Last updated on June 15, 2021
Businesses these days are increasingly divided by the timeless argument of whether a company should stick with the typical onboarding process of in-house employees or resort to hiring an outsourcing agency to handle customer assistance and after-sales services.
Regardless of how we scale it, it is difficult to come up with a definite answer.
There are several aspects that you need to consider before reaching a decision on whether to stick with an in-company team or try a different setup through delegating end-user assistance tasks to an external staff. First, you must have a prior understanding of how outsourcing really works, and what makes it different from working with an in-house team. Another thing you can do is compare the advantages of outsourcing customer service and the specific benefits of in-house customer service to know which of the two suits the structure and requirements of your business best.
Does this context still boggle you? This article might come in handy! Here, the differences, pros, and cons of working with an office-based team of customer support representatives will be compared with that of joining forces with an externally redistributed help desk team, will all be discussed.
To start off, here’s a brief definition of customer service.
Customer service refers to the assistance that a particular business provides before, during, and even after a purchase takes place. The business’s customer service team must be able to share product knowledge and information, address customer complaints with immediacy, and/or answer FAQs when necessary. Customer service does not only improve the overall user experience, but it also enables businesses to foster a more trusting atmosphere for both the business and its customers.
Customer service can be delivered using different channels such as email, live chat, voice calls, instant messaging platforms, and several other communication channels.
Generally, providing efficient customer service proves instrumental in thrusting your brand upward. Aside from providing immediate assistance, your customer service personnel can take on many roles in terms of providing the maximum user experience possible.
These roles are not limited to alleviating negativities among customers caused by misunderstood product information or a defective item, delivering real-time client care, and encouraging customers to leave constructive feedback on your brand.
Moreover, having skilled customer service agents means having the capacity to create more conversational interactions to bridge the gap between the business and your customers. Doing so increases the chances of acquiring more loyal customers and exceedingly improves credibility.
Knowing that customer support is an essential aspect in acquiring and retaining loyal customers, it is daunting to ensure that you are equipped with the suitable amount of work experience and expertise in this field. Some business owners opt to hire in-house support representatives since it makes communication rapport building easier. In some instances, there are readily available resources in their area.
Contrastingly, some companies are more driven to expand their workforce through outsourcing. The reason behind this is there is a broader range of skills that they can employ, and some businesses cater to an international clientele. Outsourcing to their target countries will also help them break language and cultural barriers.
Now that you have a background on what customer service is, it’s time to take a look at the advantages and disadvantages of outsourcing customer service.
In other words, you don’t have to start from square one. You get to save more money for onboarding, training, facilities, and resources (but if you have new updates on your services, then that’s a different story). Also, you can pay your outsourcing partner per project within a given time frame. Spending your precious business budget in one sitting will not be a concern.
Be very careful when sharing confidential information about your companies as this can be a determining factor of your company’s demise. See to it that your outsourcing partner is credible and highly reputed. Do further digging about the company you’re opting to outsource your customer support. You can do this by checking their website, past client reviews or testimonials (if there are any).
Moving on, let’s take a look at what an in-house customer service team has to offer along with its corresponding disadvantages.
Most people think that customer service is limited to phone calls.
In fact, there are several forms of customer service channels that you can employ to stay aligned with your clientele’s preferences and requirements. Expanding your customer support reach also augments your business structure as a whole. If you are opting to hire an outsourcing company to handle your customer support services, you must know its specific nuances.
Here’s a breakdown of different customer service tools, features, and channels available as your options that you can outsource to improve the quality of your customer help desk:
This will all depend on you.
There are several benefits of outsourcing customer service that will help fill in the gaps in your work process. Similarly, opting to strengthen your B2C relations with the help of an in-house support agent reaps tons of advantages. You must know the strengths and weaknesses of both work models. Identify what you will gain and what you will lose once you choose to hire office-based or outsourced staff.
It is undeniable that the pros and cons of customer service outsourcing and employing a team of customer service agents internally may be an eternal clash between two prolific work setups. But with proper deliberations and careful assessments, you will be able to choose the right one that will suit your business requirements best. Better yet, you might even come up with a way to fuse them together.
Still don’t know where to start?
New Media Services might help. We guarantee that you get a dedicated and efficient group of customer service pros who can work hand-in-hand with your internal manpower. Our multilingual customer support services allow you to cover a broader range of your target demographics. We use smart and effective communication tools like voice-over IPs, instant messaging platforms, and live chat widgets to ensure that customer experience on your services is boosted and handled aptly with utmost professionalism.
Do you want to know more about our multilingual customer service? Click here!
Help us devise custom-fit solutions specifically for your business needs and objectives! We help strengthen the grey areas on your customer support and content moderation practices.
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