quality of customer service you provide can cause a reduction in the number of products you sell and your overall profit margin.