Whether your business operates in the sector of healthcare, telecoms, security or utilities, customer service is crucial for customer loyalty and driving profit margins. With the rise of social media and the fact that customers can post a negative message online and damage your company reputation in minutes, customer satisfaction metrics have become hugely important. Companies need to invest in customer service and have an established and experienced team in place. This can provide positive results and assured profitability. Having subpar customer service will increase a business costs as low quality training leads to high staff turnover. Which increases recruitment costs, while at the same time, increases the need and thus cost of additional future training. Companies should consider outsourcing their customer service. This strategic move enables profitability in different ways:
Having an in-house customer service team comes with its own associated costs. Maintaining a high level of employee talent is crucial to customer service provision. Recruitment and training can lead to high overhead costs. This helps make a profit. In addition, having the latest technology and communication methods such as Automatic Call Distributor, Interactive Voice Response, Call Recording Systems and Voice Biometrics to name a few can increase in-house expenses. Outsourcing removes these associated costs and thus can increase profitability levels.
By outsourcing to a call centre that holds expertise in customer service, you are leaving the task at hand to the capable representatives, thus increasing your customer satisfaction levels. Having a high level of customer satisfaction not only helps retain customers. But, also promotes Word of Mouth marketing, both of which help drive profitability.
Outsourcing to a call centre allows a business to focus internally on other important issues to allow the business to grow. However, managers don’t have to spend time micromanaging a customer service team and creating customer service strategies. HR can focus on recruiting and training employees for other departments in need of expertise. All individuals within the company can focus on the major tasks and responsibilities they have. Enhancing productivity that will help the company’s future growth, instead of worrying about a customer service team.
When it comes to unpredicted traffic, call centres have the flexibility. Flexibility to respond to seasonal business demands in a more timely and efficient manner. They have the technology and the employee talent in place. Thus, the capacity to scale operations up or down when needed. More importantly, they are able to do so without sacrificing quality service and without disrupting normal business operations, all of which help drive profitability for your business.
Call Pageboy has over 40 years’ experience. The provision of superior customer service, providing your customers with a positive customer experience. We offer a range of customer support services to help businesses in their goal of providing a seamless, hassle free customer experience journey. If you would like to know more about the customer services that we offer, and how we can help your business, contact us here today.