For small business owners managing their own sales, customer service, marketing, and business growth handling customer service inquires may feel like it is falling to the bottom of your to do list with all of the other tasks you have to manage. You aren’t alone; Insureon reported a survey conducted reported nearly 35% were understaffed but only 20% planned to hire new employees. That leaves many businesses swamped but not yet capable of hiring in-house employees to manage tasks. So, what are these businesses to do? Outsource.
Outsourcing your customer service can be a cost-effective way for businesses to regain control when they are feeling understaffed but don’t have the means to hire more employees just yet.
When a business is on the cusp of growth and current employees are feeling overburdened with their job tasks, customer service is typically the first to suffer. Answering the phone with patience becomes less important when a large shipment needs to be received or a waiting room is overflowing with clients or patients. Overworked employees become more stressed by their job and that increase in stress can be seen in their overall work performance and attitude at work.
Over half of consumers will go to a competitor for service after experiencing poor customer service. (Microsoft)
78% of consumers have cancelled a purchase due to a poor customer service experience. (Glance)
Four out of five customers will not forgive a bad experience. (Qualtrics XM Institute)
24% of consumers can become long-term customers after a single positive encounter. (Zendesk)
89% of companies rated with a “significantly above average” customer experiences are shown to perform better than competitors. (Qualtrics XM Institute)
So, why focus on customer service rather than a department like marketing or sales to outsource? Aside from the above statistics, over three quarters of consumers believe the biggest issue of customer service is getting a hold of a representative. (Review42)
However, customer service positions are notorious for having high turn over rates. It is understandable how many businesses opt to forgo having a full-time customer service representative.
Outsource your customer service needs to a phone answering company such as CallStar®. We are an award winning call center—for SEVENTEEN YEARS running! Which means we have the customer service representatives you need to represent your company on the phone with customers. We’ll handle the inquires, scheduling, and moving important messages up the company pipeline. In addition to recruiting courteous and professional customer service agents, we are U.S. based and have bilingual staff available to service a vast customer base. Our team is ready to handle your customer service needs 24 hours a day, 7 days a week—holidays included!
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