So You Think You Can Manage Your Own Customer Support?

You are set on keeping every department under one roof at your company, wanting to have full control and oversight over your business operations. You may think keeping customer support in-house is the best decision for your company, especially during growth periods. The cost and overhead associated with an internal customer care operations team is substantial and doesn't always lead to an improved customer support experience for consumers.

The Costs of Building an Internal Customer Care Operations Team
The costs start with implementing the technology required for a customer support team. These days, you can't get away with hand-me-down workstations and a basic business phone system with IVR capabilities. Today's consumer wants to reach you through their preferred channels, which means you need to move beyond phone support into other channels as well.

The IT staff is pulled from other projects within the company to roll out your chosen solutions, resulting in opportunity cost in day-to-day business operations and long-term plans. Your customer support team also requires training materials covering essential skills training, product lines and other best practices. Creating an effective structure and workflow is another major time and money sink, so it could be months before customer service is up and running. If your business is booming and you want to expand, insufficient customer service shouldn't be holding you back.

Improving Customer Support Practice Through Outsourcing
Once it's all said and down, an in-house customer care team may not be the best option to handle the bulk of your customer service. Outsourcing services improve your customer experience in a few significant ways, resulting in happier customers, better retention and increased acquisition when correctly implemented.

The primary benefit is that outsourced contact center operators have better technology and customer service best practices in place. When a company's core business is delivering quality customer service, they have access to specialized technology solutions and a workflow refined over thousands of hours of real-life customer support situations. The infrastructure in place is designed entirely around customer service.

Poor customer service results in unhappy customers who tend to be vocal on social media, costing you money as you try to figure out customer service procedures through trial and error. Because the outsourcing partner focuses on customer service as their core competency, they bring you the best practices to implement immediately.

You improve your overall business operations by cutting out the amount of customer service management you do directly. The majority of day-to-day oversight rests in the hand of the outsourcing partner, so you eliminate much of the time otherwise spent maintaining the infrastructure, handling HR issues and adding another department manager to handle the load.

Building your own customer care team may seem like the right strategy to pursue at first, but once you dig down into the logistics of the matter, it's a far different story. Your customer's support experience is improved by outsourcing to a partner who has everything in place to provide an amazing customer service experience, instead of sending them to an in-house department that doesn't have specialized CX resources.

Sources:
http://www.gartner.com/newsroom/id/2956618
http://venturebeat.com/2014/09/16/tech-has-raised-the-bar-on-customer-experience-higher-than-ever-heres-why-you-should-care/

Michael Buenaventura

May 14, 2015