Top 5 Reasons why you should consider Customer Service / Contact Centre Outsourcing
Many believe that the reason behind Customer Service and Contact/Call Centre Outsourcing are only const reduction.
However, there can be many other reasons that may lead a Business Owner or an Executive in a Customer Experience position to consider outsourcing.
In this article, I will list the top 5 reasons may drive businesses to consider Customer Service and Contact/Call centre outsourcing
Cost Reduction:
Obviously, one of the major reasons behind such as decision. If we only compare the cost of hiring a Customer Service Representative in Australia to an Outsourced Customer Service Solution. It will speak for itself.
A CSR – Customer Service Representative – in Australia would cost start from approx. $25, add to that the additional employment costs such as Superannuation, Leave Loading and Payroll tax it adds up to over $35per hour. Let alone the cost of running the contact centre operations itself such as cost of hardware, software, lease etc.
All these costs are absorbed by the Contact Centre Outsourcers and Business pay only the agreed to hourly fees + Telecommunications cost.
Follow the Sun Model:
In this model, it is highly probably that Businesses already have an existing Contact Centre or Customer Service Operations, but it works only during business hours. Extending Customer Service to out of business hours, whilst have a great positive impact on Customer Experience it introduces additional cost burden on business financials due to penalty rates.
Some businesses tend to complement their existing contact centre operation with a trusted outsourced Customer Service for after-hours/weekends support.
Talent and Access to instant expertise:
In some cases, the Business operates in special products, such as Software, High-Tech Products etc. those requires special calibre to provide Customer Support. It may be difficult for the Business to be able to acquire such skillset specially in a competitive employment market, in other cases the calibre – due to the nature of the skillset required- are very pricey to hire. In such cases, businesses decide to outsource the support channels for such products and transfer to entire process to the Customer Support outsourcer.
Risk mitigation:
What if your contact centre loses a high percent of current resource model in a short period of time. sounds unrealistic? Do you know that Contact Centre employee attrition is the greatest challenge facing most call centres? With Australian contact centres experience an average employee attrition of 40% to 50% per year.
In such cases, businesses need to come up with mitigation plans to respond to such highly likely risk. Whilst they continue to run their operations form Australia, they may choose to run parallel operations using an outsourced Customer Service solution
Multilingual:
If your business is in the Travel & Hospitality industry, requires instant interpreters or dealing with customers that speak non-English languages. In such cases, your business many need to consider outsourcing (partially o fully) outsourcing you customer service and contact/call centre operations to a BPO provider that has the multilingual capabilities in their customer support services.
Read Also:
5 key steps to Outsource your Contact Centre