When do you need customer support outsourcing services?

OABPO Blog Team Published on October 22, 2013
business-men-shaking-hands-map-background

Customer support outsourcing is becoming increasingly popular among various businesses, though it doesn’t mean that every company needs it. How do you know when you need to outsource your tech support functions or just keep it in-house? It s no easy decision, so you need to look at these factors before giving outsourcing a go:

Costs

Having an in-house customer support department can be expensive, particularly if the volume of phone inquiries or service requests you receive daily is heavy. In this case, outsourcing might be just what you need in order to cut back on expenses allotted for recruitment, training, employee management, and operating cost needed to run a call center.
On the other hand, if the volume of tickets is minimal, then you might as well keep the department in-house to save yourself from a possible financial dilemma.

Quality

Are you confident that you are giving the best support to your customers? Are your agents saying the right things, and can they successfully resolve issues?
Customer support outsourcing can be used to improve the quality of your services. Outsourced agents are extensively trained on product knowledge and communication, so you are assured that the assistance they give is never subpar. Some offshore providers even prefer hiring those with IT and technical background for agent support positions.
This, however, is best if solving the technical issues put forward by customers is as easy as instructing the callers to take a second look at their manual. If the issues are more complex and may require knowledge of your product team and in-house experts, then it makes more sense to keep your support team in-house.

Customer needs

It is best to outsource if you’re failing to adequately meet the needs of your customers.
Ask yourself the following: Can your in-house team deal with all the workload, or are they overwhelmed by the amount of tasks they shoulder? Can your team respond promptly to customer messages or do backlogs pile up despite continuous operations? Do your customers need assistance after office hours? Do they find other platforms like social media more reachable than your phone line?
These are just some of the questions you need to ask before deciding whether or not outsourcing is your practical choice. If your internal resources are insufficient and providing support consumes too much time and resources, then you know it’s time to choose an offshore provider and consider outsourcing.

Join us on facebook
Open Access BPO 14 hours ago
Logistics, technical issues, and human error can impact #CustomerExperience.

𝗧𝗶𝗺𝗲 𝘁𝗼 𝗮𝗱𝗱𝗿𝗲𝘀𝘀 𝘀𝘂𝗰𝗵 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆 𝘂𝘀𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 𝟰 𝗯𝗮𝘀𝗶𝗰 𝘀𝘁𝗲𝗽𝘀.

----------
Make a difference in your customers' lives.
We'll take the lead: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport #CustomerRetention
Open Access BPO 15 hours ago
Even if you've set your brand to constantly delight your customers, there are times when you have to say no to their requests.

Master the art of saying "no" with compassion.!

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://www.openaccessbpo.com/blog/customer-service-tip-5-tactics-saying-no-compassion/

----------
Choose an #outsourcing company that values #CustomerService and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterTips
#CustomerSatisfaction #CustomerExperience
Open Access BPO 18 hours ago
Open Access BPO's CEO Benjamin Davidowitz spearheaded the recent Easter community initiative in Poblacion, Makati City: https://www.openaccessbpo.com/blog/open-access-bpo-ceo-leads-easter-community-initiative/

This annual tradition aims to provide nutritious meals to those in need while spreading joy to children with balloon giveaways. This year marks the 7th consecutive year of the initiative, made possible with the dedication of volunteers from Open Access BPO. Together, they distributed 1,000 meals and 700 balloons to the community.

----------
Learn more about our outreach programs and employee engagement activities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#OABPOcares #CorpSocialResp
Open Access BPO 4 days ago
Of course, #CallCenter leaders want only the best talents for their teams, but the best talents are also looking for the best experiences from their prospective workplaces.

High performers would consider these factors as they choose the right #ContactCenter to work for: https://buff.ly/3TQnokB

-----------
Get only a diligent , highly-skilled team working on your brand's #CX when you outsource with us: https://buff.ly/3vXYK9z

#WeSpeakYourLanguage
#outsourcing #CallCenters
#CustomerSupport #recruitment
#EmployeeManagement
Open Access BPO 4 days ago
#CallCenter agents thrive with strong leadership. Great team leaders provide direction and motivation, which fuels agent success and exceptional #CustomerExperience.

But what holds leaders back?

Here are the pitfalls that can sabotage your leadership (and get expert tips to become an exceptional leader!) https://buff.ly/3vO1Blo.

----------
Upgrade to a better #CustomerSupport.

Contact Open Access BPO today to build your dream #CX program with our expert team and visionary leaders: https://buff.ly/3JeSHRe

#WeSpeakYourLanguage
#CallCenterLeadership #CallCenterManager
#ContactCenterLeader #CallCenterSuccess
#EmployeeEngagement #TeamLeadership
Open Access BPO 7 days ago
𝗪𝗵𝗲𝗻 𝗰𝗵𝗼𝗼𝘀𝗶𝗻𝗴 𝗮 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝘁𝗼 𝗽𝗮𝗿𝘁𝗻𝗲𝗿 𝘄𝗶𝘁𝗵, 𝗳𝗶𝗻𝗱 𝗼𝘂𝘁 𝗷𝘂𝘀𝘁 𝗵𝗼𝘄 𝗮𝗴𝗶𝗹𝗲 𝘆𝗼𝘂𝗿 𝗽𝗿𝗼𝘀𝗽𝗲𝗰𝘁𝘀 𝗮𝗿𝗲.

See how they've adapted in rapidly evolving situations, find out how they will help your brand thrive even in the most volatile of circumstances.

𝗔𝗴𝗶𝗹𝗶𝘁𝘆 𝗶𝘀 𝗮 𝗿𝗲𝘀𝘂𝗹𝘁 𝗼𝗳 𝗮 𝘀𝗲𝗿𝗶𝗲𝘀 𝗼𝗳 𝗴𝗼𝗼𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀 𝗱𝗼𝗻𝗲 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆 𝗮𝗻𝗱 𝘁𝗵𝗼𝗿𝗼𝘂𝗴𝗵𝗹𝘆.

Here are 5 things only agile #CustomerSupport firms do differently: https://buff.ly/3vHpLOC

----------
We hyper-customizes our programs for every partner, industry, and market.

Contact us today so we can start planning your program, processes, and tea: https://buff.ly/3U9wASv

#WeSpeakYourLanguage
Open Access BPO