Common outsourcing myths busted
There are a lot of misconceptions when it comes to outsourcing customer service. Many business owners hear these myths and decide to drag their feet or hold off altogether. We’d like to address some of these myths to help you better understand what outsourcing offers.
One of the myths you may have heard is that outsourced agents aren’t able to represent your brand as well as internal employees. That’s not necessarily true. In fact, many outsourcing companies train their agents to ensure they know the accounts they’re representing inside and out. They want to ensure they can act as a true extension of your business. It’s just as important to the outsourcing company for the agents to do a great job.
Another concern that employers often have is that their customers won’t get as good of service as they would from an in-house team. This couldn’t be further from the truth. The fact is businesses that provide outsourced customer service representatives are experts in the service industry. They know what makes for an excellent agent. They know what customers want from support. They have a lot of agents to pull from and many offer 24/7 support and a wide array of support options, including email, text, webchat, and phone.
Another myth some may have heard is that outsourcing is pricey. Different outsourcing companies charge varying rates. You need to investigate and find one that works with your budget. But outsourcing can be an affordable avenue. It provides your internal employees more time to do perform their key duties instead of having to handle customer service responsibilities. It allows you to hire fewer people in-house which can save you money. Think about it –– there will be fewer wages, benefits, and office supplies to cover the costs of full-time employees.
One more misconception some may have is that outsourcing presents a security issue. Many outsourcing companies make security a top priority and will work hard to protect your privacy. If you have any concerns about outsourcing your customer service offerings, please reach out to us. We’d love to talk with you about these concerns and answer any questions you may have.