Customer service is a difficult task. It requires knowledge, patience, and the ability to deal with people efficiently. With all of these qualifications needed for this job, finding someone who meets them can be tricky.
This blog post will discuss two options you have when outsourcing customer service: hiring your own team or working with a third-party company like PEAK Outsourcing. We’ll go into detail about what each process looks like so that you can make the best decision for your business!
Now, let’s discuss what it means to outsource customer service. This is a process in which you hire a third-party company or individual (known as an outsourcer) to help your customer service needs.
There are two types of outsourcing: internal and external. When you have someone working internally for your business who handles the tasks themselves, this is considered internal outsourcing. The other type of outsourcing – external – will involve hiring outside the company to work on their behalf. Hiring somebody from Peak Outsourcing would be an example of that!
The first step when considering whether or not you should outsource customer services is deciding where these duties fall within your business structure and if they’re something that can easily be delegated. If it’s not something that you’re confident in doing, or if there are too many tasks to handle on your own, then outsourcing may be the best option.
Another thing to consider is how much time and money you’re spending now versus what you’d pay an outsourcer. For example, a company has ten customer service reps working for them, but only two of those employees do all the work, and they have no room left.
They could either hire another full-time employee who would charge about $50k per person (plus benefits) over three years, or they can outsource their customer service needs to an agency where the average charges fall just under $30/hour plus additional fees depending on the project. That’s a big difference!
Pay heed to these points to make an informed decision about outsourcing your customer service needs and getting the desired results.