outsourcing customer service

The age-old customer service (CS) question — to outsource or not to outsource?  Outsourcing brings lots of benefits, but it also means letting go of complete control. And the fear of low-quality offshore call centres leaves many brands wondering what they should (and shouldn’t) outsource. The truth is that outsourcing can be a quality-driven decision…

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A trophy

Customer service matters now more than ever. And with ever-evolving circumstances to contend with, brands must rethink best practices and build new strategies to deliver the best service possible.  When customer service falls short, it can have devastating effects — 86% of consumers have stopped buying from a brand after just one negative experience. But…

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a guide holding a compass

 You get what you pay for in life – and customer service outsourcing is no different.  Most customer service outsourcing providers charge an hourly rate. You can think about that as the “per-hour” cost of hiring a customer service agent. However, the per-hour cost of using an outsourced customer service provider isn’t as straightforward as…

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question marks

Customer service outsourcing is a valuable way to improve outcomes while reducing costs and focusing on the core capabilities of your business. If you’re still debating whether to outsource, check out this blog: In-house vs outsourcing customer service: What’s better for your business? But if you’ve already made up your mind, you likely still have…

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