There are more than one type of outsourcing
Outsourcing Business Process is a large industry, with market size of $ 131 billion in A.S. Alone.
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The company outsources all types of work, not just customer service. Maybe your own company outsources payroll processing or health care services, for example.
When there is a job that can be done more efficiently or effectively by a third party, or you do not have staff or budgets to rent special resources, outsourcing can be a cost-effective solution.
Outsourcing support does not have to mean super cheap and script-based.
To understand how everything works, I talk to leaders of four providers such as their business models and their approach to external customer service:
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Sarah Hatter, founder in Co support: "Customer support expert helps people who love people."
Shervin Talieh, Founder at Mitrahero: "Remote, integrated team for growing companies."
Alex Holmes, CMO in the Inslux: "Customer service as a service."
David Sudolsky, Founder in Boldr: "Outsourcing company driven by the purpose."
I also talked to two of their potential customers, support team leaders who use or consider outsourcing customer service:
Ben McCormackack, Head of Support in Fullstory
Matt Searle, the operating manager of the customer's success in the vend
I need answers to two key questions:
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Why did you outsource one of your customer services, and how can it be done well?
When does outsourcing customer support makes sense?
When your direction is uncertain
When a business is experiencing rapid growth or major changes, outsourcing support can be a way to maintain responsive and high-quality services while finding out your business's long-term direction.
Ben McCormack is the head of support in Fullstory, and he has recently considered outsourcing some of his team's support. For McCormack, it is important that all the supporting decisions of supporters get information - and not only the default to employing internally.
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There is stigma for outsourcing support, but it is important to have a conversation.
The investigation began with mapping the full work output of the Fullstory support team - not only the questions they replied but also the work they did outside the support box.
With a complete picture of what his team did, he could estimate its value for the business: "If you have a clear understanding of the output of your support team and you find their works that can be done by someone outside your organization, you must consider that option."
For McCormack, outsourcing has never been about saving money or supporting support. Instead, it represents a way to increase support capacity quickly without committing to renting full time.
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When you need to add (or reduce) the coverage of support quickly
For businesses with seasonal cycles such as e-commerce, support volume can vary greatly throughout the year.
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