What is Outsourcing Customer Support and Why Do You Need It?

Most companies rely heavily on contractors for a large or small portion of their business. For instance, a company can contract an accounting office instead of having an accounting department in the company. A business may also commission a transport company to distribute goods or a call center to track its shipping.   In this article, we discuss what outsourcing customer support is and why businesses need this service.

When did it start?

Outsourcing emerged in the late 20th century and grew in popularity when companies began to take notice of and leverage its advantages. Many global manufacturing companies have since relied on factories in different regions or countries worldwide for different parts of their production process. 

What are the reasons why some companies resort to outsourcing?

This process aims to move part of the company’s activity outside its organization. The primary objective of outsourcing is to increase efficiency and productivity while reducing costs and risks for a business. For example, an organization using a transport company uses a specialized private security company to guard the company’s facilities instead of hiring guards. Another example is a company using an IT company to provide development services for its website or application. There are several reasons why this has deemed attractive to many businesses; below are its advantages:

Focus on core competencies

Many departments and functions within the organization, such as manufacturing, sales, IT, accounting, marketing, transportation, security, etc. need follow-up and evaluation. With specialized outsourcing, using some of these functions can be more efficient, such as the use of an accounting office to follow up on the company’s accounts, a marketing company to market the company’s products or a transport company instead of purchasing transport equipment and hiring employees to do the work. In other words, specialized outsourcing can save the time and effort needed to focus the company on essential processes such as manufacturing or design to excel in their performance.

Quality and ability

The competencies in a company may often be sufficient for some activities, but when outsourcing these activities, the services produced may be of higher quality than the organization itself can provide because of the specialty of the party assigned to it.

Flexibility at work

Outsourcing gives a company the ability to find someone who does the work only when needed. For example, a company may need a group of employees in an application that lasts only six months. Indeed a company cannot easily hire workers for only six months and then cut them off. Using a contractor, in this case, is the best way to provide the required employment in this period.

Flexible operations

Some companies may find problems making a product in its own country because of some political issues or government or tax reasons, or because of the lack of resources, employment, or transportation routes, in which case it is ideal to transfer operations abroad and in a country where the required components are the best and most appropriate.

Saving costs

Companies can choose to outsource work in a country where services are less expensive, thereby increasing their profit margins.

Skill required

Some significant institutions may find that the skills required to be present in the employee do not exist in the country, so they tend to consider a developing country with a better ecosystem for industry and have the expertise and skilled workforces.

Outsourcing customer support

One of the most important aspects of a B2C (business to consumer) business model is its customer service or support. Aftercare after purchase and constant support for an ongoing subscription is undeniably significant in order to increase your customer loyalty and maybe even encourage repeat sales. In recent years, businesses have been finding the best way to engage with their customers, at the same time regulate customer support costs. Outsourcing has been a popular choice.

Companies contract call centres or email support centres to address customer orders, inquiries, and complaints. Many of them turn to flourishing call centre industries in developing countries such as India and the Philippines and even in developed markets such as Poland, UK, and the United States. Countries in Latin America and Africa have been emerging as new contact centre hubs as well.

When choosing the right company to provide outsourcing customer support to your customers, a business must always ensure that the service provider has the following:

  • Years of experience in customer support
  • High level of proficiency in the language of your customers
  • Security protocols to protect your customers’ data

CCC International’s Multilingual Outsourcing Customer Support

At CCC International, we ensure that customers are dealt with security, efficiency, and most importantly, empathy. We constantly aim for our multilingual BPO services will help businesses expand horizons for new overseas opportunities and bring additional revenue, profit, and increase customer base.

CCCI offers multilingual business process outsourcing (BPO) services such as:

  • chat and email support;
  • over-the-phone, and on-demand interpretation;
  • audio-to-text transcription;
  • timing, and video subtitling services, etc.

You can leverage decades of combined experience, insights, and premium multilingual teams when you work with CCCI. We will allow you to expand your scope, whether you are already a global company or a brand just making your way in the business world. Whether in Europe, Asia, the United States, or the Caucasus region, CCC International provides multilingual customer service and omnichannel BPO solutions in and for every country in the globe. 

We provide world-class customer service in multiple languages such as French, German, Arabic, Russian, Japanese, English, Spanish, Filipino, Dutch, Chinese, Korean, and more, that are up to par with your company’s own values and expectations. The goal is to rid you of the linguistic barriers on your path to internationalization. Create a new story with us today.

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