How To Leverage Customer Service Outsourcing To Grow Better

Starting and growing a business comes with many challenges; one of the most demanding tasks is Customer Service. Outsourcing Customer Support is the key to solving all of your problems and answering all of your questions. It allows businesses to focus on their core operations and gives a competitive edge over other companies.

SquadStack is a fully managed modern telecalling platform that aims at providing outsourcing solutions to companies across different industries. We provide informational, operational, and sales call services customized to your business needs.

Book a Demo with SquadStack and see how we can help you grow better.

What is Customer Service Outsourcing?

Customer service outsourcing entails using an external service provider or company to manage customer support and related tasks on behalf of a business. Instead of maintaining an in-house customer support department, companies outsource this function to specialized third-party organizations. Customer support outsourcing can take various forms; however, the three commonly employed types are listed below.

1. Agencies: These agencies usually have a team of agents trained to handle various customers on behalf of the outsourcing company.
2. Individual Agents: These are independent professionals, otherwise known as freelancers. Companies can hire and train them according to their organizational needs.
3. Pay-per-ticket: The outsourcing company is charged based on the number of inquiries/ tickets received in this model.

SquadStack offers a pay-per-lead model of outsourcing, which means you don’t have to pay a fixed cost.

Why Do Companies Outsource Customer Support Services?

Companies opt for customer service outsourcing for several reasons. The most significant among many is focusing on core operations and reducing operational and functional costs. Additionally, it provides access to advanced technologies and specialized functions. The functions performed by an outsourced customer service center include:

• Answering customer inquiries
• Email, chat and social media support
• Technical support
• Handling complaints
• Processing orders
• Managing customer relationships

SquadStack’s services include welcome calls, product onboarding, feedback & survey calls, upselling, cross-selling, and lead qualification.

How does SquadStack help in Lead Management?

Advantages and Disadvantages of Customer Support Outsourcing Services

The prevalent practice of outsourcing customer services provides both advantages and disadvantages. Businesses must carefully consider each benefit and limitation to create a balance between them for a positive outsourcing experience.

Now that you know the pros and cons of Customer Service Outsourcing, let us learn how to outsource it correctly. It is important to keep in mind that simply hiring a third party for your customer support needs is not enough. It requires a strategic approach.

How To Outsource Customer Service the Right Way

Follow these steps to maximize efficiency, maintain brand consistency, and enhance customer satisfaction. Check the right ways to outsource the customer services.

• Establish and communicate your goals: Clearly define your expectations, such as response times, customer satisfaction, or cost savings.

• Choose the right service provider: When looking for a customer care outsourcing service, you should seek qualities such as a proven track record of formidable customer service, quality assurance and monitoring, specialized staff and technology, omnichannel outreach, multilingual support and 24/7 service availability, time and cost efficiency. SquadStack’s Plug-and-Play is a market-tested telecalling solution that can be set up in just 5 steps. Click here to learn more.

• Training and awareness: Provide appropriate training to the staff and familiarize them with the brand values, products and services.

• Monitor, evaluate and review: Keep a check on the performance of the customer service outsourcing team and regularly track customer feedback.

• Examine the outcome: Analyze the overall impact of the partnership on your business objectives and growth. Periodically review and adjust the outsourcing arrangement for optimum utilization of the services and alignment of goals.

Read More: Inbound Call Centers: Benefits, Challenges, and Strategies

Factors to Consider While Choosing a Customer Support Outsourcing Company for Your Business

Outsourcing customer service is a difficult choice. But it may prove to be one of the best decisions for your business. After carefully assessing your business's capabilities, financial position, and the necessity of control and brand consistency. You must research potential outsourcing providers, review their track records, and seek recommendations. Below are a few factors you must consider for making an informed decision.

• Examine the outsourcing vendor’s ability to scale. SquadStack has an on-demand telecalling team and no fixed cost, allowing businesses to scale up or down according to their requirements at a reasonable price.
• The service provider must provide training sessions for agents. Every telecaller at SquadStack gets personalized training based on their performance insights.
• For a customer service provider, multichannel support is a necessity. The system-driven omnichannel outreach strategy of SquadStack is customizable to ensure effective lead management.

• Ensure it provides CRM integration. SquadStack can seamlessly integrate with standard CRMs and provides custom in-house CRM integration.

• Check if the vendor provides data analytics. With SquadStack, businesses can get a comprehensive overview of their campaigns and view weekly or monthly trends of outreach metrics. Additionally, we provide 100% call recordings of your campaigns for absolute transparency.

• Always check for positive client testimonials. With the help of our fully managed telecalling team, SquadStack helped Udaan reach 29k+ vendors for conducting surveys and collecting feedback from them.