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Improve your Customer Service with Outsourcing

June 20, 2015

Great customer service is essential for any business; happy, satisfied clients are after all, the linchpin of success. The importance of this assertion comes as no surprise to business managers, but devoting enough time to forging a good customer support department is often not possible in a busy company. The countless other factors and considerations that run a business often require most of management’s attention. So it becomes a juggling act; trying to find a way to maintain and improve excellent levels of customer support at the same time as managing the core functions and responsibilities.

It’s a natural progression that the more time and attention devoted, the more sales potential the service will have; but what if you simply don’t have the time? This is where outsourcing can help. A customer survey by KPMG states that “48% of UK companies choose to outsource to improve their customer services”

56% mentioned that outsourcing is necessary to access certain skill sets, since previous years’ cutbacks have caused a shortage of key skilled employees within companies. The KMPG study also showed that 77% of the respondents plan to keep, if not increase, their levels of outsourcing, with 45% likely to boost their IT outsourcing over the next 12 months.

The main point to consider when choosing outsourcing as a business tool, is how it will help businesses to improve the quality of their customer support – it’s a business plan that will give a quick ROI in the short term, with long term results when it comes to client satisfaction.

  1. Quality is Priority
    When outsourcing your customer support team to a trusted BPO partner, you immediately make it their top priority to provide you and your clients with exemplary service. They take on that responsibility for you and they take pride in what they do; a profession that affords them with the knowledge and experience to create unmatched quality in customer service – that’s undoubtedly something to be proud of.
  2. Access to a wider variety of talent
    By outsourcing your helpdesk/customer support team, you will benefit from high quality staff, specially selected and trained to meet the specific needs of your business.
  3. Accessibility
    Outsourcing provides a consistent service that would be available 24/7 for your clients; in cases involving international clients, being available at any time, day or night is critical. 24/7 cover is something many businesses would not be able to afford in-house, but outsourcing can provide this service, letting you sleep soundly at night while your outsourcing team keep your services running.
  4. Focus on your core functions
    Outsourcing your customer care will give you the freedom to dedicate your full attention to sales or other major business processes. That way you can grow your business while the experts are taking care of your clients’ enquiries.

And those are just a few of the benefits companies can expect when they make the decision to outsource. Depending on your specific needs, we can tailor-make an outsourcing solution to suit you.

Caroline Daniels, business owner and lecturer in entrepreneurship at Babson College, puts it perfectly – “Customer service has got to be a balance of high tech and high touch.”

With our expertise and experience, ProcessFlows continues to excel in the outsourcing industry – so when it comes to BPO your choice really couldn’t be clearer.

For more information please contact us on +44 (0) 1962 835053, email

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