Guide to Improving First Contact Resolution (FCR) Rate Smartly

If you clicked on this post, you are either a forward-thinking business leader or on your way to becoming one. And, given that 83% of customers rank good customer service as the most important factor, it's worth considering the rationale behind outsourcing customer service.

👉🏻 Does outsourcing make sense and pay off in the long run for your particular business? 

👉🏻 How can you ensure that outsourcing customer service is superior to hiring an in-house team?

👉🏻 How can all of the benefits and drawbacks of outsourcing be predicted? 

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Don't worry; we're here to save you time and help you make sound decisions by answering all of your questions. So, let's get started as we reveal the 9 most important questions to ask yourself before outsourcing customer service support.

Spoiler alert: If you answer "YES" to at least one, chances are you will benefit greatly from outsourcing customer service.

Question 1: Are you struggling with customer service volume?

Are you having trouble keeping up with a massive volume of customer service requests? Let's be honest here.  If your current infrastructure is overwhelmed by customer inquiries, it means you are unable to provide adequate personalized attention to each customer (a basic requirement in highly competent 2023). 

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Worse, only one out of every 26 dissatisfied customers complains; the rest simply leave. In addition, it costs more money to acquire new customers than it does to retain existing ones.

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Hiring an outsourced customer service provider is likely to save the day. Outsourcing services will manage the influx of inquiries efficiently, ensuring that every customer receives prompt and accurate responses. This means you'll be one step closer to achieving high levels of customer satisfaction and developing a positive market brand reputation (and increasing brand loyalty!).

Question 2: Can you keep up with the 24/7 customer service demand?

Now for question number two. Can your company provide round-the-clock customer service? If the phrase "24/7 customer service" sends shivers up your spine, or if you're starting to look more like a night owl than a business leader, it may be time to consider hiring some outside help.

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Why it matters? 96% of unhappy customers will not willingly do business again with you. By resolving issues as they arise, you can significantly reduce churn (saving thousands of dollars). 

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So, if you receive too many requests from customers around the clock, your company will require a dedicated team of business support agents who can ensure all of your customers are taken care of at all hours of the day and night. And this is where outsourcing comes in if you don’t have enough internal resources.

Question 3: Do you have enough resources to provide customer service training?

Customer service (as well as customer expectations) are constantly changing in today's ever-changing market. What has been described as excellent customer service may no longer be applicable today. That is why your customer service representatives require ongoing and consistent training.

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If your in-house customer service team is inconsistent due to staff turnover or a lack of training, consider outsourcing to ensure a professional, consistent approach.

Question 4: Are operational costs getting higher?

Do you want to run a low-cost, high-functioning customer service department? But are the costs of training, costly software upgrades, and maintaining a sizable in-house team making you clutch your wallet in despair?

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If your customer service budget is consistently exceeded, your operational costs are probably too high. When you notice these signs, it may be time to consider outsourcing. By shifting to an outsourcing model, you'll be hiring a team of ready-to-go professionals, lowering costs, and optimizing operations, giving you the financial peace of mind you've been looking for.  

Question 5: Are сustomer service tools and technology too expensive?

To provide excellent customer service, you must use cutting-edge tools and technology. From team management to cutting-edge chatbots. However, it is not about subscribing to or purchasing a tool. There may be some unintended consequences:

• Initial costs: Implementing new customer service tools frequently incurs significant upfront costs. Determine whether these one-time expenses are feasible for your company.
• Upkeep and improvements: Upkeep and upgrades to new versions of tools can be an ongoing expense. Examine whether these expenses are in line with your company's financial objectives.
• Training expenses: Training your employees to use these technologies effectively takes time and resources. Can your company afford these long-term investments?
• Costs of integration: Integrating customer service tools with other systems may necessitate the hiring of IT experts and incurring additional costs.

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If these costly technological pitfalls are causing your company to struggle, consider high-quality customer service outsourcing. You can finally get your hands on the sparkling array of customer service magic wands by partnering with an outsourcing provider. Furthermore, they will always be up to date, so you will never have to worry about outdated systems!

Question 6: Are you looking to expand your market internationally?

Isn't it exciting to imagine your company on an international stage? But hold your horses because entering foreign markets necessitates careful planning. To begin with, linguistic differences frequently complicate business negotiations, marketing, product labeling, and customer service. Finding local partners, researching the foreign market, logistics, and supply chain challenges, and hundreds of other things are also on the agenda.

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Each of these challenges necessitates careful planning and strategy. Fortunately, outsourcing some of these responsibilities to professionals can assist in providing solutions and navigating these obstacles more efficiently. 

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Outsourcing customer service can help you connect with your international customers more effectively if you plan to expand your business globally but lack the necessary multilingual support.

Question 7: Do you struggle with seasonal spikes?

Preparing your contact center for seasonal surges in demand is usually a combination of workplace management and the strategic use of automation technologies. While having enough employees and relevant resources on hand can help you operate successfully during peak periods, self-service technologies like chatbots, IVR, and self-serve email must also play a role.

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If you're dealing with dramatic shifts in demand due to the time of year or around certain holidays, and your team is struggling to keep up, outsourcing could provide the flexibility you need to deal with these fluctuations.

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Even during peak seasons, professional outsourcing can provide the extra hands you need to manage higher call volumes, ensure timely delivery, and maintain stellar customer satisfaction levels.

Question 8: Are your core business operations suffering?

Finally, let us look beyond customer service and focus on other departments. Have you noticed that your core business operations have recently suffered?

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Perhaps the demands of customer service are diverting your attention away from your primary business functions. If your answer is a resounding yes, it's time to think about delegating this responsibility to a specialized service provider.

Bottom Line: Checklist + What’s Next

So, have you noticed yourself nodding along to one or more of the questions in this checklist? This may be the green light you were seeking to elevate your business growth strategy through outsourcing customer service in 2023 and beyond.

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Beginning the outsourcing journey necessitates careful planning and a clear vision of your company's requirements. Remember, it's not just about cutting costs but also about improving customer service and, ultimately, driving robust business growth.

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Outsourcing is your knight in shining armor if you are dealing with seasonal spikes, wishing for international expansion, or simply looking for a lifeline to scale your customer service operations.  

EverHelp covers all the things discussed above. Our dedicated team members are committed to empowering businesses to provide remarkable customer service across all industries. Book a call with us today to learn which specific benefits we can bring to your particular company, and let’s test the waters!