Customer service is an essential part of your company because, like it or not, customers are the lifeblood of your business. Keeping customers happy and satisfied is of utmost importance. Even if you have the best products and services in the world, without customers, a business has no profit and has no reason to exist.
Many companies do not have sufficient time and resources to maintain top-notch customer service and support services. Some want to focus more on creating excellent products and services, and so allotting time for customer service becomes secondary. There are companies that do not have enough employees dedicated for the sole purpose of serving their customers’ after-service or after-purchase needs. These businesses may do well for a while, but over time, as their clients and patrons increase, service may become bad enough for their customers to switch to a competitor brand in search of better customer support.
You do not want that to happen to your company, and so offering the best products and services should be equally as important as providing the best customer service and support to your clients. The Superstore helps you find a suitable outsourcing company to help with your customer service needs. A reliable BPO firm will help keep your customers happy and satisfied without placing an extra burden on your existing staff, letting them focus more on their core competencies.
Here are some reasons why it is better to outsource customer service.
Outsourcing suppliers utilise the best customer service tools on the market. Below are some of the core customer service tools, for the leaders in the field.
We outline some of the most commonly outsourced customer service and support roles. The Philippines now offers some of the best customer service representatives and can be at a fraction of the cost to ‘Western’ equivalents.
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The Source Superstore offers the widest range of productised outsourcing services. The Superstore offers incredible packages, supplied by some of the best companies in the industry and offer market-beating discounts.
The Source Superstore offers four pricing tiers for easy navigation and comparison. With the Superstore, you get a precise service, delivered within a distinct timeframe, for a clear price.
|Great starter packs||Deeper deliverables||Done-for-you packages||Advanced outsourcing insight|
|Save up to 30%||Save up to 35%||Serious savings||Comprehensive deliverables|
|Huge range of services||1 month OA support||1 month OA support||3 months OA support|
|Shop $199||Shop $599||Shop $1,299||Shop $5,999|
The Philippines is considered the ‘Swiss banking of outsourcing’. The country has been outsourcing longer than any other nation, so it has incredible expertise in the area, plus it has incredible cultural alignment with the ‘West’, a very young and well educated population, and English is a native language.
There are several different ways to get outsourced work done, and hiring a BPO company is just one of them. Another way to do it is to employ freelancers through an agency or directly hire an individual freelancer via his personal online site. These routes can be hard because you have to do a lot of research to find the best outsourcing websites and freelancers available.
However, there are also websites that make the search easier. Websites, such as Upwork, cater these individual and agency freelancers. These websites act as a marketplace that sign up individual and group freelancers all over the world. Companies who need to outsource portions of their operations can visit them and look for third-party service providers that could accomplish their requirements. Some of the most common outsourced jobs for individual freelancers are content writing, creative writing, product description and reviews, virtual assistance, and encoding.
If you want to work with an individual freelancer, then you can choose to do that. Working with an individual lets you have direct contact with the person when it comes to project development, project timeline, and payments. Workflow is easy with straightforward communications.
You can also choose to hire someone from an agency. Going this route means that you are given a contact person from the agency, and they will provide you with the staff that you need. Payments and complaints, if any, are coursed through the agency’s point person assigned to you.
The BPO company route may be slightly expensive than the other options, but you make up for those expenses with guaranteed returns. In BPO firms, you can be sure that you are working with highly-skilled professionals in their fields of expertise. Meanwhile, you are not certain about the skill level of your service provider when you hire a freelancer directly or via an agency.
Each outsourcing route has its own pros and cons, and so choosing the best option for your business depends entirely on the risk you are willing to take. The table below shows a comparison of these different outsourcing routes and some of their features.
|Verified Outsourcing Partner||✔||❌||❌||❌|
|Backup and Security||yes||varies||none||minimal|
|Trained and Skilled Professionals||guaranteed||varies||uncertain||uncertain|
Seat leasing and staff leasing are two other forms of outsourcing. However, they are quite different from the comprehensive outsourcing offered by BPO companies.
Seat leasing means renting a workspace or “seat” for a fixed sum each month where your employee can work on his tasks. The best seat leasing providers can offer you warm seat leasing or cold seat leasing options. Warm seat means that the space lender will also provide you with the staff that will fulfill your requirements. In cold seat, you have to find your own employee and rent the space only. Seat leasing would be ideal for startup companies that do not have that much capital to hire regular employees. It is a cost-effective way of getting some of your operational tasks done while you focus on running or promoting your business. The temporary nature of seat leasing is also an advantage since you get to further grow the business before investing in actual office space and equipment.
On the other hand, staff leasing means that the outsourcing company will provide you a set number of employees for an agreed number of days. Basically, it is almost the same as BPO outsourcing, but the length of outsourcing time or contract is quite short.
Staff leasing allows you to gain the benefits of having skilled employees anytime you need them without going through the hassle of recruitment, payroll, benefits, and other human resource concerns. The best staff leasing companies already have a talent pool where they can pluck out the specific skilled worker that you need. You only need to approach the leasing company, inform them of your requirements, and they provide you with the right staff to accomplish your goals.
Comprehensive outsourcing, also called complete outsourcing, is much more all-encompassing in nature as compared to the previous two. The BPO company is hired to manage all of the processes and activities for a certain operational task you hired them for. All aspects of that specific task will be managed on your behalf, virtually eliminating your need to allot time and resources to it.
There is only a thin line differentiating comprehensive outsourcing from staff leasing. In simple terms, staff leasing companies provide you with manpower primarily while BPO firms help with operational processes and other tasks as well.
The table below shows the difference between comprehensive outsourcing, seat leasing, and staff leasing.
|Comprehensive Outsourcing||Staff Leasing||Seat Leasing|
|Skilled and Experienced Workers Provision||yes||yes||n/a|
|Recruitment and Training||yes||varies||n/a|
|Payroll and Benefits Duties||none||varies||n/a|
|Hiring or Contract Duration||varies||varies||transient|
Outsourcing can be integrated into almost any business, in any business sector. Virtually any business function that can be done from in front of a computer monitor, can be outsourced. There are some more commonly outsourced roles though, and it might be wise to start with these roles first. We outline some of those here:
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