“The price of growth is change” is a phrase you might be familiar with. This adage, often repeated by a former boss of mine, holds a significant truth. As your organization expands, it inevitably brings about substantial changes, particularly in how you support your customers. The last thing you want is for your customer base to grow while your customer experience and satisfaction deteriorate. 

Many companies facing this challenge ask a common question: Should we consider outsourcing our customer service? Your initial response to this question likely hinges on your previous experiences with outsourcing. In this article, we’ll dispel some common misconceptions and guide you through the key considerations to help you make the best decision for your organization. 

Understanding Customer Service Outsourcing 

Customer service outsourcing involves delegating some or all aspects of your customer service operations to a third-party provider. A Business Process Outsourcer (BPO) contact center consists of outsourced agents trained to understand your products, services, policies, and brand voice, managing customer inquiries on your behalf. 

The Benefits of Outsourcing Customer Service 

If you’re initially hesitant about outsourcing, it might be due to outdated perceptions. The surge of international outsourcing in the mid-1990s brought numerous growing pains. However, advancements in technology and processes have mitigated many of these issues. 

Today, many growing companies opt for BPOs to handle customer service. Here are some benefits: 

• Flexibility: BPOs can scale up during busy periods or offer after-hours support. 
• Specialized Expertise: Outsourcing provides access to expert customer support at an affordable rate. 
• Agility: It allows your company to scale quickly and focus on other critical areas. 
  

Choosing the Right Customer Support Outsourcing Service 

Selecting the right BPO is crucial to maximizing benefits and minimizing limitations. Here are four essential questions to consider: 

1. Remote or Physical Call Center? 
   Remote work offers many benefits, including access to a wider talent pool, operational redundancy, and improved employee satisfaction. However, physical call centers can foster camaraderie and connections, which are harder to achieve remotely. If you choose remote agents, ensure you build strong connections between outsourced and internal teams. 
2. International or Domestic Outsourcing? 
   Outsourcing internationally is often more cost-effective and provides access to a vast talent pool across different time zones. However, domestic outsourcing offers cultural familiarity and may be viewed more favorably by your customer base. A hybrid model combining both can also be effective, leveraging the strengths of each approach.

3. Optimal Outsourcing Location? 
   When outsourcing internationally, consider countries known for their strong customer service sectors, such as the Philippines, India, Mexico, and Bulgaria. Key factors include language proficiency, literacy rates, technological infrastructure, political stability, and cost.

4. Dedicated or Shared Agents?
   Dedicated agents focus solely on your business, offering deeper familiarity with your products and better integration into your team. Shared agents, who handle multiple clients, may be less costly but might not provide the same level of personalized service. Use shared agents for simpler tasks and dedicated agents for more complex support needs.

Outsourcing vs. In-House Support 

While outsourcing offers many advantages, it’s not always the best choice. Consider keeping your support team in-house if: 

• Volume is Low: Direct customer interaction might be more beneficial at this stage. 
• Core Business Function: If support is central to your business, like in contract bookkeeping, careful consideration is required. 
• Regulated Industries: Certain sectors, such as medical cannabis, have specific certification or location requirements. 
• Government Grants: Legislative changes, like those in New York State, might affect your ability to outsource overseas if you rely on state aid.
   

Conclusion 

Customer service is pivotal to your business’s growth. Outsourcing can seem daunting, akin to entrusting someone else with your child. Therefore, thorough research and informed decisions are critical. 

Outsourcing is a proven strategy to scale customer service efficiently and support your growing business. If you’re struggling to manage your support queue or maintain high customer satisfaction, partnering with a reputable BPO might be the solution to unlocking your company’s future growth. 

For businesses seeking reliable outsourcing partners, Outsource Asia provides a platform to connect with trusted service providers. Visit their website at www.outsourceasia.org to explore outsourcing opportunities tailored to your requirements. Make informed decisions, harness the benefits of Offshore Outsourcing, and propel your business to new heights.