69% of Americans would recommend a company to others following a positive customer experience.
If you’re an entrepreneur that stays on top of things, then you know that customers’ expectations regarding support and care have considerably grown. Today, more than ever, customer care has become a priority for every company. Consumers expect full support and want solutions for emerging issues 24/7.
For most companies, the easiest and most beneficial way to answer this demand is to outsource their customer support service to a professional agency. Outsourcing customer support has a myriad of advantages, read on to discover the top four benefits of outsourcing your customer support:
1. Quality in Service Delivery
31% of organization choose to outsource because it enhances the quality in service delivery.
Outsourcing helps your company due to it being faster, better and much cheaper. You will tap into greater resources and expertise through people and systems. Often outsourcing agencies recruit only candidates with the right fit for your business – those with excellent communication skills and a strong customer support service work ethic. On top of that, outsourcing companies use cutting edge disruptive technology that allows them to multitask.
2. 24/7 SERVICE
70% of buying experiences are based solely on how the customer feels they are being treated.
An important factor in customer care is convenience. Granting your customer the ability to send you an email, pick up a phone, or jump into a live chat session when it is most convenient for them is a big plus. Providing 24/7 customer service, clients receive real-time responses to their requests, even if these request are made outside the working hours of the company. This is especially beneficial to people who work night shifts or live in a different time zone.
3. Frees Up Manpower
57% of respondents says outsourcing frees up man powers and allows them to work on core business tasks.
Another prominent benefit of outsourcing is that your staff can focus on more important duties. Many companies – especially smaller ones, deem handling of incoming customer calls part of a more elaborate job description. This can hinder your employees from completing other important tasks. Companies that outsource their customer support services get to reserve their in-house manpower which results in a boost of productivity and profits.
4. Lower Costs
Deloitte’s global survey shows that 44 percent of companies outsource because of cost reduction.
As a business owner, you’re more than likely constantly seeking new ways to reduce your overall costs. Since an outsource company already has the technological infrastructure and available staff; collaborating with a customer support service provider will often involve lower costs. When working with a customer support services provider, companies will have access to the latest technology and to enough resources to be at the customers’ disposal whenever they need it.
In a nutshell, the benefits of outsourcing include around the clock professional service, cost reduction, and more time to focus on other important tasks within your business. Outsourcing your customer service to the experts will allow you to expand and grow your business fast.
As an entrepreneur, one of the most challenging dilemmas your startup will face is to build a solid, capable internal sales team while managing the cash burn rate. Some startups prefer to have in-house staff, however, the costs of this effort are significant and add to the cash burn rate.
Instead, it would be wiser for startups to build a two-way relationship with a sales process outsourcing partner and to outsource their sales team.
If you haven’t built an efficient in-house sales team, using an external sales team is an ideal option to attract higher and rapid returns. Here are some reasons why:
1. Agencies have the talented experts that Startups Need
A survey by Silicon Valley Bank reveals that 90% of Startups said finding talent was challenging or extremely challenging.
As you build your sales structure, you’ll seek ways to have your sales team perform better. Without experts on your team, this can feel like an uphill battle.
When you outsource sales, you put all your sales efforts in the hands of experienced professionals. These external agencies are knowledgeable in sales services. They have performed tasks several times and are familiar with strategies that can boost sales. A company can benefit from such exceptional sales teams to improve its revenue.
2. Outsourcing firms provide a Stable team
Companies that outsource reports that 25% of their workload gets handles by the external company resulting in them having more time for other important things.
When you’re dealing with a brand new team, chances are that not everyone will be able to bring results in fast. This can be critical for your business as you run the risk of upsetting the growth process.
Working with an agency ensures that you’ll receive a team of experts doing your sales. This gives you the stability you need to focus on the growth of your business.
3. Development of Strategies
“The other part of outsourcing is this: it simply says where the work can be done outside better than it can be done inside, we should do it.” – Alphonso Jackson
Sales outsourcing firms provide an opportunity to work with Sales professionals who will develop a strategic plan for your company. This plan is for acquiring clients and assure greater return on investments. Business can utilize these same strategies when building their internal sales team to achieve their goals.
4. Business Growth
If you deprive yourself of outsourcing and your competitors do not, you’re putting yourself out of business – Lee Kuan Yew
Achieving business growth is never easy for startups. Most of them barely have the resources to foster growth. Startups, in particular, have a very small return of investment in the early stages of existence. Therefore, it is better for startups to hire an independent sales firm to ensure returns and help boost growth.
Just like any other business, startups are interested in results. Outsourcing their sales effort will not only help speed up the process and get ROI quicker but also provide the blueprint to building your own internal team.
Seventy-four percent of respondents have contacted customer service by phone.
If you’re running a company then you already know that customers are demanding fast and reliable customer support. Unfortunately, many organizations do not have a strong in-house team that’s able to answer this demand. What to do instead? You outsource your customer care to a professional customer service call center.
Outsourcing your customer service to a call center is a trend that is picking up steam fast, and the business world has acknowledged that companies that outsource often have returning customer thus they are much healthier in terms of profit and brand establishment.
But it offers more than just happy customers, check out the 4 most prominent benefits of customer care outsourcing below:
1. Cut costs and save BIG
According to Deloitte’s Global Outsourcing Survey in 2018, 44% of companies who outsource see it as a cost cutting tool.
One major benefit of outsourcing your customer service call center is that it drastically reduces cost. Some data suggest that companies can save up to 50% by outsourcing to offshore firms. When the in-house customer service call center’s operational, overhead, labor costs etc are reduced because an external service provider is handling it, the savings can be significant.
2. Focus on your functions
About 18% of start-ups fail every year because of in-house knowledge gaps and inadequate skill sets that could easily have been avoided by outsourcing.
Outsourcing your customer care call center, not only helps your business by increasing your overall client satisfaction rate, but it also enables you to continue to work on your business long-term strategic functions. Put it like this, outsourcing takes the additional responsibilities that may hamper the productivity of your shoulders and enables you to focus on the core areas of your business.
3. Trained Staff
“As organizations increasingly make outsourcing an integral part of their operations, a new breed of professionals skilled in the design, implementation and management of these complex business relationships has emerged.” – Micheal Corbett
Professional outsource customer care call centers have dedicated teams to provide outstanding customer service. This, of course, can give your business a competitive edge. An expert external agency will have a pool of professionals who are highly skilled in your industry.
In addition to that, External service providers typically handle all of the hiring, training, scheduling, and managing of a team of call center agents. This can save your company time, money and a lot of headaches.
4. Increase your efficiency and Broadens your competitive edge
3 in 4 companies view the experience they provide customers as a way to differentiate from their competition (DMG Consulting)
Outsourcing your customer call center ensures your customers receive the help they need…when they need it. This will increase satisfaction, boost repeat orders and make your operation more effective all around.
Wrapping it up
Outsourcing is a good way to go if you want to shave off the unnecessary overhead. A dedicated facility provides the expert managers and workforce, specialized and well-trained people for long term implementation.
96 percent of customers say they’re more likely to consider a brand’s products or services if a sales professional has a clear understanding of their business needs.
Whether you’ve been in business for many years or just starting out, one thing all entrepreneurs know is that sales are crucial for growth. But sales also takes up a fair amount of resources that you might not have.
In this instance, it is best to outsource your sales force to save time, money and other resources while obtaining access to a team with effective sales practices that understand your clients’ needs.
But if you’re still on the fence, check out the 5 top reasons why outsourcing the sales team is the way to go.
1. Lower cost and risk
“Outsourcing and globalization of manufacturing allows companies to reduce costs, benefits consumers with lower cost goods and services” – Larry Elder
Hiring your own sales team requires a multitude of resources. Resources that sales management companies are already spending on their own people.
So why not outsource to an experienced and reliable team that mitigates risk and greatly decreases the cost impact of hiring and retaining an internal sales staff.
2. Save Time
“…It’s in society’s best interests to have the most output produced with the least inputs.” – Warren Buffet
As an entrepreneur, you are juggling multiple tasks at once which makes it impossible to fully focus on your sales team. With outsourcing, you can have a professional sales team operate at the peak of efficiency while providing you space to focus on other important things such as delivering the best product or service.
“Having an SDR who is actually reaching out and having consistent conversations with the right people will develop the trust necessary to build business relationships that foster growth.” – Michelle Cirocco
The most important thing – regardless of size or longevity – is growth. Whether it be revenue or sales growth; growth always holds a key position thus acquiring the help of an outsourced sales team can facilitate quick growth.
4. Snag the best of the best hassle free
“The important thing about outsourcing is that it becomes a very powerful tool to leverage talent, improve productivity and reduce work cycles.” – Azim Premji
A good outsourcing company ensures that its employees, live and breathe sales. Outsourcing to an accomplished external sales organizations gives access to experts who have already spent the time and effort needed to get their work down to a science.
You get to work with people with expertise in sales strategy, sales management, and sales engineering. These agencies offer the talent, provide infrastructure, stability and a strategic plan for fast growth.
5. Cultivate a lasting relationship
“Getting to the point where you sign the contract is a long, hard slog, certainly. But after that, you are faced with the daily effort of making that relationship work,” – Simon Thomas, CIO at retailer Threshers
Outsourcing your sales team means, you’re trusting someone to look at, approach and integrate themselves into your business. It is important that you find someone who will develop a core sales strategy and a sales plan that will benefit your business in the long run.
This should be long-term cooperation as this organization will help you run all aspects of your sales organization.
Outsourcing your sales process can be daunting at first. After all, you’re relinquishing control of critical operations to an external agency. However, it allows you to focus solely on your goals while saving time and money thus growing your business.
For any business, generating new leads is extremely important. If you’re the CEO of a company, you already know that sales are the fuel to your business. Your sales lead generation process needs to attract a constant stream of prospects and convert them into customers.
Sales lead generation is simple but not easy. It can be a struggle especially if your business can’t afford to put a lot of time, money and effort in the lead acquiring process. If so the best thing to do is to trust your sales lead generation in the hands of a professional lead generation company.
Trusting a lead generation company will be tremendously beneficial to your business especially if you are struggling with the following four problems:
1. Your Sales Process is inept
Your sales process can make or break your company. A great sales process follows lead nurturing, which is a set of steps a company takes to take the prospect from lead to customer. A good sales process encompasses all of the following: prospecting, connecting, demonstrating, closing. Studies have shown most sales reps love the last 2 and hate the rest.
If your sales process is sluggish, or not proficient in any of these steps, sales will suffer.
2. Your Sales Costs are soaring
“If you focus on delivering exceptional value, your employee and customer loyalty will help you reach new heights” – Ian Altman
If you notice that your sales cost are skyrocketing, you might want to think about reevaluating your strategy. The first thing you would want to do is cut cost while retaining value.
Ask yourself the following: which services can’t I live without? Do I really have to fire people, or just make them cohesively? Understanding this will allow you to focus your sales resources where they are most needed.
3. Your marketing and sales team are not in agreement on leads
In many companies, sales – and marketing teams do no work efficiently. And while there are many reasons these teams fail to get along, it’s important to dig down to the root of the problem and solve the issue. In most companies, sales drives the process and the goals of your lead gen program MUST be in alignment with the goals of your sales team. The most important factor is to focus on raking in revenue.
4. You have poor brand visibility
“If your business is not a brand, it is a commodity.” – Donald Trump
In this day and age, you cannot afford to have poor brand visibility. You should strive to continuously achieve maximum brand visibility. How, you might ask? The easiest way is through social media, Also try blogging and other marketing channels. You should take advantage of the internet to improve your brand visibility.
Lead generation is the backbone of every company- regardless of size. Therefore you must take this process seriously and put considerable time and effort into doing it right. Whether you are a small or large company, you can always hand over your lead generation process to a professional lead generation company.