An excellent customer service team can add wings to the growth of the company, contributing to winning and maintaining customer loyalty. But should you build your team internally or deliver it to a specialist?
Customer Service BPOs (external business processing providers) are companies that specialize in managing customer inquiries that are sent via email, chat, telephone, social media and other channels.
Studies show that customers whose problems are quickly and easily resolved tend to be loyal to the company. A good BPO customer service can help your company gain that loyalty, often saving you money at the same time. Most prominently, working with a high-quality BPO will eliminate the stress of customer service, so you and your staff can focus on critical strategic concerns: your product or service, your vision.
This article will describe the advantages and limitations of collaborating with a customer service BPO.
1. Access the specialized experience
BPO customer services are experts in managing and scaling customer service teams.
This means that I understand the key values of customer service. As your team grows, you should keep track of key performance indicators (KPIs), such as first contact resolution, first response time, complete resolution time, customer satisfaction and more. More importantly, if your performance does not meet your objectives, you should investigate and take action. Outsourcing can handle this in your name.
I also understand the customer service processes. They know how to design telephone trees, customer retention strategies and return policies. They can help you create customized customer service plans based on your growth projections and use queue templates to optimize your team’s schedule.
And I understand the customer service technology. As you grow, your technological needs may change. A good BPO customer service can advise you on new technologies and even help you with the implementation.
2. Get the best agents
A BPO for customer service has access to a large pool of specialized talents, which you may not be able to take advantage of alone. On Peak Support, for example, our agents have an average of seven years of experience working for important brands in the US and Europe. This means that we get a constant flow of referrals from equally talented and experienced customer service representatives.
3. Eliminates the headaches of human resources
Managing your own customer service crew requires adding staff and treating all related headaches. He should recruit and train support agents, plan their compensations, manage their performances and manage their rotation, among other issues. In addition, you will need to configure the infrastructure and technology to handle customer issues. For many companies, this is not the best use of their time and limited resources.
4. I gain flexibility
A customer service BPO can increase your ability to hire for a high season or provide assistance outside working hours. For example, in Peak Support, we can scale equipment quickly, often adding new agents in a week. Our agents can also provide night, weekend or 24/7 coverage, depending on customer needs.
BPOs that offer international equipment can also improve their ability to serve international clients through personnel exchanges that would be unattractive to internal agents.
An external provider can also manage multiple channels, from phone support, email, social networks and live chat. A recent survey of 1,044 clients shows that they want to interact with a company through different channels, depending on the urgency and complexity of the problem.
5. Reduce costs
Often, outsourcing can reduce your costs. Customer service representatives based in the home office require equipment and space, which can be very expensive, especially in major metropolitan areas. Outsourcing eliminates these costs. You can often save extra money if your BPO customer service hires international agents based in countries like the Philippines, where there are a lot of excellent English talents.
However, these cost savings are not detrimental to quality. Look for a reputable BPO customer service that has the experience of recruiting top talent, providing excellent training and expanding your team as your business grows. Outsourcing has gained credibility as a money-saving strategy, which is, but this should not be the main factor determining your choice.
Limitations of outsourcing
I hope you have understood What is Technical Support in BPO in this article. Outsourcing services are not for everyone. If you only get a few customer questions a week, maybe the founder or senior executive can handle them. At that early stage, it may be useful for the senior squad to have that direct contact by customers.
If your product is in a highly regulated industry that only requires certified personnel to talk about it, this may not be a good option.
Additionally, you need to consider whether you want to outsource customer service or outsource the core product. Suppose you sell virtual support services, for example. In this case, your agents are your main business and you should undoubtedly manage the service yourself. The similar would be true if, for example, they provided mental health or distance accounting services.
In summary, each business has specific needs that cannot be resolved with a single solution for everyone. The best thing you can do is agenda a consultation with a customer service BPO to understand which answer will work best for you.