Improve Efficiency By Outsourcing
TeleworkPH
Published: May 12, 2022
Efficiency can be improved through several different methods. However, the best way to ensure that a company stays focused on the core aspects, outsourcing areas like customer support have proved time and time again to be the most effective way.
CONSIDER THE BELOW SCENARIO:
Let’s say you have an older car and one fine Friday evening on the way home from work it breaks down. What you discover is that your alternator is bad. And let’s just say for this scenario that you don’t have any mechanical experience when it comes to cars.
Now you have two choices. You can try and fix it yourself, or you can take it to a mechanic. Which would be more efficient in order to make sure that you can get to work and earn the money that you need to live?
To fix it yourself, you’ll have to find a way to the auto parts store, purchase the part, then go home and do an online search. Then you’ll have to purchase the tools that you will need in order to remove the old alternator and put the new one in. What’s more, without even having any experience you’ll have no way to gauge if you’re doing it correctly.
This can be a stressful situation when getting to work Monday morning hangs in the balance. Furthermore, now you have shot the entire weekend, and you may even have to cancel important family plans.
The next choice is to have your vehicle towed by a 2A mechanic who has the tools, the knowledge, the experience, and the guarantee that you’ll be at your desk bright and early Monday morning. Then you can go about your weekend and not have to worry so much about the car, but can focus on having a fun, relaxing weekend.
You could have fixed it yourself, that you are confident. But by outsourcing the work to a qualified mechanic, you know a qualified mechanic will do it properly and in less time.
It’s the most efficient way to get the job done.
Efficiency by Outsourcing Is The Key To Success
Every business has many moving internal parts. And each department has its own function and stake in efficiency when delivering a product or service to the customers.
So, a lot does hang in the balance when it comes to supporting your customers’ demands and issues. And when it comes to the customer experience, customer demands increase every year.
Many businesses turn to outsourcing as a way to cut costs. Yes, outsourcing does provide a more cost-effective solution. Especially when it comes to customer support. Not only are the salaries more affordable, but there are overhead costs savings in office space equipment hardware and other amenities. However, statistically speaking 24% of small businesses with fewer than 50 employees outsource mainly to improve efficiency. Compared to larger companies, operational efficiency is more heavily relied on the fact that they don’t have the same resources available to them.
Once a company is up and running and processes are in place as it grows, leaks in efficiency become harder and become more difficult to isolate. Going back to our example of the car breaking down. The first step to getting it fixed would be figuring out why it’s broken to begin with that costs valuable time and money. This is why 52% of small to medium businesses in the US will continue to outsource non-core aspects post pandemic in order to maintain that high level of quality customer experience output.
Efficiency by Outsourcing Comes From Those Who Know
This is why businesses turn to outsourcing as a means to tap on the knowledge and the expertise of outsourcing companies who build and manage support teams. This does not mean you lose control in any way, shape, or form. The outsourced team becomes an extension of your business.
Challenges of Building Internal Customer Support
A company could essentially build their own internal customer support or service. But is that the most efficient way? Again, there’s going to be a lot of online research manuals to read processes to create and follow. And then there is the hiring of the right people to man the front lines. Support agents who understand the importance of following processes, have the knowledge in handling customer support cases, and are equipped with the soft skills, like empathy, that customers expect.
The Growing Trend of Outsourcing Customer Support
Statistically speaking, customer support is the most outsourced business process with more than 50% of global companies looking outside for those solutions and roughly 75 billion dollars generated yearly. Furthermore, it is projected to increase to $81.5 billion by 2023. Here in the Philippines, there are close to 1.5 million employees working in the BPO industry. These statistics prove that outsourcing works especially to those companies that specialize in a certain niche like customer support or service.
As mentioned, the customer’s demands from service and support increase daily. Their expectations are higher than they were even just six years ago. In 2015, the most common way for a customer to engage with support was through the website portal and by phone. Now in 2022, customers are on mobile devices. I prefer going through social media channels to contact support. That just goes to show how quickly customer demands and expectations can change. And a disruption in the efficiency of processes can create a ripple effect with such a wide reach it will be almost impossible to rectify.
Efficiency Affects the Customer Experience
Today, brands compete through customer experience. Businesses have embraced building outsourced teams as a way to improve efficiency rather than to struggle with “giving it the old college try.”
And they reaped the benefits.
Telework PH Are The Experts
We have built our business around building high-performing customer support and service teams. With all of the experience and knowledge and skill that we have in-house, we know how to source and test the right candidates for customer support roles. Furthermore, we keep up on all of the latest trends and have expertise in the customer support processes. We can help quickly identify where improvements can be made and as your partner brings them to your attention through valuable feedback and suggestions.
Your offshore dream team will adapt to your culture and values. They will treat your customers as if they were their own. Our services extend beyond just being a staffing agency, however you maintain control over your offshore team.
It’s free and you’re under no obligation to explore and find out more. Contact us here and set up a call with me, Jeff Thompson, and tell me what your needs are. Then we can discuss ways to increase your customer support efficiency by outsourcing.
Also don’t forget to check out our podcast, Telecast PH! There you can find more tips on how to improve the customer experience.
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