Customer Service Outsourcing
According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd, you need to start by nurturing the factor that, arguably, is most important to your growth: your customer service. After all, 80% of customers say that the experience they’re getting…
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Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture is also important to consider. Unsurprisingly 97% of consumers are more likely to stay loyal to a business after good service interactions.1 Here, we’ll cover the top trends for you…
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Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access to high-quality, ready-trained agents who can respond to demand. With 89% of customers reporting that they’re more likely to make a repeat purchase after a positive customer service experience, this…
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Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with customer service: the highest ever recorded!1 As a result, the number of customers willing to pay more for good customer service in the U.K. has also increased to an all-time…
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Self-service has been a huge talking point in the customer service world for several years now — and yet, the conversation around it hasn’t slowed. The ability to reduce wait times and lessen customer support workloads are some of the main value-adds of self service. But many businesses are still sceptical about incorporating it into…
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Many think of customer service outsourcing as expensive, inflexible, and low-quality. You might expect non-native speaking agents, and a call centre partner who is disconnected from the heart of your company’s operations. If you’ve fallen into the trap of believing any of the above, it’s time to rethink your approach to outsourcing customer service. When…
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Setting up customer support services can be an overwhelming task. There are hundreds of options available, from onshore customer service outsourcing to in-house support. And customer service (CS) is crucial to get right. 83% of customers cite good customer service functions as the most important criteria when deciding what to buy, and 69% will spend…
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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 — 93% of UK consumers have switched business in the last year due to a negative…
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You get what you pay for in life – and customer service outsourcing is no different. Navigating the prices charged by customer service outsourcing providers can be challenging. For example, most charge an hourly rate. You can think about that as the “per-hour” cost of hiring a customer service agent and maintaining an outsourced call…
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It’s no secret that poor customer service costs businesses — about $75 billion annually to be exact. 33% of customers will consider switching to a competitor after just one instance of poor customer service. On the flip side, if a customer’s problem is resolved on the first call, only 1% will consider moving to a…
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