Offshoring and Outsourcing is not limiting
“Each year the average company loses 10-15% of it’s customer base” (Bain & Company)
The debate rages on as to whether the expertise to conduct the traditional outsourced roles and now also customer care, help desk, reception and service roles is right for your local business or will it bring more sources of dissatisfaction – mainly with the thought of the loss of direct control over key customer influence areas like securing that new customer or offering alternative ventures.
Offshoring overseas can be awesome for the hip pocket in back stage business works, including websites, SEO, data entry, marketing, creating visuals and content development. Time zone differences can mean, while you sleep your works are continuing to be completed and beat traditional deadlines. The down side is the issue of catch up with your contacts, expressing your ideas and then the understanding of these to the desired delivery. Cultural differences and language barriers can prove interesting, mistake ridden and frustrating.
Outsourcing your reception services are not limited to help desk and customer service. Yes you can outsource to Australian owned and operated Reception services that do not outsource overseas, like Gretchen – Your Local Customer Carers. This particular service is as diverse as it can get depending on the scope and requirement of your business. Outsourced reception services for your business is not a new venture, not all small business organizations understand the importance of outsourcing their customer help requirements and how it can help you improve your business operation without acquiring additional cost.
The best news is outsourcing is no longer a dirty word and it is smart thinking to leverage your time. New and existing customers wish to engage with your business using different channels like phone, email, sms, website contact forms, booking online, subscribing, social media. In Australia, where it is easy to start your own business, go out on your own and offer your service or product, the actual cost to run said business is high. Employee costs rank at the top of this list in potential overheads and the biggest threat to a customer loyal retaining business.
Telephone answering differs from many other operational functions in its intimacy and the weight of responsibility it carries as Customer Carers protect the client’s brand, help shape the reputation and do more than just take details. Who want’s to have their details taken these days? Not many, but we do want to have an experience, feel we are heard and the person on the phone can answer and almost anticipate our reservations, questions and be informative. This in turn gives the caller that sense they have called the right place and stop the search which is already open on their mobile google search.
Understanding the benefits of outsourcing and how it can help improve your business is essential if you are looking for better ways to increase your profitability and work efficiency without losing the connection to your existing and potential customer base. Take the time to touch base and brain storm to get your best outcomes. Stop assuming and find out.
Here to answer questions,
Author: Andrea Blunden
Local Customer Carers ph: 1300 740 078