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In-house to Outsourced

Many companies, regardless of the size of their current operation, start out in a similar manner. Generally, one, or several, founding members combine their efforts and handle all of the daily operations and tasks themselves. Everything is their sole responsibility. Eventually, a business may reach a point where the owner(s) need to decide how their growth will affect the business moving forward. They can either stay small and limit their growth, or begin outsourcing, and expand their potential.

Gradually, as a business grows, certain time-consuming and specialized tasks are delegated to others and scaled as needed. Many companies feel that it is in their best interest to keep everything in-house. Others in the know have found that outsourcing their customer care to a call center with the skills and knowledge to excel is exactly what their business needed to grow. Delegating and outsourcing is a critical step when it comes to the growth of a business. 

Some of the more well-known brands that made the shift from in-house to out-of-house customer care are American Express, Ford Motor Company, and Microsoft, just to name a few. Due to the size and operations of these companies, after a certain stage of growth, it would not have been possible for them to continue to handle all of the customer care that is required solely with an in-house team. 

Companies like these, and many others, greatly benefit from transitioning to outsourced customer care with a call center. Firstly, outsourcing customer care is very cost-effective for companies, as it eliminates the need to hire a team of in-house employees. Another benefit is the advanced technology and systems that are available with outsourced call centers. Systems can be easily integrated into a company’s current operation offering the benefits of the technology and platforms without any of the investment.

Customers also experience added benefits when it comes to interacting with companies that have transitioned from in-house to out-of-house customer care. Customer service is no longer limited to standard business hours, as call centers offer 24/7 availability. Another huge benefit to customers is that call centers are able to focus on a variety of communication channels, making it very easy and convenient for customers to get in touch with a company when they need to. 

At Global Response, an extensive process is followed with each client to help them transition to using an outsourced call center for their customer care. It begins with a series of onboarding meetings (or calls) that are used to learn about all aspects of the company and its customer service goals. Next, we help to integrate our system with their current operation and set up a secure portal where they can access company reports and important information at any time. Lastly, brand specialists that will be working with that specific company are carefully selected and thoroughly trained, so that they are extremely knowledgeable and fully immersed in the brand experience.

Global Response understands that transitioning from in-house to out-of-house customer care can seem both daunting and overwhelming. We have designed a process to help put our clients at ease, and assure them of their decision. Our team addresses every area of the process to ensure a smooth transition, and that each brand specialist working with the company is fully committed to the success of the partnership. 

With the benefits afforded to both the company and its customers, it is no wonder that many growing businesses often decide to transition to outsourced customer care. If your company has reached the point where the customer care process has become too much to handle, it is time to consider shifting from in-house to out-of-house customer support. Let Global Response do what we do best, so you can focus on what matters most to the growth of your company.



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