Trends in the Customer Service Outsourcing Market
Customers demand quick, responsive and effective customer support. This is where providing seamless customer service steps in. Customer service is the direct involvement and assistance provided by a business to customers on their concerns at each point of the customer journey.
One of the departments greatly affected by the pandemic is customer service. As the times evolved, so did the need to provide appropriate yet efficient customer service. It needs to adapt as quickly to keep up with the new normal (as well as the setup moving forward) and the corresponding behaviors, preferences and priorities of customers that come along with it.
Customer service outsourcing is one of the fastest growing markets as it provides countless benefits to an organization with its reduced cost structure and efficient business model. The recent Technavio 2020-2024 report projects that the global call center outsourcing market is poised to grow by USD 14.05 billion during 2021-2025, progressing at a CAGR of over 3% during the forecast period.
64% of customer service and support leaders report “grow the business” is their most critical priority in 2022, according to a survey by Gartner, Inc. In line with this, here are some emerging trends in customer service outsourcing.
Omnichannel Customer Service Integration
Customers demand fast, responsive yet excellent customer service. This is all possible through integrating Omnichannel Support.
Omnichannel Support is the consistent delivery of customer service across all channels and customer touchpoints with the goal of delivering personalized, seamless and more importantly, an augmented customer experience. When utilized properly, omnichannel support plays an integral part in providing excellent customer service outsourcing. Communication channels that can be integrated in omnichannel support are social media platforms, in-app messaging, phone call, e-mail, live chat, chatbots, FAQs, or resource centers. Learn more on how Omnichannel call centers improve customer experience in our previously published article.
The Need for a Robust Data Infrastructure
The evolving customers’ buying habits, behaviors and corresponding concerns and transactions, the workforce, business operations, all these highlighted the need for innovative technology and corresponding customer service outsourcing support.
The need for IT Support is critical to ensure operating controls, networks, infrastructure, and data security are in place to ensure business continuity in these unprecedented times. With the current distributed workforce setup, it is a must for customer service outsourcing companies to maintain and/or invest in a solid data infrastructure.
Your outsourcing provider must have a remote-ready model that can facilitate and support customer service outsourcing operations during contingencies.
Availability of Self-Service Options
Self-service options are an important aspect contributing to business processing outsourcing providers’ overall customer experience.
This year (2022), Gartner predicts that 85% of customer service interactions will start with self-service, up from 48% in 2021.
To aid customers in their transactions, customer service outsourcing providers can provide resource centers, in-depth FAQs, Knowledge Management Systems such as a knowledge management base, and accessible community forums.
Connext Global Solutions helps clients expand offshore by providing an excellent remote-ready customer service outsourcing model.
Connext is equipped with secure state of the art monitoring and technology to support cloud-based connectivity platforms and systems to ensure seamless operations.
