For many businesses, outsourcing has proven to be an effective way to reduce operational costs while benefiting from a highly-skilled workforce and top-of-the-line facilities. Most companies that have been outsourcing to the Philippines found success in this business venture because they took time to assess their needs before signing an outsourcing deal.
Since customer service outsourcing is an investment, you must understand how this step can help you boost your revenues. So, how do you know if outsourcing is what your business needs? Here are signs indicating that it's time for you to go and look for an offshore partner:
1. Your employees are overburdened.
Evaluate if your staff is having any difficulty in carrying out tasks and meeting deadlines. Do they feel overburdened by their current workload? When your employees are faced with higher expectations, their goal may shift to hitting numbers instead on ensuring that every output is of top quality. Go through the different processes done by your staff and take note if customer service is one of the most time-consuming tasks. By outsourcing customer service, your staff will now have time to focus on more important matters such as business expansion, sales, or marketing.
2. You don't have time to focus on your core competencies.
When you add customer service delivery to your list of supervisory responsibilities, your attention is divided between managing your company as a whole and supervising ancillary operations. By outsourcing to an offshore provider, your customer service team can instead be supervised by call center managers who can collaborate with you and seek management decisions when needed.
3. You spend too much on customer service delivery.
The high costs spent on building an in-house customer service team can affect your operations. Aside from recruitment and training, you also have to spend on purchasing and maintaining customer service facilities. When you outsource your customer service, your offshore provider will take charge of recruiting agents, training them, and gathering the needed resources such as equipment and office space. By outsourcing to a low-cost region, such as the Philippines, you can cut down on your expenses and save more money.
4. You are losing customers because of poor services.
Although an in-house team can cater to the needs of your customers, the quality of attention afforded to each concern diminishes as your business grows and as more customers reach out to you. You may find it difficult to keep your lines open 24/7 or provide follow-up evaluation of services because of workforce constraints. By outsourcing, you can have a dedicated team that can boost your customers' satisfaction through quality services.
5. You have segmented your business operations.
Startup businesses that have grown to a certain point where operations can now be divided into smaller departments are good outsourcing candidates. It is easier for these kinds companies to delegate some service areas, such as customer service or technical support, to an offshore site. This allows the management to optimize the in-house operations while the offshore provider handles the outsourced services.
The idea of entrusting customer service to an outsourcing provider may seem intimidating to growing businesses, but outsourcing may be your company's key to reaching more milestones. By keeping these helpful key indicators in mind, you can determine whether it's the right time for you to outsource or not.