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Tips for Outsourcing Customer Support

by: Mary Christine Galang

Monday, September 4, 2017 |

Customer support is one of the most common types of service businesses that are being outsourced today and is considered as a high revenue-generating business operation. In fact, a 2015 study projected that the outsourced customer care services will reach an $84.7bn value by 2020.

This is why businesses nowadays not only turn to business process outsourcing (BPO) firms that specialize in customer support for cost-saving measures, but also as a strategic step to gain significant growth through higher volumes of prompt and personalized outreach that translate into sales.

Outsourcing tips

If you are considering outsourcing your customer support functions, keep in mind the following:

  • Outsourcing offers a great deal of convenience, and you must take advantage of it. More than reducing costs, it also provides a great deal of flexibility. Gauge your situation and address it as you see fit. Ask yourself these questions: How much volume of customers can your in-house staff handle? Do your customers need services that aren’t available or you can't provide with your current resources?
  • Assess your needs. Be proactive and smartly anticipate ahead. What kind of customer support functions best fit the type of products and/or services you offer? What is the most efficient function to do more outreach?
  • There are many types of outsourcing firms that offer customer support. Find the right outsourcing partner that specializes in the type of support your business requires. Your partner should not only provide help but should also complement your operations and core values as well.
  • Consider location. The Philippines is one of the top destinations for business process outsourcing (BPO). Its call center sub-sector alone accounts for more than 70% of the BPO revenue. Filipinos are well-known for English fluency and deep familiarization with the Western culture, which result in higher overall customer satisfaction. Philippine-based BPO companies such as MicroSourcing offer innovative solutions to maximize customer support functions to best contribute to your company's growth.

Learn more about MicroSourcing's extensive customer support services and how it can work for your business today.

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