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Outsourced customer service: How to use it effectively
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Outsourced customer service: How to use it effectively

Nearly nine in 10 customers say they are likely to make repeat purchases from companies that provide a great customer service, according to Salesforce.

89% of customers are more likely to make another purchase if they’ve experienced great customer service.

If you’ve been struggling to maintain a consistent level of quality in your current customer service operation and are losing potential clients, you may feel like you’re out of options beyond hiring more people or replacing your existing staff.

However, outsourcing customer service agents could be the key to turning your fortunes around. 

At Face for Business, our team is experienced in helping many companies’ customer service efforts – just look at our case studies and testimonials to get an idea the levels of service we’re able to provide to our customers.

So here’s everything you need to know about customer service outsourcing and how it benefits your business – without risking your company’s reputation.

What does it mean to outsource customer service?

If you only have a small team and are expanding at a rapid rate, or your staff lack the customer service skills to deal with customers in a professional and timely manner, you could be losing business.

But onboarding an experienced outsourced customer service provider like Face For Business solves these problems.

Our dedicated team consists of trained, experienced virtual receptionists who take calls on behalf of your company, while always maintaining a friendly yet formal image.

We work as an extension of your team, meaning callers always feel as though they’ve reached you directly, instead of another agency.

How can outsourced contact centre services work without causing problems?

Outsourced customer service operations treat customers in a manner your business expects

The number one desire for customers when they reach out to a customer service representative is to be made to feel “heard, appreciated and valued” according to customer insights research by Hubspot.

When people call a company, they expect to speak with a friendly, knowledgeable person who can answer their questions and serve their needs quickly.

If they get through someone who sounds disinterested and isn’t knowledgeable, this can be jarring and potentially drive the customer away, ruining your reputation.

This could be one of your biggest fears when you think about outsourcing your customer service efforts.

Putting your calls in the hands of another business can be a scary thought, because you simply don’t know who will be answering your calls and giving your customers that all-important first impression.

But with Face For Business, you never need to worry about this. Our team are trained to answer calls in a manner which fits your business.

We work with you to make sure our expert call handlers have all the knowledge they need to serve your customers and transfer them directly to your business when the time is right.

There’s absolutely no risk to your reputation because our team work tirelessly to treat your customers with the respect they deserve, which will enhance your reputation, not tarnish it.

This leaves you to focus on more pressing matters, knowing your inbound calls are being handled efficiently.

It will help you improve customer satisfaction and retention

If you’ve realised you’re losing a lot of customers at the very first hurdle, outsourcing your customer service could turn things around for you.

93% of customers are likely to do business with a company again if they offer excellent customer service, according to research from Hubspot.

Not only this, but increasing customer retention rates by just 5% can increase profits by between 25% and 95%, according to management consultancy firm Bain & Company.

So there’s a lot of money to be made in improving customer satisfaction and retention rates, even only a little.

By hiring an external customer service provider, like Face for Business, you can take the pressure of impressing your customer base away from your in-house team and hand it over to professionals who live and breathe customer service.

As our team work to delight your customers, you can expect to see your customer retention and satisfaction rates rise exponentially, which will lead to a big boost in your business and an improvement in your reputation as a whole.

You can keep the work between your in-house team and an external company streamlined

Whenever you begin to work closely with another company, there’s always the worry there will be teething problems.

You could be concerned about losing information as it travels from A to B, or that your company values aren’t being properly represented by the external workers.

But at Face For Business, our team has years of combined experience making sure we represent your company to a tee and handle all your information with the utmost care.

This includes working alongside your current team and warm transferring calls to you quickly and easily, giving you all the information you need to further serve the customer, should the situation call for it.

On the other hand, if we’re able to deal with the call in its entirety on your behalf, we’re more than happy to do so, so you can spend your precious time dealing with other important matters on your end.

Answer inbound calls quickly without making the customer wait

41% of customers believe “slow and unresponsive service is at the heart of bad customer service”, according to research from customer service expert Shep Hyken.

That means if you’re making your customers wait to listen to a ringing phone for minutes on end without picking up, you’re already doing significant damage to your reputation.

Having to wait for what feels like hours on end before someone finally answers the phone is one of the biggest customer service annoyances.

But it’s something that can be avoided if you outsource your customer service to a reliable service provider.

External call handlers are ready and waiting to answer all your calls in rapid time, making sure the customer only waits for as little time as possible.

At Face for Business, almost 100% of our calls are answered within 3 rings, giving the customer virtually no time to wait at all.

This won’t just keep them happy, but it will give the impression that you’re a reliable and attentive business that puts the customer first.

The less time your customers have to wait, the less frustrated they’ll be when it comes time to sell them on your products and services, boosting your chances of earning their business.

Outsource your customer service needs to Face For Business

If you’ve been considering outsourced customer services, at Face for Business, our seasoned team of expert call handlers are ready to help you make the most of your customer service efforts.

Choosing Face for Business as your outsourced customer service representative means your callers will always reach someone who will treat them with respect and empathy and will deal with their queries in a professional manner.

If you’d like to find out more about how we can help your business, get in touch with the team today and we’d be happy to walk you through everything.

14th August, 2023

Posted by Face For Business

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