Technical support has been a very important part of inbound customer service solutions for a very long time now. It is presently the lifeline for IT companies that sell products in general. The business itself may have multiple departments to take care of, though the primary objective of all of these departments collectively is to provide as much value to the customers as possible.
Some of the departments may require outbound call center outsourcing, like sales, marketing, or survey, while others may rely heavily on an inbound process, like customer support and phone answering service. But since we already mentioned it, the ultimate goal is to satisfy customers.
This is where tech support outsourcing comes into the picture. It can help you boost the value you provide to your customers in ways more than one. So now, here we will take a detailed look at some of the most important reasons that hint at technical support outsourcing being the best for your business.
What Is Technical Support Outsourcing?
Outsourcing inbound customer service solutions is one of the most common practices among both small and large business organizations. However, considering the fact that customer support is probably the largest department in an organization, handling it in-house would incur huge expenses.
Such expenses include setting up a new infrastructure with either an on-premise or a cloud server, managing data security, buying and installing systems (computers, workstations), etc. However, the list does not end here. There are expenses for the CRM, analytics, KPI tools, training modules, and even the onboarding process. So, setting up a technical support team would mean that you will have to shell out a huge expense.
However, outsourcing inbound customer service solutions for technical support would cut the expenses by a huge extent. Through this, you assign your customer support process management to a third-party (BPO company) that already has the entire infrastructure set up. As a result, you don’t have to spend money on the setup.
But the conversation does not end there; you need to consider multiple considerations before you actually choose which company would be ideal for you. So, with that being said, let’s now move on to the next section of our blog.
Why Should Your Outsourced Inbound Customer Service Solutions?
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Technology Powered
The BPO industry has been in business for a long time. And due to its long existence, it has managed to be among the development of technology to enhance its efficiency by multiple folds. As a result of this, the BPO companies now manage to offer the best-in-class customer satisfaction with the help of modern tools for analytics and monitoring.
Apart from this, inbound and outbound call centers also manage to offer maximum data security with the help of cloud servers. And besides, the possibility of a multichannel communication network wouldn’t have come to the fore if there wasn’t sophisticated technology working in the background.
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24×7 Service and Support
If you prefer in-house technical support, you might have a big problem right there. While businesses may think that having an in-house tech support team increases transparency and control over the process, quite clearly, it is not. Instead, with in-house inbound customer service solutions, it is not always possible to offer 24×7 support since your agents will be available on the general dayshift.
On the other hand, when it comes to tech support outsourcing, the BPO companies offering the services can offer 24×7 services too. Most of such BPO companies operate either through near-shoring or off-shoring, so they have a strong time-zone advantage. This makes it possible for the sector to offer services at odd hours.
Also, since these BPOs have the entire setup ready, they can extend such all-time service and support at a lower cost. On the other hand, setting up a 24×7 service in-house would mean you have to pay higher salary/wages, while the depreciation of your infrastructure will also increase.
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The Cost Factor
The cost of setting up inbound customer service solutions could be one of the decisive factors that make outsourcing a much more feasible option. When it comes to setting up the entire BPO operation then you must tick the below points.
- Infrastructure
- Extended office space
- Server
- Machinery/systems/hardware bits
- Hiring and onboarding
- Training
- Analytics and monitoring tools
- Data storage tools
- Dialers or receivers (for calls)
Now, with tech support outsourcing, you can cut off all of these expenses. Since the BPO company you are about to outsource already has a complete setup ready, you will barely have to make any expenses on any of these parameters. Instead, the only price you have to pay is based on the number of seats you will book for the agents, which is mostly just a fraction of the entire cost.
With such a lot of cost-saving, you can invest the same capital in your core operation or process.
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Expertise
Setting up new inbound customer service solutions from scratch is not an easy feat. There is a whole lot of training and practice that goes behind it. Plus, IT companies don’t have much expertise in this domain either, so things are difficult time-consuming, and the output is less satisfying.
Businesses in the BPO sector have been in the service for a long time and have gained experience. They can also get expertise to churn out desirable results from the customer service campaigns.
Summing Up
There is a clear winner here, especially when it comes to choosing between an in-house team and outsourcing. This article is intended for IT businesses that have still not considered outsourcing for their inbound customer service solutions.
Also, with the various pointers that we talked about, there is a clear indication that tech support outsourcing is always the right option. So, if you have already made your decision about outsourcing tech support services, then you should go ahead
You will now have to make strong considerations as to what business requirements are. And also which BPO company would suit you the best. And your final decision to hire a specific company should be based on these factors themselves. After all, tech support outsourcing could be a really long process, you would desperately want it to go right.