Why You Should Outsource Your Overflow of Customer Service Calls

Receiving customer service calls means that your customers know they can contact you for assistance, but when you have an overflow of them, it can change that perception.

When you have tons of customers needing your help, it can lead to many not getting responsive and timely answers. Or they can feel rushed from the conversation. These can bring your company’s perception down rapidly.

Perhaps you’ve been toying with the notion of calling all customers in an outbound, proactive approach to either touch base, understand their new needs, or just simply – to show you care. While there is no telling when we will go back to business as usual, it is important to make decisions now that will benefit your company in the future. Ultimately, outsourcing your overflow of customer service calls will eliminate the costs of:  

• Hiring New Employees 

According to HubSpot, “Labor costs are never cheap” and “it can sometimes be tough to determine the perfect number of people to hire.” Additionally, as everyone works from home and practices social distancing, hiring new people is probably the last thing on your mind. Hiring new employees also takes a lot of time out of your already busy schedule – time that could be dedicated to other important tasks. However, with an overflow of inbound calls, how are you supposed to maintain good customer service without increasing your staff size?  Outsourcing your overflow of customer service calls will minimize your workload, allowing your company to give the best customer service to each customer, while an outside party assists in the process. 

• Training New Employees 

In the event that you do hire new employees, there are costs associated with training them as well. You can’t expect new employees to already know how to do the job, you need to teach them what you expect from them. However, as your company has shifted to working at home, training any new employees will become a challenging task, as will finding the time to train these new employees. According to the article referenced above, “Everyone who answers the phone should make the customer feel like the most important customer in the world”. Scripting on service topics such as product knowledge, “top 10” answers to questions, as well as soft skills like empathy, tonality and patience are perhaps even more important than what is said. If you outsource your overflow of customer service calls, or desire to take a proactive approach to customer outreach, you will be working with people that are already experienced and prepared to provide high-quality customer service. With the help of outsourcing, the transition from being overwhelmed with calls to sharing the workload will be seamless.

• Balancing Extra Payroll Costs 

Outsourcing your overflow of customer service calls will help you manage the uncertainty of payroll needs in the next few months and ensure that you can navigate the ups and downs that can occur.   

Change is never easy. If you are noticing a sudden influx of inbound calls and are looking for ways to handle your workload better, outsourcing your overflow of calls may be the answer. Doing so will save you from the costs associated with hiring new employees, training new employees and promising job security to these employees when life returns to normal. If outsourcing your overflow calls seems like it will work for your company in this unprecedented moment of time, MarketReach is now offering inbound call services that will offer knowledge, peace of mind and empathy to those inbound calls who need answers.  

Schedule a consultation today!