Why Startup Companies Outsource Their Customer Support

Have you ever wondered why other startup companies get so much done right on the get-go? Why they already seem to have outstanding customer support despite only just starting?

You’ll no longer have to hire more employees

If you want what they have, there is one solution: Staff Outsourcing.

Hiring a third party to deal with the customer support side of your business will not only further your success, it also keeps your employees happy while focusing on the heftier end of your business.

Customer support is another monster to deal with on top of managing your startup. It needs a whole team of its own, one that can easily handle questions from customers without sacrificing quality.

Business outsourcing and staffing solutions help up and coming businesses deal with customers. Hiring an outsourcing company will allow you and your team to do what you do best.

But if you’re on the fence about contracting what is essentially a professional contact center, here are the pros and cons to consider:

Pros of Outsourcing

You’ll have access to more talents

If you don’t have a dedicated team to handle customer support, you might entertain the idea of handing it off to someone within your core members that’s available, which will not make them happy.

Then how about giving this task to your sales team? Since they talk to customers already, wouldn’t customer service be up in their alley as well?

It doesn’t always work.

Your sales team has its own duties. They will be focused on closing sales rather than answering queries and appeasing customers. Think twice before you add ‘customer service’ to their responsibilities.

Outsourcing allows you access to a pool of more talents that actually has experience in handling customers. These employee outsourcing companies have dedicated staff agents that know what they’re doing. They are trained to take calls from callers quickly and efficiently.

It allows your inner team to do what they should be doing while someone else takes care of handling customers.

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You’ll have less labor cost

You won’t need to invest in new people if you outsource, since you’ll only be paying your help as the outsourcing company’s contractor.

This allows you to save money and focus more on your core team without having to invest in training new employees. There is less burden on your team and you don’t have to worry about office space and technology

The less people to hire, the less money to spend. There is also no significant decrease in quality, since outsourcing companies are generally stricter with their employees. They have their own set standard to follow so a distinct professionalism is maintained throughout the transaction.

You’ll have better quality control

Contact center agents have a better grasp in quality control standards. After all, their business is all about taking calls and pleasing customers without reduction in value. All calls are recorded and reviewed, which allows managers to see how their agents are dealing with the customers.

Cons of Outsourcing

There is the possibility of communication issues

Seeing as this is a third-party, one of which you have no physical access to if they happen to be headquartered in a different country, there will be some potential drawbacks. It doesn’t always happen with all employee outsourcing companies out there, but it’s still a possibility.

So before you start hiring them, you need to ask some questions.

Where are they stationed and what time zone do they adhere to?
Will it be a problem with your business hours?
What about their communication preference?
Would they rather contact you via email, instant messaging, phone, etc?
Do they have a reliable internet connection?

All outsourcing companies have their method of communicating. It’s up to you to find one that suits you the best. Always remember that communicating with your third-party employees regularly will reap better results.

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You will lack control

Admittedly, you’ll end up giving up control when you outsource, even if you give specific instructions.

Most reasons lie in the fact that you won’t be there to see the operations personally. Most outsourcing companies are located in different parts of the world, which doesn’t allow for regular visits. This means you will be forced to place your trust on the management there.

Thankfully, only a few companies are a bit problematic. Most of them handle everything smoothly with little to no problems, even if you don’t oversee them in person.

There might be quality issues

There will always be a bad egg in the bunch. As professional as most companies are, there’s always going to be that one company that doesn’t do their jobs well.

Find the ones that don’t lack in quality and discipline.

It sounds a little scary to give up control on one part of your business, but it’s ultimately for the best if you want better results. While the decision is still up to you, consider the benefits you will reap in the end.