Strategic outsourcing can help your business achieve its service goals without the worry of overstretching your budget. There really isn’t a secret, it’s about having the correct information at your fingertips to enable you to make an informed choice.
What’s the big secret about outsourcing?
Jason Jones, the Managing Director of a fictional medium sized Event Planning Company J Jones & Co has recognised a gap in the market following trends identified from his own customer feedback. He believed his proposed new service was unique to the marketplace and had great potential to add a highly profitable revenue stream for his company.
In order to plan and implement the service, Jason required qualified personnel with specialist skills and equipment. Unfortunately the cost of purchasing the equipment would go way beyond the available budget for the project and the time it would take to train his existing staff or find and hire qualified personnel would take too long to take advantage of the identified opportunity.
This is just the kind of scenario where a company may seek additional outsourced help by making the decision to take advantage of a call answering service. A decision between a strategic long-term agreement or a temporary solution whilst they gradually gain the necessary skills or qualifications and purchase the specialist equipment to enable them to take over the delivery of the service in-house would have to be made.
The choice to use outsourcing would help them to achieve their desired goals quickly and within budget, however it isn’t necessarily something that they would like to share with their customers. It was feared that their clients could feel that they were not receiving a personalised service if they were aware that they are dealing with a third-party. It’s a common business problem but thankfully there is a solution.
The secret to successful outsourcing…
When it comes to outsourcing there are various companies across the UK that offer diverse services for all sorts of industries and the very best of them will do so in a way that allows them to act as an extension to your business as opposed to representing their own company.
One of the most versatile and perhaps well-known outsourcing partners are call centres which have the capacity to serve as your business telephone answering service.
Unfortunately, there has often been a somewhat justifiable criticism and a negative perception of the use of call centres (including those call centres which operate cold calling). Most business owners picture an overseas company, employing people with little understanding of the English language and handling calls by following a set and often robotic sounding script. Why wouldn’t companies’ be put off from considering the use of one?
Fortunately, the reality is that there are professional UK based telephone answering services that can offer something very different to the common negative perception. A lot of successful UK businesses use a call centre for both inbound and outbound call handling but by choosing the correct partner they are able to do this without the knowledge of their client base which means that they remain largely unnoticed. Due to this understandable secrecy, the only call handling companies that people tend to hear about are the ones that receive negative feedback from customers and therefore giving call centres across the board a bad name.
Do your homework, select the correct partner and jump on board!
Outsourcing may be a well-kept secret but it has been proven to increase companies’ efficiency and overall customer service experience which is essential for running a successful business. It will free up valuable time to enable companies just like J Jones & Co to concentrate on realising their business goals and providing additional services that can make a real difference to the bottom line.
The Media Response mechanisms offered by their chosen telephone answering service partner were perfect for their new business venture and provided the levels of conversion and return on investment needed in order to make their new service a success.
We will let you mull over the idea of outsourcing with some statistics about customer experience:-
- Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
- 86% of consumers quit doing business with a company because of a bad customer experience.
- 89% of consumers began doing business with a competitor following a poor customer experience.
- 59% will try a new brand or company for a better service experience.
…..Could your business benefit from outsourcing?