{"id":14600,"date":"2021-03-07T23:23:44","date_gmt":"2021-03-08T04:23:44","guid":{"rendered":"https:\/\/www.m2sys.com\/blog\/?p=14600"},"modified":"2024-05-20T04:05:00","modified_gmt":"2024-05-20T08:05:00","slug":"outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly","status":"publish","type":"post","link":"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/","title":{"rendered":"Outsourcing Customer Service: The Good, the Bad, and is There an Ugly?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">With the world economy still reeling from the impact of COVID-19, businesses are increasingly looking for ways to streamline operations. Outsourcing is one such method that is becoming increasingly popular.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While the concept isn\u2019t new, the implementation of outsourcing across a wide scale is. In <\/span><span style=\"font-weight: 400;\">2019, 59% of small businesses outsourced some of their processes.<\/span><span style=\"font-weight: 400;\"> Many large corporates were also investigating the possibility, but with less enthusiasm.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Then, of course, 2020 and the pandemic era dawned. Today, remote working is the norm. Companies have adapted to having their employees outside of their direct line of sight. As a result, it\u2019s a lot simpler now to consider outsourcing various functions to a third-party provider.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this post, we\u2019ll look at one aspect of outsourcing that most companies don\u2019t consider &#8211; their help desk. We\u2019ll examine the pros and cons of doing so to help you determine if this might be the right option for your business.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How Does Help Desk Outsourcing Work?\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019d find a reputable provider with similar service goals to your own. They\u2019d consult with you to determine the level of support that you need. You may select any, or a combination of, the following channels:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Call center<\/b><span style=\"font-weight: 400;\">: For the client that wishes to speak to a human being and receive empathetic support.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Instant chat<\/b><span style=\"font-weight: 400;\">: Here, you may use a combination of a bot for simple queries and human service for more complicated issues.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Emails<\/b><span style=\"font-weight: 400;\">: Some clients prefer to phrase their requests and replies carefully. It is for these clients that email communications are handy.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Social media<\/b><span style=\"font-weight: 400;\">:\u00a0 Didn\u2019t think social media was a support platform? Think again. <\/span><span style=\"font-weight: 400;\">64% of buyers use what they see on social media to reinforce their decision<\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">. Your firm cannot afford to ignore customer comments, questions, and complaints here.<\/span><\/span>&nbsp;\n<p><span style=\"font-weight: 400;\">As social media became a platform for promoting brands and getting fast feedback from customers, influencer marketing became very popular in that case. People trust influencers and choose the products that are recommended from them, so you can directly know what customers think about certain products. By the way, if you are interested in that, you can find influencers by scraping Google and find those who will be appropriate for your requirements.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The BPO provider you choose should work with you to set up your specialist team and train them in your product and company systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When the team is ready, the help channels will launch. If you partner with the right company, your clients won\u2019t even notice the changeover. Until, that is, that they begin to realize that service is better.\u00a0<\/span><\/p>\n<figure id=\"attachment_14418\" aria-describedby=\"caption-attachment-14418\" style=\"width: 800px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.cloudapper.com\/crm-customer-relationship-management-application\/\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-14418\" src=\"https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/4-Ways-a-CRM-Can-Improve-the-Customer-Experience.jpg\" alt=\"4-Ways-a-CRM-Can-Improve-the-Customer-Experience\" width=\"800\" height=\"445\" srcset=\"https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/4-Ways-a-CRM-Can-Improve-the-Customer-Experience.jpg 800w, https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/4-Ways-a-CRM-Can-Improve-the-Customer-Experience-600x334.jpg 600w, https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/4-Ways-a-CRM-Can-Improve-the-Customer-Experience-768x427.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><figcaption id=\"caption-attachment-14418\" class=\"wp-caption-text\">Related Blog: <a href=\"https:\/\/www.cloudapper.com\/4-ways-a-crm-can-improve-the-customer-experience\/\">4 Ways a CRM Can Improve the Customer Experience<\/a><\/figcaption><\/figure>\n<h2><span style=\"font-weight: 400;\">The Benefits of Outsourcing Your Client Help Desk<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Companies choose to hire third-party providers for a host of various reasons. Let\u2019s look at what these are.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Cost Reduction\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The average medium-sized company will require at least four full-time consultants to man the lines. With the federal minimum wage set to increase to $15 an hour, a standard 40-hour workweek will cost your business $2,400 per consultant per month.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Multiply that by four, and add in payments for overtime and allowances for annual and sick leave, and the figure rises steadily. Then add on the cost of training, equipping, and housing the team, and it\u2019s easy to see why so many businesses choose a third-party provider instead.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Scalability<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">How long does it take your company to find the perfect candidate for a job? If you\u2019re lucky, you\u2019re looking at a few weeks at the very least. Then there\u2019s training and onboarding and the trial period to see how well the employee works.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a standard part of doing business, but it can hurt you when you need to scale up operations in a hurry. Say, for example, that you\u2019ve launched a new game and it unexpectedly reached the top spot.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Do you have weeks to wait before providing your clients the service they deserve? How many will you lose while you\u2019re getting prepared?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Partnering with a third-party makes it simpler to scale up or down as you need to. Your contract should allow for some flexibility, and the provider will have some excess capacity built-in for just such an occasion.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Professional Consultants<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The primary advantage is that you acquire the skills you need without spending a cent on training. Service companies excel at finding the most promising new talent with a knack for communication.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They train them up so that they\u2019re able to deliver outstanding service. The in-depth teaching goes beyond being nice to a client and extends towards building a relationship. The team demonstrates empathy and uses positive language to ensure that the client has the best possible experience.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Access to Multi-Lingual Consultants<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Do you wish to expand your business into a new marketplace? Being able to speak the language gives you a significant edge over your competitors. Hiring service specialists with multi-lingual capabilities can significantly increase competitive advantage.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">No Infrastructural Outlay or Maintenance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The company that you partner with is responsible for all the expenses related to infrastructure. They have to equip and house their employees, as well as to conduct regular infrastructural maintenance.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Improved Productivity<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Employees in the offices can get their jobs done without interruption from support calls. This improves productivity and employee satisfaction.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Increased Customer Satisfaction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">By providing your clients with one point of call for all their queries, you make it simpler for them to contact support. They\u2019ll also appreciate the professional customer service they receive from your help desk.\u00a0<\/span><\/p>\n<figure id=\"attachment_14417\" aria-describedby=\"caption-attachment-14417\" style=\"width: 800px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.cloudapper.com\/crm-customer-relationship-management-application\/\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-14417\" src=\"https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/Why-is-CRM-an-Effective-Marketing-Strategy.jpg\" alt=\"Why-is-CRM-an-Effective-Marketing-Strategy\" width=\"800\" height=\"445\" srcset=\"https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/Why-is-CRM-an-Effective-Marketing-Strategy.jpg 800w, https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/Why-is-CRM-an-Effective-Marketing-Strategy-600x334.jpg 600w, https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/02\/Why-is-CRM-an-Effective-Marketing-Strategy-768x427.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><figcaption id=\"caption-attachment-14417\" class=\"wp-caption-text\">Related Blog: <a href=\"https:\/\/www.cloudapper.com\/why-is-crm-an-effective-marketing-strategy\/\">Why is CRM an Effective Marketing Strategy?<\/a><\/figcaption><\/figure>\n<h2><span style=\"font-weight: 400;\">The Cons of Outsourcing Your Help Desk<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As with any business decision, we have to weigh both the pros and cons. In this case, you as the business lose primary control over your call center. If you partner with the correct provider, they may allow you to have some say in the team members selected for your needs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Still, however, you have to acknowledge that you won\u2019t be driving that team. Good service companies provide you, the client, with all the statistics you require to monitor operations. They\u2019ll also ensure that you have access to the complete customer interaction record for quality control exercises.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The other downside is that you may not get what you think. While the company is courting you, they\u2019ll promise the earth. Whether or not they will follow through is a different story. Carefully researching any potential partner will help you to steer clear of less than stellar operators.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How to Find the Correct Firm to Partner With<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A quick Google search will reveal a long list of candidates. Narrowing that list down will entail some careful research. Look at how long the company has been in business, and what ratings they have online.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Do they have the necessary skills that your business requires? Are they transparent about their processes and pricing? Will you have access to call recordings and other vital information to monitor their performance?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When you\u2019ve narrowed down the competition, the initial consultation is your final checkpoint. Note how the agent behaves. Are they interested in learning more about your business, or are they trying to push a package onto you?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A reputable firm will want to tailor a package that works for you. They\u2019ll wish to receive details before they start to offer you options. They\u2019ll also be interested in your opinions and allow you some control over your team\u2019s construction.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">When is it Necessary to Partner With a Third-Party Provider?\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This is a question that only you can answer. As soon as calls from clients begin to be problematic, it might be time to consider getting assistance. What do we mean by problematic?\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The switchboard is unable to cope with the influx<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An excessive number of dropped calls<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clients need to be passed to whoever is available to take a message<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Employees continually needing to use the \u201cI\u2019m sorry, you\u2019ve come through to the wrong department\u201d excuse.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You get the idea.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Final Notes<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Outsourcers save businesses billions every year by providing flexible, cost-effective access to premium skills. Companies are increasingly turning to these providers to help manage costs and improve the customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">An outsourced help desk might well prove a wise investment for a quickly growing concern. The right partner can help you to build a solid relationship with your clients and provide crucial support. With the wrong partner, however, things could get ugly quickly.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>With the world economy still reeling from the impact of COVID-19, businesses are increasingly looking for ways to streamline operations.<\/p>\n","protected":false},"author":398,"featured_media":16404,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","_lmt_disableupdate":"no","_lmt_disable":"no","twitterCardType":"","cardImageID":0,"cardImage":"","cardTitle":"","cardDesc":"","cardImageAlt":"","cardPlayer":"","cardPlayerWidth":0,"cardPlayerHeight":0,"cardPlayerStream":"","cardPlayerCodec":"","footnotes":""},"categories":[90],"tags":[],"class_list":["post-14600","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guest-blog-posts"],"acf":{"_how_to_content":null,"_faq_content":null,"_structured_meta_data":null,"_tl_dr_content":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.6.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Outsourcing Customer Service: The Good, the Bad, and is There an Ugly? - Digital Transformation of Government Services<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Outsourcing Customer Service: The Good, the Bad, and is There an Ugly? - Digital Transformation of Government Services\" \/>\n<meta property=\"og:description\" content=\"With the world economy still reeling from the impact of COVID-19, businesses are increasingly looking for ways to streamline operations.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\" \/>\n<meta property=\"og:site_name\" content=\"Digital Transformation of Government Services\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/m2sys\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-08T04:23:44+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-05-20T08:05:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.m2sys.com\/blog\/wp-content\/uploads\/2021\/08\/call-center-JF5QA2T-1024x693.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"693\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Guest\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@m2sys\" \/>\n<meta name=\"twitter:site\" content=\"@m2sys\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Guest\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\"},\"author\":{\"name\":\"Guest\",\"@id\":\"https:\/\/www.m2sys.com\/blog\/#\/schema\/person\/ccd2044dbd488486c30d37d437d0320c\"},\"headline\":\"Outsourcing Customer Service: The Good, the Bad, and is There an Ugly?\",\"datePublished\":\"2021-03-08T04:23:44+00:00\",\"dateModified\":\"2024-05-20T08:05:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\"},\"wordCount\":1444,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.m2sys.com\/blog\/#organization\"},\"articleSection\":[\"Guest Blog Posts\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\",\"url\":\"https:\/\/www.m2sys.com\/blog\/guest-blog-posts\/outsourcing-customer-service-the-good-the-bad-and-is-there-an-ugly\/\",\"name\":\"Outsourcing Customer Service: The Good, the Bad, and is There an Ugly? 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