- Customer support outsourcing is an important possibility for every company to consider.
- No company can thrive without taking care of its customers.
- Building an in-house team is expensive in multiple ways.
- Outsourcing has had major disadvantages in the past.
- Boomsourcing’s technology mitigates those disadvantages and provides better quality than most in-house teams.
When considering how best to provide support for your customers, one thing is certain. You can’t handle it alone, not if your customer base is growing. You could start building an in-house customer care team, but there’s the question of costs. That’s one reason it’s worth looking into customer support outsourcing.
One Way or Another, You Need Customer Support
It can be tempting not to provide complete customer care. It’s expensive, after all!
Can you get away with a Q&A page and an email address for customer concerns?
Well, no, you cannot. Not by themselves, at least.
According to Forbes, recent research by NewVoiceMedia shows the value of customer service. Their report says that “poor customer service is costing businesses more than $75 billion a year.” It also explains the specific reasons why:
1. Customers do not feel appreciated.
2. Customers are not able to speak to a person who can provide them the answers they are looking for.
3. Customers experience rude and unhelpful employees.
4. Customers are being passed around to multiple people.
5. Customers are put on hold for unreasonable lengths of time.
https://www.forbes.com/sites/shephyken/2018/05/17/businesses-lose-75-billion-due-to-poor-customer-service/#37be0b5016f9
So, what are the consequences of not addressing these concerns? “When the surveyed customers experienced poor service, 39 percent said they would never use the offending company again.”
Ouch.
Clearly, customer support needs to be a high priority.
The In-House Costs
It’s one thing to call customer support your mission. It’s quite another to actually pay for it.
In a perfect world, we’d all be able to find and hire the best people for any job right out of our hometown.
Unfortunately, the economics of the modern world are far from perfect.
Hiring local talent to build an in-house team can be prohibitively expensive for many companies.
The latest trends driven by both protests and corporate initiative suggest that labor costs will keep increasing.
Saving With Customer Support Outsourcing
It’s no secret that outsourcing is an effective way to beat high labor costs.
That’s because it’s much easier for specialist outsourcing firms to enjoy economies of scale.
Also, the client firm doesn’t have to pay for infrastructure.
The local labor costs for offshore agents are often a mere fraction of the onshore cost.
In many cases, firms that use customer support outsourcing can save 50% of what they would spend on an in-house team.
The trick is to find the right company with the right staff.
Weighing the Disadvantages
Outsourcing often gets a bad reputation. This is especially true in the case of offshoring.
The main reason for that, historically, is the problem of spoken accents. Even in places where agents speak native English this can be an issue.
Unfamiliar accents are hard for anybody to understand. In a customer support context, it can’t help but result in lower quality service.
It’s not anyone’s fault, of course. It’s just human nature.
So the question is how to beat it?
Boomsourcing Customer Support Outsourcing Solutions
Technological advances are just amazing, sometimes.
What’s especially great is when someone comes up with a simple solution to a complex human problem.
At Boomsourcing, we’re proud to say that we’ve done just that.
Our Perfect Pitch and Ready Response technologies make the problem of unfamiliar accents a relic of a bygone era.
What that means is that we provide powerful customer support outsourcing that actually improves the quality of our clients’ operations.
That’s because we integrate pre-recorded audio into live conversations. We also guide the way agents can respond naturally to any customer issue.
So, first, we make it possible to hire offshore agents at a fraction of your in-house cost. Then, not only that, but the calls they make are accent-free and perfectly consistent and compliant.
Even your best local talent can’t beat all of that.
So, contact us today to start providing top-notch customer support to every customer!
