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Be it managed internally or delegated to an external partner, the final expense of customer service hinges on a range of factors, such as:
Especially among smaller enterprises, there exists a certain unease when contemplating collaboration with an external provider to uphold both customer experience and relationships. Many of these businesses have already excelled in customer retention, creating a natural apprehension about seeking external support to maintain these valuable relationships.
Indeed, the actuality is that delivering subpar customer service, a prevalent issue with in-house solutions, could potentially incur higher costs than opting for outsourced customer service. What leads to this scenario? Let's delve into a comparison of the two:
In theory, opting for in-house customer support appears to be a robust solution. The ability to oversee all customer service calls and offer tailored training to your hired agents creates a sense of control. If the only costs involved were hiring and training a few extra full-time support agents to ensure brand loyalty, it would be a justified expense.
Nevertheless, the reality is that in-house contact centers often incur significantly higher costs, considering the multitude of factors essential for delivering an exceptional customer service experience. Ironically, in-house solutions might inadvertently undermine brand loyalty.
Why does this happen? Establishing and running in-house customer support requires a substantial investment of both time and money. As you familiarize yourself with the intricacies of a new industry, response times are likely to lag as new customer service representatives strive to become experts in your brand. Consequently, each dropped call, unattended issue, or frustrated customer contributes to the erosion of brand integrity. Over time, companies grappling with these challenges risk being labeled as "unresponsive." In today's digitally connected world, poor customer service and dissatisfied customers can spell the demise of a business.
The cost associated with an outsourced customer support company varies based on the pricing model you opt for. Outsourced solutions are typically available on a per-minute, per-hour, or customized pricing structure tailored to your business needs. While the initial investment may seem substantial, it proves to be a lucrative return on investment in the long run.
By outsourcing your contact center requirements to seasoned customer service providers, you also offload numerous challenges that accompany it:
In essence, the average cost of outsourced customer service proves to be a self-sustaining investment. By alleviating these challenges, outsourcing covers various aspects, including:
Additionally, an outsourced solution empowers you to gather and analyze valuable metrics related to call volume and purchasing patterns. In the event of unexpected disruptions, like a sudden power outage during a thunderstorm, the assurance of a redundant facility ensures that not a single customer inquiry is missed, allowing you to breathe a sigh of relief.
Take a detailed look at our available plans to find the best fit for your business.
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