How Outsourcing Customer Services Help Surviving The Pandemic

The COVID-19 pandemic has transformed the business landscape completely. Customer services are greatly affected as organizations struggle to keep pace with the frantic queries and concerns of the customers.

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Things may get chaotic with a small in-house team having to manage long queues, so you need more people to ensure better experiences with quicker resolutions and effective support.

Obviously, outsourcing customer service makes sense in this situation and the reasons go much beyond reduced pressure on the core team.

Here are some more benefits of outsourcing this business process as a part of your COVID-survival strategy.

Better resource management

Whether you are an established enterprise or a small startup, you can never expect to have enough bandwidth to handle every single customer service issue.

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Outsourcing this process to a reliable call center enables you to free up your management and employees so that they can focus on more critical operations amid the pandemic.

Obviously, this translates into better utilization of your human capital, which is the need of the hour when businesses face crises situations like this one.

Excellent customer experiences

Apart from better resource management, you have the assurance of delivering top-notch customer experiences with people who are trained and experienced to handle them.

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Outsourcing to call centers typically cover chat, email, and social media responses in addition to real-time coverage of incoming customer calls.

These trained agents are capable of driving first call resolutions, thus improving customer experience, upselling products and services, and retaining your existing customer base even during the crisis.


Optimized costs

Right now, cost-cutting is a major concern for cash-strapped businesses and this is another area where outsourcing your business processes can help.

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Having an in-house team to handle the same function burdens you with salaries and extra expenses, like benefits and training.

And you also need to have the right infrastructure in place.

By opting for customer service outsourcing, on the other hand, you can reduce the operating costs to a significant extent.

And that’s all without compromising customer experience, agent expertise, or service execution.

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Improved efficiency

Your decision to outsource customer service emerges as a valuable one for your business because it can unlock efficiency through the ripple effect.

Needless to say, the quality of customer service goes a long way in making your business a success.

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If anything goes wrong on this front, the in-house team is bound to get distracted and lose focus on their core responsibilities to resolve outside issues.

With a dedicated expert looking after the process, the internal departments can focus only on their own particular needs and end up being more efficient.

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Access to a seasoned workforce

Right now and otherwise as well, outsourcing is a great idea because you get access to a seasoned team that has probably worked for multiple businesses across diverse niches.

You can expect them to have ample experience in handling the toughest of queries in the most challenging situations.

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Certainly, they are in a strong position to look after the apprehensive callers and resolve the most difficult situations effortlessly and flawlessly.

The benefits of moving to the outsourced model for handling this process are immense.

However, success really depends on the choice of the right partner who is capable of delivering the highest level of services and matching the expectations of your customers.

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Rahul Setia was born and raised in the Kaithal, Haryana. He worked at brands like Jabong, ProProfs etc. He was also in the List of Top 100 Social Media Influencer's 2019 by Status Brew. He lives in Delhi/NCR and is a Digital Gig & Founder of Websites i.e,, Follow me on: LinkedIn, @rahulsetia007 and Facebook.

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