How to achieve greater success as a business
You can do several things as a business to help achieve greater success. Things like staffing an excellent management team, concentrating on customer needs, focusing on employee retention and coming up with new ideas can aid the growth of your company.
However, you can also stunt the growth of your company. Things like losing customers, not having access to the latest technology and overworking your internal staff can hurt the business.
This is where outsourcing comes in.
It can be dangerous to rely solely on internal staff to keep customers happy unless you have a huge business with many agents available 24/7. Even so, it could be more costly to hire enough agents internally to handle customer demands than to outsource simply. Inevitably, if you don’t have enough agents, though, your internal staff will end up overworked, and you will most likely lose some customers because of a lack of availability.
What is the result of not having enough agents available?
Your overworked internal staff will be less satisfied with their job. This can lead to a more significant turnover rate. Also, overworked staff members will feel less productive and more irritable (from the stress). An agent who handles stress/irritability will have less patience when working with customers. When a frustrated customer calls in, this can lead to greater stress on the agent and the potential for an exasperated problem if the agent loses their cool.
Customers also want and expect quick answers and solutions.
They want to reach out to a business when it’s convenient for them. If you don’t have enough agents, you won’t offer 24/7 support. There will also be longer wait times as customers try desperately to reach out to someone for assistance.
When the internal staff is overworked, there will be less focus on customer communication. These staff members will have other priorities they need to accomplish as well. As a result, some calls and emails may get missed. Calls may also be hurried along, resulting in potential miscommunication.
Outsourcing your customer solutions can solve these problems.
The right company can also offer the latest technology, allowing you to stay more competitive with your customer service offerings.
If you’d like to know more about how an outsourcing partner could assist you and what technology is available, please reach out to us at (877) 922-8877. We’d love to help your business grow!