There are many challenges faced by startup organizations looking to scale quickly. These include grappling with competitors and facilitating rapid business growth, all while meeting consumer and customer demands. Organizations that are able to scale and grow quickly understand that driving efficiencies from the get-go is a must. What better area to do this in than your customer service department? Getting your customer service strategy right is a key growth driver and can make or break any organization.
The facts speak for themselves, with 14% of start-up businesses failing due to not paying key attention to their customers' needs. 90% of Americans consider customer service when deciding to do business with an organization and a further 58% are likely to switch companies because of poor customer service. For any start-up, this level of risk needs to be managed without adding additional pressure. Not investing in your customer service function from the outset could impact the potential for exponential growth. So, how can new organizations invest wisely in the development of a sustainable customer service function?
A solution: offshoring.
In this blog, we will discuss customer service offshoring, the benefits of customer service offshoring for new businesses and how you can set up an offshore customer service team from scratch.
Customer service offshoring, also referred to as call-center offshoring, is the process of hiring team members overseas to complete customer service or contact center-related tasks. Customer service essentially has the power to make or break your business - it's key to business success. By delivering top-notch customer service, your business can increase customer retention and acquisition rates, ultimately leading to improved margins and profitability.
Customer service tasks and roles that can offshored include, but are not limited to:
Providing good customer service is challenging for organizations at any stage or size. But start ups can find it especially hard to deliver the service quality their clients and customers expect. The most common reasons are:
No doubt, most start-ups are well aware of these difficulties and the challenges they present when trying to grow rapidly. Start-up organizations are better off focusing their funds and resources on creating go-to- market strategies to facilitate business growth. But, the catch is, how can you scale quickly to meet demand easily to support this growth? Let third-party experts, such as outsourcing providers, add value to your organization by looking after your customer service functions.
Customer service lends itself well to the offshore model. It's usually a high-volume activity - quite repetitive and process-driven. Plus, customer service roles can often be hard to fill onshore.
For start-ups, all of the following factors mean offshoring your customer service is a smart choice:
Being prepared is a key component that will ensure your outsourcing journey is ‘done right’. Here are a few key tips to consider when deciding to offshore your customer service:
To support a startup organization’s goal of exponential business growth, establishing a robust and sustainable customer service strategy is a key pillar and outsourcing can be the added investment to making it work. Finding an offshore provider who can increase customer service efficiencies will do wonders for your bottom line. They are experienced and provide highly qualified candidates, especially given the current global talent shortage. Financially, keeping things in-house can seem ideal for new businesses, but looking long-term, offshoring your customer service is an investment many don't seem to regret.
For any successful start-up, having the operational support to balance increasing demand and rising costs becomes a priority. Discover how a high-tech IT start-up used offshoring to aggressively expand their operations and produce more than ten times the output by downloading this case study.
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