Entrepreneur recently featured an infographic about the “skyscraping cost of bad customer service.” According to the graphic, an estimated $83 billion is lost by U.S. enterprises each year as a result of poor customer experiences. In fact, 89% of consumers who have a negative experience will leave your brand for the competition. That’s a whole lot of people. And they’ll leave quickly: 50% of consumers will give you only one week to respond before they stop doing business with you.
On the flip side, this Customer Experience Impact report says that 86% of consumers are happy to pay more for great service.
THE POINT: you need to provide fabulous customer service. But should you do it in-house? Or would you be better off outsourcing customer service?
The Decision to Outsource
Let’s face it. Becoming a full-blown contact center expert is probably not your top priority—and it shouldn’t be. Your time, talents and treasures would most likely be better spent by focusing on your core competencies than trying to develop a top-notch customer service team.
But it can be tough to relinquish control of such an important task to what may seem like a group of faceless strangers. Consider the following benefits of outsourcing customer service before you make up your mind:
- Cost savings and efficiency. Outsourcing customer service can save your company from a number of expenses, including investing in the latest contact center technologies, extensive and regular training and facility space. Pricing at contact centers, however, does vary extensively based on things such as volume, hours of operation and technical requirements. Make sure to fully consider the cost/benefit ratio before making a decision.
- Better results across the board. A good contact center partner is solely focused on one primary objective: wowing your customers. You will see better customer service results as your partner leverages extensive experience and best practices to deliver high-quality care. You’re also likely to see better corporate results as you 1) keep your valuable customers happy and spending, and 2) free up your employees to focus on furthering the business.
- 24/7 support. Outsourcing customer service allows for greater flexibility in meeting the demands of customers across multiple time zones (and those people that like to deal with their support issues at 2 a.m.).
- Multichannel Customer Service. Your customers may want to call you on the phone. But they may also want to send you an email or a live chat message. Or maybe they want to connect with you on social media. In addition to traditional phone support, a good contact center partner can support your customers in the channels of their choice.
Still on the Fence?
If you’re still hesitant about outsourcing customer service, you might be succumbing to one (or more!) of the five of the common myths about outsourcing support.
Check out this white paper; to dispel these five myths, learn more about the reality of modern contact centers and learn how to choose a rock solid contact center partner.
Post originally authored by Traci Varnum.