Are there Outsourced Customer Care Solutions?

Businesses that deal with a lot of people need to make sure that their customer care solutions are better than their competitors. Although not all customers are the most pleasant and cooperative people on the planet at all times, they do make up the part of the business that brings in money. If the majority of the customers are happy, they are more prone to return and continue to purchase goods, services, or whatever.

What is Customer Care?

Customer care basically means exactly how it sounds. Taking care of the customers when they need help. It can be face to face, over the phone, through chat, or even through email. However the company chooses to care for customers, there should be a lot of care that goes into the effort.

Some of the more common instances where customers need help are:

  • Locating products
  • Understanding product variables
  • Technical difficulties
  • Finding prices
  • Choosing the right product
  • Correcting company errors

In many cases, a company worker will get an order wrong, overcharge, not know where an order is, and other easily-made mistakes. Yes everybody makes mistakes, but the way that the company handles these mistakes makes an entire difference.

A person that is skilled at caring for customers that has a positive attitude and practices patience at all times will have much better luck calming an angry customer than somebody that is stressed out and throwing off negative vibes.

In many cases caring for the customer means making sure that the needs of the customer are met and that the company puts them first, at least until the problem is resolved.

Outsourced Customer Care

One of the greatest ways to ensure the best type of customer care is to hire an outside source that specializes in customer care solutions. People that are experienced and trained in the art of customer service tend to do better with customers than ones that are not cut out for that kind of work.

  • Experience
  • Training
  • Mindset
  • Personality

These four elements make a big difference in the way that people interact with other people. If you get a customer care team that actually cares about the customer, you are doing really well.

For example, there are millions of different types of industries all around the world. Most of these industries are successful in what they do because they have a team of workers that come together to make things work as a whole. When you go into a restaurant you are greeted and cared for by a waiter or waitress, but you hardly ever see the chef.

Where some people are skilled at writing code or fixing cars, others are skilled at communicating with customers. In the cases where businesses have great success, there is always somebody that deals with the customers and somebody that does all the work.

What happens with a lot of smaller companies that do not have the bandwidth to care for a multitude of customers is that they either fail their customers or they look for somebody to hire to help them with the customers.

The cost of a fully-burdened employee compared to the cost of hiring a third party to handle the customers is pretty significant. Where a company can pay a third-party a flat rate for workers, the same company will have to pay triple the amount of money to hire an employee. After insurance, social security, taxes, and every other cost that the company can incur behind hiring a new employee the expense can get pretty high.

Outsourced Services vs. In-House Services

Obviously, the first thing that business owners will look at is the cost. Not merely the cost of hiring people, but the overall cost of the initial onset and far into the future. If a company is contemplating constructing a separate department that solely cares for customers, there should be a lot of thought into the process.

Outsourced services will definitely cost less in the beginning. However, there is the element of business familiarity that comes with the customer service area. Will an outsourced company be able to represent your business as well as a person that you hire from within? Let’s take a look at that.

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When you hire people that are not familiar with your company you are taking a risk. Whether it is from a third party or from an ad on a job-seeking website.

People looking for work tend to:

  • Take whatever job they can get
  • Continue to seek better opportunities
  • Find other jobs and leave

People that love what they do tend to:

  • Have a better attitude
  • Look for opportunities where they are
  • Stick around and grow with the company

If you are the type of company that has a lot to offer an employee such as growth, long-term employment, raises, and so on it may be beneficial for you to hire your own department with a manager and a few supervisors that can make it all come together in a clean, reasonable manner that leaves you out of the mess.

If you are not prepared to offer your workers the kinds of things that will keep them loyal to your company, you might be much better off hiring a third-party organization that has its own staff and can offer its own employees reasons to stick around and be an asset to the company.

There is a big difference between people that are looking for work and people that are passionate about what they do. Some people thrive by working with customers and love to spend time talking to them all day long. Some people seriously hate working with customers. When you hire an outside company that hires only the kind of people who like to work with customers, you don’t have to worry about the little issues that can be time-consuming, all you have to do is whatever you do best while the outside company handles the hard work.

If the company plans to build an entire department or team that specifically deals with customers and handles all of the issues that come with them they might have a better standing further down the line because of in-house loyalty. However, a third-party company that specializes in caring for customers already has a team that gets incentives and other perks.

Outsourcing in a Nutshell

The term “outsource” has gotten a bad name because over the years it has been associated with companies that hire workers that are in countries that allow really low wages. In some cases, an overseas company will charge pennies on the dollar for wages. Although it may still happen in some cases, most companies that offer third-party customer care services are right in the United States.

The company will be a fully-established organization complete with managers, salespeople, workers, equipment, and everything else that it takes to run a successful business that gets things done the right way.

For small companies that do not have the means to hire a complete department, it is a win-win situation when they choose to outsource their customer care. Not only do they get a complete staff that knows how to deal with people, but they are also backed by the company that they hire and don’t have much to lose other than maybe a little time.