SME’s have been outsourcing for decades. This is hardly a new venture. Many SME’s have benefited from outsourced IT support, telemarketing, web development and so forth. The list is seemingly endless. The decision to outsource gives you more time to concentrate on your core business functions. That means more time dedicated to “the day job.” The decision to outsource is a relatively easy one for SME’s and start-ups, this is due to having fewer stakeholders to convince. With this in mind, why is outsourcing considered to be a tactical decision, not a strategic decision?
If you decide to outsource any function within your venture, you are making a smart, strategic move. You are freeing your own time and resources and allowing professionals to take the helm of certain functions of your business that you may not fully understand. Of course, you understand how your business works, but the finer details of various departments cannot be managed and looked after by one person alone. This is why outsourcing is a strategic decision.
More and more SME’s are deciding to outsource their customer service departments. Why? It makes good strategic sense to do so. Customer support departments are critical to all company’s regardless of their industry. All SME’s should have a dedicated customer support department. Your customers need to have confidence in your company and by allowing them to contact you in order to receive customer support, you are inspiring confidence in your product. Customer support departments help you retain customers if they are set up correctly.
However, by employing a full time, in-house customer support department, profit margins will be slim. For the average SME, keeping costs down is critical to ensuring financial success. That doesn’t mean that you should forgo a customer support function in its entirety, what it does mean that you should consider outsourcing your customer support requirements.
Outsourcing your customer support department means that you are receiving expert and professional service. You will ultimately save money in the long run by outsourcing. What is more, you save precious time and resources by not having to train a team of in-house staff and you save money by not having to purchase expensive equipment.
Call answering services are prevalent throughout businesses. If you want a truly 24/7 reach, it is certainly worth investigating outsourcing your customer support functions. Customer support extends much further than simply dealing with customer complaints. Call answering services will provide much needed support when taking sales, booking appointments, out of hour’s services and inspiring customer confidence in your product.
So, think strategically and stay ahead of your competition. By outsourcing your customer support and call handling services, you will not have to worry about sick pay, missing important calls or staff holidays. Employing a team of fully trained, and fully briefed, professional’s means that your companies profile will be raised. What is more, customer satisfaction will be increased.
The result of this truly professional service? Higher profits and markups for you.