Outsourcing to Increase Agility

Today's business landscape is driven by technological innovation and customer experience expectations. You're expected to deliver quality products and services as quickly and efficiently as possible, provide the customer with a personalized experience and remain innovative. It's a difficult juggling act, but one of the best ways to increase your agility is through outsourcing. You are better suited to quickly adapt to changing conditions, have essential customer service expertise on hand and can improve your global business reach with an outsourcing partner.

Increasing Customer Service Expertise

Most companies talk about how the customer experience is a core business value, but in many cases it's pushed down on the priority list. You have customer satisfaction requirements but lack the resources to get employees up to speed on customer service best practices. Bringing in an outsourcing partner for customer service introduces skilled expertise in infrastructure, management, training and technology solutions for the customer experience. You improve the department staffing with additional numbers who don't need to go through extensive on-boarding to get up to speed. Overall, you improve the skill level of your customer support department immensely by outsourcing to a service whose core competency revolves around the customer experience.

Improving Customer Support Reach

Today's modern customer wants to reach you on their schedule, not yours. Limited hours of support leads to a lot of frustrated customers who are likely going to look for a competitor with more flexible hours. An outsourced customer support staff helps to improve your customer support reach by expanding your hours without significantly increasing your overhead costs. You don't have to worry about budgeting in overtime, increased utility costs and other major cost concerns. You can set up 24-hour support to cover all geographic regions, which is especially important to grow your company on an international level.

Another benefit of outsourcing is gaining access to in-demand skill sets, such as multiple language customer support. This is another critical aspect to expanding your company worldwide. You cut out the difficulty of finding native speakers for the countries you're expanding to and you particularly avoid the problems associated with trying to establish a call center in another country. Cutting out these logistical issues helps immensely with your rapid growth plans.

Flexible Scaling

How often is your customer support demand consistent? Some days could go by with barely any support tickets, while other days the queue is full and will be for the next day. Flexible scaling is an essential aspect for business agility, as you aren't going to get tripped up if a marketing initiative is particularly effective at bringing in new customers. Instead of panicking and putting your HR department into overdrive to bring on new staff, you work with the outsourced customer support service to get the staff you need to handle temporary demand. Once your customer support demands level out, you can scale back down. You aren't putting more of a burden on the budget than is necessary.

Business agility is required to keep up with today's rapidly changing business landscape. Outsourced customer service partners provide you with the expertise, reach and scaling to stay on top of your needs. You drive additional revenue with happier customers who stick around because they have the customer experience they demand and deserve.

 

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Michael Buenaventura

May 05, 2015