Customer service outsourcing involves assigning a third party to manage the customer-facing services of a business. Business process outsourcing firms commonly serve to provide multipurpose customer services to businesses.
Some commonly outsourced customer services are call center outsourcing, live chat outsourcing, email support, and social media support services.
The average cost to outsource customer service is between $10 and $50, depending on the services your outsourcing partner is going to provide.
In this article, we will discuss how much it costs to outsource customer service. Before that, let’s acknowledge some benefits.
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The Benefits of Outsourcing Customer Service
Best customer service providers have tailored customer services that bring numerous advantages from various types of services. Customer service outsourcing allows enterprises to focus on their core services. Some other benefits include,
Fast Response
Fast responsiveness to consumer demands is a must-have regardless of whether your organization is product- or service-based. It reminds you of the value of your customers to your business. The quick response time that comes with outsourcing customer service is ensured by the availability of 24-hour dedicated service professionals.
Cost Effectiveness
Customer services demand investment in technical set-up and manpower. Outsourcing customer service is an effective solution if you wish to provide high-end customer service at a low cost.
Specialized Manpower
Business process outsourcing firms that provide customer service outsourcing services have training facilities for the representatives. Hiring in-house employees take a few days of training before starting off with actual services. Do not take such a burden on your shoulders; rather, outsource customer service.
Enhanced Brand Loyalty
Customers always prefer brands with good customer service. They will be more likely to stay loyal to your brand if they are served well through every touchpoint. You can keep your audience coming back if you can provide them with an experience worth remembering. Outsourcing customer service can ensure that.
Omnichannel Support
Multiple support channels together enhance customer experience. Omnichannel customer services enable more ways for customers to interact with you. Using multiple channels of communication to interact with your consumers, such as social media or live chat may help you grow your number of consumers.
Factors That Impact The Cost to Outsource Customer Service
Calculating the cost of customer services is a simple task if you know how to set the factor correctly. We will discuss three factors that shift the cost of outsourcing customer services. Consider the following factors before contacting a customer service provider company.
Customer Service Level (CSL)
Customer service levels drive the reputation of a call center or service provider. It’s a set of strategic planning on the service quality, expected outcomes, KPI, and numeric metrics to measure the ROI from it. A higher customer service level (CSL) has a higher cost of outsourcing customer services.
Service Duration
Service duration is the total number of hours your representatives will be taking care of your customer touchpoints. Before contacting an agency, you should plan your hourly requirements. For example, whether you want 24-hour round-the-clock service or not, how many basic hours, weekend coverage, etc.
Volume of Customers
The volume of customer inquiries you have is also a matter of consideration. For example, if you have 10 incoming queries per hour, the cost of outsourcing customer service will be lower. The cost will rise if you have 100 incoming questions per hour.
Outsourcing Destination
The destination of outsourcing also impacts how much it costs to outsource customer services. For example, if you outsource your customer service to the United States, it may cost you $25–100, depending on your requirements. However, outsourcing from developing countries will cost you below $10.
Types of Customer Services and Cost of Outsourcing
Customer Service Type | $$ Cost Per Hour |
Live Chat | $10 / Hour |
Cold Calling | $50 / Hour |
Answering Services | $17 / Hour |
Social Media | $15 / Hour |
Interactive Voice Response (IVR) | $150 / Month |
AI Chat Bot | $50 / Month |
Tips for Finding The Right Outsourcing Partner
Now that you have a thorough knowledge of “How much does it cost to outsource customer service? ”, the next dilemma is finding the right outsourcing partner.
Step 1: Research and Compare Providers
Luckily, nowadays all the information is available online. You don’t have to jump through hoops to research and compare providers. Read: Top 10 Customer Service Outsourcing Companies in 2024 to make your parameter shorter.
Step 2: Consider The Language and Cultural Compatibility
If you consider offshoring, communication is a big part. Make sure your outsourcing partner is compatible considering the language and cultural differences.
Step 3: Track Record of Success
The customer service department faces a lot of new challenges every day. Your outsourcing partner should have sufficient industry experience to solve new problems. Thus, it is important to verify the track record of success before choosing your outsourcing partner.
Conclusion
Outsourcing your customer service to a qualified outsourcing firm like ASL BPO ensures that your consumers receive the assistance they require from a skilled support team. Contact us to learn more about our services.