Author: XACT

Are you on the fence about outsourcing?

You may be hoping to try and keep your customer service needs in-house. Maybe you like the idea of serving your customers’ needs through your full-time staff. Or, maybe you’re concerned about the expense of outsourcing. You’re possibly wondering if an outsourcing partner would even serve your customers well enough.

However, you might be feeling overwhelmed handling customer calls in-house. Your staff might be overworked. Maybe other things are getting missed or maybe it’s the customer inquiries that are backing up.

Here’s the problem. When staff gets overworked, they’re less likely to get core projects completed. Your turnover rates can increase too since customers will be more likely to go somewhere else (especially in this economy).

People want to work somewhere they feel appreciated, where they can thrive and where they don’t leave work overly stressed out. The other issue with this is that customers will be left unsatisfied if they can’t get a hold of someone or get answers quickly. Your customer base can drop and word of mouth can spread.

Outsourcing can actually help your bottom line. When you find the ideal outsourcing partner, they can represent you well. They can custom tailor their solutions to fit your needs. They’ll be available for your customers whenever it’s needed. They can provide assistance 24/7. They even offer multiple solutions so that customers can reach out via different channels such as email and text to get answers.

Customers end up happier when you have a great outsourcing partner. This is because they get the help they need in a timely fashion. This also affects your internal employees. Your staff doesn’t end up overworked from answering all of those customer calls. This means you may improve customer and employee retention by outsourcing. On top of this, you may even bring in new customers because your current ones are satisfied.

There’s no reason to be concerned about the cost of outsourcing because overall, it can actually have a positive impact on your bottom line. We’d love to discuss outsourcing solutions with you further. At XACT, we offer a multitude of options to ensure that we’re representing your brand the way you want and keeping your customers satisfied. We even offer a secure on-site center for companies that need HIPAA and PCR-compliant contact center environments. Please reach out to us today to learn more about what we can do for you.

Want to partner with an outsourcing company you can trust? At XACT, we offer a secure on-site center.

When it comes to customer questions, no response is not an option. If you don’t have the time or don’t know the answer, you should at least respond to let them know you’ve received their request and are working on an answer.

We love this concept! In life and in business, the outcome of our efforts is so often dependent on what we do TOGETHER.

Do your employees know what your company stands for — its mission, why it’s in business, and how it’s different from competing companies? Only 41 percent of U.S. workers say they do. Surprised? Shocked?

That alarming statistic is from Gallup research. While most business leaders can clearly describe their company or organization’s mission, most employees can’t. Another surprising statistic: Only four in 10 U.S. employees strongly believe that the mission of their company makes them feel their position is important.

That’s a real problem. Research shows a clear link between how well employees understand their company’s mission and purpose and embrace it and how well it performs. According to Gallup, just a 10 percent improvement in a workforce’s connection with their company’s mission or purpose would likely result in an 8.1 percent decrease in employee turnover and a 4.4 percent increase in profitability. If your company or organization doesn’t have a formal mission, it needs one. If it has one, everyone should understand what it is and how their work or job ties into and is important to this purpose.

In conducting a meta-analysis of nearly 50,000 business units across just under 200 organizations representing 49 different industries in nearly three dozen countries, Gallup scientists discovered that as employees move beyond the basics of employee engagement and view their contributions to their organizations more broadly, a lot of positive and powerful things start to happen. Employees are more likely to be loyal to their employers, work harder and more creatively and take ownership in what they do, connecting with customers/clients to the benefit of the organization. All that great stuff happens because of a sense of purpose.

What is your business all about? How do you want customers to perceive your company? Put yourself in the shoes of your customers and really think about the things that you want them to see in your business. Spend some time crafting a strong mission statement for your company and refer to it frequently to make sure you’re staying true to your vision.

Once you have a strong and well-defined company mission, you want your customer service to reinforce that brand. Great customer service can do two important things for any company. It can strengthen your company’s mission and position your company for growth and success. If you don’t yet have the internal ability to deliver the very best customer service experience to your customers, consider outsourcing that critical function to a company that can deliver the high level of customer support your customers deserve.