Outsourcing customer service is a common practice that businesses (large and small) do to free up resources and manage their brand.
Outsourcing customer service allows a company to focus on growth and other daily business operations while their customers are tended to by a third party. The benefit comes if the third party can offer a level of quality that surpasses internal (in-house) customer service.
When business owners are unhappy, it is generally because customers are not getting satisfactory solutions from customer service which can cause problems with merchant accounts and even government officials.
Most customer service providers charge per minute, and that cost can range from $0.75 to $1.25. There are other fees that tend to change the actual cost.
When a company hires a third party to take calls and messages regarding a product or service for that business.
Yes, some customer service companies offer email response to customers as well as other platforms like facebook, facebook messenger, and other social media platforms.
Third-party customer service is a perfect fit for many e-commerce businesses allowing a sometimes small staff to focus on growth.
Small businesses in many cases are an excellent fit for third-party customer service.
Outsourced customer service provides different levels of service for their client depending on the needs. Some customer service centers can take returns, others can interact with customers via email and social media. There are many options with different providers.
Offshore customer service has garnered a bad reputation because of the obvious differences in communication and culture. However, some offshore call centers can overcome these stereotypes with intense training.
A questionnaire is used by customer service centers to see if the potential client would benefit from their services. General questions are asked about the business and customer service already in place.
When your customer threatens to report your business to the Attorney General.
The average number of minutes your customers stay on the line with your CS.
Business to Consumer
Business to Business
Better Business Bureau.
When Customer threatens to report your good name to the BBB.
When a customer has their financial institution reverse charge from your merchant account.
The CS employee that handles your customers and your brand.
The background and training of your CS Agents.
The type of training your CS invests into the agents handling your customers.
The number of employees your CS is constantly hiring.
Customer Service Collective
When the caller asks to speak to a manager, or makes threats.
When your CS charges you more for passing a customer on to management or handling threats.
Any number of large 100 + seat call centers handling CS.
The cost of your CS per Minute.
When your CS is able to get the customer to stay on a billing cycle.
When your CS gives money back to the caller.
Revenue minus Refunds.
When your CS sells to customers who call in for customer service.
The pre-written responses to customer calls about your product or service.
A new employees first month on the job.