Benefits of Outsourcing your Customer Service by DOS

One of the areas of companies that are usually outsourced are those related to customer service: telephone answering service, live chat and order management etc. Having outsourced services can be a great advantage for a company, but Beware, if subcontracted companies are not well chosen, the experience can be counterproductive.

Below we will discuss the advantages and recommendations of outsourcing related to customer service.

Outsourcing Advantages:

1. Having a specialized company improves customer satisfaction with our company or brand: Outsourcing to companies that are experts in handling certain types of services or areas is a great advantage because by considerably increasing the resolution rates of incidents by half of them, brings improvements at all levels . In addition, being able to trust companies dedicated to dealing with customers can position DOS at a higher level compared to the competition.

2. Having an outsourced service saves costs: Costs will be saved in several ways. For example, we will not need to develop software for the management of calls or incidents, since our subcontractors can provide it to us. On the other hand, creating specialized departments within our own company, using internal resources of personnel, can be very expensive economically and time. In addition, if we do not have sufficient funds to hire internal personnel to carry out this type of work, we would have to use our own workers, which can lead to a saturation of them in the execution of their own tasks and the new ones. that they can be entrusted , losing effectiveness over them.

3. Outsourcing allows us to dedicate ourselves to the most relevant areas or key activities: Basically, it allows us to dedicate ourselves to what we want or consider of greater importance, or to aspects that can not or should be outsourced for different reasons such as confidentiality, laws of Data protection, or the main activity of the company, because it is too complex or specific.

In summary, the main advantages of outsourcing are summarized in: advantages related to the improvement of the business image, advantages related to economic reasons and advantages related to saving time.

When deciding to outsource a service, it is advisable to take into account a couple of considerations:

1. The company in which we outsource the service must assume the values ​​and company policy, we must be clear on who we place our trust.

2. Maintain a fluid communication between both parties. It is very important that the communication between the contracting company and in which the service is outsourced is fast and efficient. Otherwise, work may be hindered and mistrust may start to appear that would harm both parties equally.