Have you ever heard of outsourcing customer service? At first, the idea seems like the opposite of what “good customer service” is supposed to be. Shouldn’t you yourself be providing your customers with the best service possible? After taking a step back and looking at your business from a 10,000-foot view, often you’ll find that outsourcing customer service is just what you need to do to provide the highest level of support. Outsourcing customer service is a great way to increase customer retention rates while also gaining brand-new customers. When it comes to outsourcing, call center services are a great place to start. Millennial Services provides companies with a team of outsourced agents to answer phone calls. Our agents are well-equipped to handle issues and solve problems. If you are still hesitant about the idea of outsourcing, let us help you debunk some common myths.
Agents Are Always Abroad
When most people think of “outsourcing,” they think of an agent sitting 5,000 miles away in another country, answering phone calls. Sometimes customers come across language barriers in these situations, making it difficult to receive the help they need. At Millennial Services, all of our agents are US-based and English-speaking. In fact, when a customer calls your helpline, they won’t even realize that they are speaking with an outsourced agent. Our agents fit in seamlessly with the employees at your company.
Agents Don’t Understand Your Business
Another thing business owners worry about is that outsourced agents won’t truly understand the ins and outs of their company. Business owners fear that because of this, outsourced agents won’t truly be able to provide high-quality support to customers who call the helpline. This couldn’t be further from the truth!
Outsourced agents at Millennial Services know your company like the back of their hand. We make an effort to sit down and meet with our clients as many times as necessary so that we fully understand what it is your business does and how we should respond in any situation. For example, how does your return policy work? What are some other products we could recommend to customers who are seeking advice? How can a customer apply their coupon online? The list is endless! The main point is that we are willing and able to learn everything there is to know about your business in order to provide excellent customer service.
Your Customers Won’t Get The Best Service With Outsourced Call Center Services
A big myth about outsourcing customer service is that your customers won’t receive a high level of support. The exact opposite is true! Your customers can receive better support through outsourcing. By outsourcing your call center services, customers will experience shorter wait times and will always be answered by a real person instead of a robot or answering machine. A study done by Velaro shows that customers aren’t willing to wait very long to receive phone service. 32.3% of respondents said they were unwilling to wait at all, and 30.2% said they would only wait 1-5 minutes. As you can see, having no wait time or a very low wait time is crucial. Customers who receive immediate help over the phone are much more likely to come back and shop with your business in the future.
At Millennial Services, our agents can staff your call line 24/7/365. This 24/7 help means that calls will always be answered, even if it’s a Sunday afternoon, Easter, Memorial Day, etc. Next time you think outsourcing call center agents will decrease your quality of customer service, think again!
In addition to call center support, Millennial Services provides outsourced agents to answer your emails, run your live chat, answer requests over social media, and more! Customers today expect omnichannel support. It can be difficult for a business to provide complete omnichannel services without the help of outsourced agents.
Outsourced Call Center Services Are Too Expensive
When you own a business, it all comes down to the bottom line. We get it, but we think you’d be surprised that outsourcing customer service can save you money in the long run. Think about how much money you spend on employees dedicated to answering calls all day. Between their salaries, training expenses, health insurance, etc., it adds up. By outsourcing, you can eliminate positions at your company wholly dedicated to answering calls. These employees can also be reassigned elsewhere to do more meaningful tasks. By outsourcing, you will have an entire staff of agents ready to assist customers 24 hours a day, 7 days a week, 365 days a year.
Outsourcing customer service is a practice that comes with a whole lot of myths. Fortunately, all of these myths can be debunked. Outsourcing customer service is a great way to save your company time and money while improving the quality of the support you offer. It helps increase customer retention rates and draws in new customers. Outsourcing allows your customers to receive help from an agent 24/7 with little to no wait time.
At Millennial Services, we not only provide call center services, but we also provide omnichannel support for your customers. It’s 2021, and customers expect nothing less than being able to interact with companies in various ways including email, live chat, and social media. Our agents spend a lot of time learning the critical details about your business and operations so that they can provide high-quality support to customers. For more information about outsourcing customer service and how it can help your business, contact Millennial Services. We are ready to help meet your customer service needs and provide you with the best support possible!