But why outsource your Customer Relationship? The outsourced Customer Relations sector is booming. Indeed, more and more companies today choose to entrust their Customer Service to external service providers, specialized in the management of customer interactions.
Already widespread for other key business services (recruitment, accounting, IT service, etc.), this choice of outsourcing has been democratized over the past fifteen years for Customer Relations. Outsourcing in this sector has really accelerated in recent years. It has experienced an average market growth of +6.5% every year since 2015.
What if you took the plunge, too?
This article aims to give you a synthetic view of the organization of the customer relationship. We hope this will help you make your choice. We will share the concrete advantages and the points of vigilance of the outsourcing of your Customer Service.
3 concrete advantages of outsourcing the customer relationship
Three main motivations favor the choice of outsourcing Customer Relations activities by many companies.
A lot of time and internal resources are needed to define processing tools and procedures. The same goes for the recruitment, training and management of Customer Service teams, which require continuous investment.
Not all companies have enough means or resources to dedicate to this activity. Even more so if the daily volume of customer requests increases over time.
By entrusting the management of your Customer Relationship to an outsourced contact center, you can optimize the allocation of your resources and focus on the missions inherent in the success of a company: development of new offers, implementation of marketing campaigns and communication, increase in sales, …
Your Customer Relations partner is then responsible for recruiting and training call center agents. He supervises the teams on a daily basis to ensure that customer requests are processed as quickly as possible. It becomes a force of proposal in the improvement of your procedures and speeches. Finally, he expresses “the voice of the customer” and shares his expertise in the business.
It’s a fact, internal Customer Relationship Management is expensive and difficult to adapt!
Outsourcing your Customer Relationship makes it possible to adopt a more advantageous and flexible invoicing model, with hourly or fee-based pricing in most cases.
Similarly, the choice of the country of outsourcing also allows substantial savings to be made, depending on its geographical location.