Benefits of Customer Experience Outsourcing
To meet the needs of the NOW Customer, many CX leaders are turning to customer experience outsourcing. What benefits does it offer over in-house solutions?
The on-demand digital economy and the high standard set by companies like Amazon have created a new kind of consumer — a “NOW Customer” who is always on (and always online) and expects rapid resolutions and engaged interactions from their brands at all times and across every touchpoint.
Business process outsourcing contact centers
NOW Customers expect rapid and empathetic resolutions on their terms (not yours). When companies miss the mark, they leave NOW Customers feeling neglected and leave revenue on the table.
The traditional contact center model (aka BPOs) isn’t built to meet the needs of the NOW Customer.
Fixed staffing, training, and scheduling force CX leaders to make costly compromises that ultimately leave customers feeling deflected and neglected.
To revolutionize customer experience, think outside the contact center
There are many different ways to outsource your customer experience. From complete off-shore solutions to bespoke on-shore teams to NOW CX — there are options that compliment your current operations and contact centers.
Depending on your needs, you’ll need to study the benefits and determine for yourself which ones are important to you.
Predictable, optimized costs
Let’s start with dollars and cents. A lot of businesses turn to outsourcing because they find the costs are more aligned with their resources. Outsourcing is not always a low-cost silver bullet, although there are many options that undercut in-house costs (with an expected drop in quality).
Having an in-house customer experience team means paying salaries and benefits. Add in the cost of on-premise technology, management, and overhead, and you have a large, fixed cost dragging down the ROI of your CX every month.
Companies often opt for NOW CX outsourced service because it replaces these unavoidable fixed costs with a more flexible pay-as-you-go option. As your business scales up and down, you only pay for what you need. Making sure you’re always right-sized and cost-optimized.
Let’s face it, providing customer experience through a contact center is not your core business. But for business process outsourcing (BPO) call center companies, it’s all they do. And they are very good at it.
It might take you several years and considerable expense to thoroughly train your team to deliver the levels of customer experience that fit your brand. And that could all be wasted as your best agents move on to other jobs.
Outsourced customer care can be perfectly tailored to your brand in days with agents who are used to being coached and trained. And as you have complete control over the human resources available, you can hand-pick a team to tackle special projects or peaks in demand.
Technology with no overhead
Contact center technology is advancing at a pace that’s hard to keep up with. The recent pandemic has brought this to the fore with teams having to go remote and needing the technology to still perform at their best.
Outsourced customer care takes the technology cost and complexity issue out of the equation. You do not have to rip out legacy on-premise technology to pivot to new working practices. BPO companies bear the brunt of new technology investment and ensure their contact centers are up-to-the-minute to for flexibility and security.
Open for customers 24/7, 365 days per year
Your customers now expect an excellent customer experience at any time of the day and every day of the year. In-house contact centers are not always able to deliver this. It might be because they have long-standing labor practices and traditions or they do not have the ability to hire extra shifts.
Outsourced customer experience answers these 24/7 staffing needs by providing teams at your request, available when you, and your customers, need them.
Better risk management
Like other examples of business process outsourcing, when you outsource your customer experience you spread the risk. As we have seen recently, entire companies can be affected by health issues. A BPO call center, for instance, might not be affected like the rest of the business and be able to maintain business continuity without your customers being aware of a problem.
Risk, or lack thereof, also applies to legal and human resource issues. BPO call centers handle all the exposure and in most cases shelter you from lawsuits and other issues.
It’s up to you whether customer experience outsourcing is right for your business
Having a top-notch, outsourced customer experience is something that could greatly improve your CX and CS. It’s one of the best ways to gain trust, prevent a bad review, and convert a potential customer into a paying customer.
Staffing with 24/7/365 coverage, when customers expect always-on availability can be expensive with traditional solutions. But a quality outsourced option is always available should you need it.
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