Traditionally, when someone thinks of outsourcing customer service, they think of massive, bustling call centers with hundred and thousands of call center agents. That may have been normal several years ago, however companies are beginning to outsource more intricate, complicated portions of their customer service function and are benefitting greatly because of it.
Areas to challenge the traditional norm
Some areas where companies are looking outside of traditional call center support are in areas such a technical support, IT helpdesk, digital customer support, and specifically in healthcare, patient support. These functions are typically more challenging than traditional, call center triage functions and often require higher level employees. Fortunately, outsourced employee in high density call center regions, such as the Philippines and India have developed years of experience in customer service for companies such as Comcast, T-Mobile, Google, and more. This is leading to experienced call center employees who can easily adapt to higher level tasks and customer facing functions. Some roles we have helped out with recently that are forms of more complex customer service are:
- Virtual Optometrist
- Technical Support
- Network Administration
- IT Helpdesk
- Application Support
- Patient Scheduling
- Digital Customer Support (chat, e-mail, etc.)
- Outbound sales – actually closing, not just appointment setting
Outsourcing other Functions
Companies are also looking at getting rid of outsource customer service all together and instead outsourcing different functions of their business to pay higher wages for local, customer facing employees. The reason for doing something like this would be to improve customer experience by having your customer facing employees local, and higher paid. We have seen this with multiple clients where they outsource functions such as accounting, billing, payroll, development, or something similar and move or keep their customer service function in house. This can be a great way to improve customer or patient experience while still experiencing the efficiency and productivity improvement of outsourcing.
There are many ways for companies to use outsourcing to bolster their customer service function and improve overall customer experience. Whether that is outsourcing more complex customer service tasks or outsourcing different functions that allow your customer service to be local, outsourcing in general is an excellent way to solve customer service challenges and improve customer experience.
To get started solving customer service challenges through outsourcing, you can contact us for a free consultation with one of our experts to see how we can potentially help. Outsourcing is in our DNA and our primary focus when it comes to helping companies with customer service is ensuring that our clients are achieving excellent patient and customer experience.
Connext provides fully customized outsourcing solutions for organizations looking to innovate and grow. Work with Connext Global Solutions today.
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