Microsoft is laying off 10 000 employees, and Spotify is letting 6% of its workforce go. These tech giants are only two of many currently sending shockwaves through the industry with extensive layoffs. It’s a tough time for the technology industry, but is there a lesson we can learn?
There may be a valuable lesson if we look at other industry sectors, like business outsourcing providers. We spoke to the supportyourapp.com team about their views as a leading third-party service provider, and they had some interesting insights.
The short response was that SupportYourApp hired new consultants to meet the burgeoning demand for outsourced service teams. Therefore, it seems that the lesson that we can learn from the current tech layoffs is to take measures now to prevent us from ending up in the same predicament.
Intelligent outsourcing may be the best way to move forward in the current economic climate. Which functions you should hand over to a third party is open for debate. However, we’ll focus this article on outsourcing customer service in particular.
The Benefits of Outsourcing
There are several benefits to entrusting your customer support to a third party if you are willing to complete sufficient research. Finding an experienced company with values that align closely with your own is essential.
In addition, you must always remember that this company will represent you. If they deliver excellent service to your clients, your business will benefit. If not, you could suffer reputational damage.
Now, let’s move on to the benefits of outsourced client support.
Instant Access to Expertise
Business service providers train their consultants to handle various client interactions professionally. While you could do the same, it would take significant time and resources. Having access to a qualified team cuts the learning curve sharply.
Many companies perform a quick cost-to-benefit analysis when they consider hiring new personnel. They generally look at the cost-to-company in terms of monthly salary to determine how economical an in-house team is.
However, there are many other costs to consider, such as:
Recruitment, onboarding, and training
Benefits and perks
When you outsource these functions, you merely look at the cost per consultant and nothing else.
Access to the Right Equipment and Software
A company that communicates with customers for a living must ensure that they stay updated with the latest technology and software. By handing off this function, you gain access to a higher grade of tech and customer management software at reasonable rates.
Here’s why it is so important to find the right partner. Top providers invest heavily in security because they cannot risk a breach. Because they deal with sensitive information, they are also careful when hiring new consultants. Both of these factors enhance your company’s data security.
Your employees may focus on their tasks rather than answering calls or emails. This increased focus allows them to work more quickly and effectively. They can also focus on bringing in new business and serving walk-in clients.
Improved Employee Satisfaction
If your employees can complete their daily tasks without boring calls interrupting them, they will feel more satisfied at work. Not having to answer the same tedious questions all the time will also make them happier.
Access to a Global Workforce
There are several advantages to accessing a workforce outside your geographic area. For starters, you can draw from a wider talent pool. Secondly, you can access multilingual consultants. Finally, the cost of accessing these services may be lower than you would find in your home country.
Opting to outsource customer service is an intelligent way to streamline costs because it improves employee and customer satisfaction. It gives you access to an instant talent pool of experienced consultants.