Article

David Clark
David Clark 2 June 2020

Advantages of Customer Support Outsourcing

Outsourcing customer support is a means of providing quality services to customers in a bid to lower costs and increase efficiency. Companies that are experiencing rapid growth and an expanding customer base are usually attracted by it. As they grow bigger, the volume of customer support requests they handle increases, hence outsourcing becomes a better option for handling customer support services.

There are many advantages that businesses can get from outsourcing customer support. Below I have discussed the top five advantages. 

Lower Cost of Operations 

The cost of hiring employees, paying for their training, and of course their salaries can take a toll on your company, especially if you are small. Apart from all these costs, you cannot ignore the infrastructure cost involved in setting up an in-house customer support department. The computers, software, internet connection, electricity bills, furniture, refreshments etc. are just a few added costs of an in-house team. 

Availability of Tools & Technology 

A company that handles contact centre services has various software like Dialer, CRM and sales software as well as quality auditing tools. They are experienced in their tools and your customers can benefit from it. The alternative would be you buying all these software licenses and then training your employees to use it. It’s certainly more expensive and time consuming. 

Scalability is Easy 

If tomorrow your business grows and you need more people to handle calls or supports, having outsourced this service, you face no challenges. Your outsourcing partner takes the burden of hiring and training new employees as well as handling volume changes with ease as they have years of experience with the same. 

Available 24/7/365 

By outsourcing your customer support service, you can ensure that your customers are handled 24/7/365 without any interruption. Such an availability is difficulty to expect from an in-house team. Outsourcing companies can offer you this flexibility as they support other clients and have employees available in all shifts. They may have locations in other countries and clients around the globe. So they have the infrastructure and resources to staff a 24/7 support operation cost effectively.  

Expert Knowledge of Multiple Domains 

Outsourcing companies have employees that can handle a wide variety of processes. There are also companies that have years of knowledge with multiple industries as well and know the ins and outs of those sectors. Partnering with such a company can give your business the benefit of their expertise and experience to reach next level. 

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
How to Review a Website — A Guide for Beginners

How to Review a Website — A Guide for Beginners

A company website is crucial for any business's digital marketing strategy. To keep up with the changing trends and customer buying behaviors, it's important to review and make necessary changes regularly...

Digital Doughnut Contributor
Digital Doughnut Contributor 25 March 2024
Read more
The Impact of New Technology on Marketing

The Impact of New Technology on Marketing

Technology has impacted every part of our lives. From household chores to business disciplines and etiquette, there's a gadget or app for it. Marketing has changed dramatically over the years, but what is the...

Alex Lysak
Alex Lysak 3 April 2024
Read more
The World Is Shrinking: 6 Degrees of Separation Is Now 2!

The World Is Shrinking: 6 Degrees of Separation Is Now 2!

Six degrees of separation is not just a party game, it's a reality. Everyone is the world is interconnected, and thanks to social media, that connectedness gets tighter and richer each day. See the research...

Scott Christley
Scott Christley 9 August 2017
Read more
10 Factors that Influence Customer Buying Behaviour Online

10 Factors that Influence Customer Buying Behaviour Online

Now is an era where customers take the center stags influencing business strategies across industries. No business can afford to overlook factors that could either break the customer experience or even pose a risk of...

Edward Roesch
Edward Roesch 4 June 2018
Read more
What Marketing Content Do Different Age Groups like to Consume?

What Marketing Content Do Different Age Groups like to Consume?

Today marketers have a wide choice of different content types to create; from video to blogs, from memes to whitepapers. But which types of content are most suitable for different age groups?

Lisa Curry
Lisa Curry 21 October 2016
Read more