What is Customer Service Outsourcing?
To put it simply, you’re handing over the entire customer experience of your existing clients to a 3rd party company, usually an outsourcing company.
So, should you consider outsourcing customer service to india?
Let’s find out.
How much does it cost?
The average cost of a customer service agent in India is USD 1200 per month.
How much can I save?
An average agent in the US or other developed countries typically costs around USD 2,700 per month, excluding additional benefits such as health insurance.
You can save up to 60% on agent costs by outsourcing customer service to India
The benefits of outsourcing your Customer Service
There’s a reason about 54% of all companies use 3rd party customer support to work with their clients. And talking about just the outsourced customer care service industry, it’s projected to become a $110 billion dollar industry by 2024.
So why are so many companies outsourcing their customer service to India
Cost Saving
These savings can be strategically reinvested into your business, such as boosting your marketing budget, enabling you to fuel growth and drive success.
Increased Coverage And Support
73% of customers say that the most important thing a company can do to provide them with satisfactory customer service is to value their time.
That means, shorter call-on-hold times, instant online chat and messaging services, 24/7 customer care support, responding to their social media queries and DM’s. It goes on.
Today 24/7 customer service and call center support is a necessity, and that’s where outsourcing comes in use.
Ease Of Scalability / Flexibility
It takes a lot of resources and time to scale an in-house customer service during periods when business is booming, but offshore call centers are prepared for that possibility and always ready to increase staff to meet a client’s demands.
Outsourcing allows companies to easily scale down staff during periods of low demand.
Industry Standard Resources
When you link up with a third party outsourcing company like us for your customer care and call center needs, you get access to the best technology required to meet your needs.
Access to the latest tech: enterprise software, server programs, finely-tuned chatbot setups, the list goes on.
Partner with the right outsourcing firm for your customer service and you can use their resources without making any full time investments that’ll burn a hole in your pocket.
Bilingual Support
If your company is competing in a global industry, having bilingual representation is not just an advantage, it’s a requirement. One in five Americans speak a second language, so having multiple language options does have its benefits.
What are the advantages of outsourcing customer service to India?
Remember high school geography? I don’t. But I know that there’s no point in having an offshore customer service if you don’t pick the right location for it.
There’s many countries you can choose to outsource to: These include the Philippines, South Africa, India.
Coming to India: It has the world’s 2nd largest English speaking population. Call center and customer care representatives in India are fluent in the language, eloquent professionals, who are highly motivated and well-versed in international sensibilities.
But don’t take my word for it. Here’s are some companies who’ve outsourced their customer services and call centers in India:
- TARGET
- JP MORGAN CHASE AND CO.
- AMAZON
- AMERICAN EXPRESS (AMEX)
- FORD
- and many more
This is where we come in. At GrowYourStaff, once our offshore customer service team understands your business, your clients, the brand you’ve worked so hard to build.
Our experienced professionals can outline the best strategy for your customer care and work towards providing the optimum experience for your company and your clients.
How to Outsource customer service to India
How do you ensure your outsourced customer care and call centers deliver the best possible customer experience?
Setting up a top quality customer service isn’t like making 2 minute ramen noodles. Sure, they might get the job done but they’ll leave you wanting more. It’s like cooking up an exotic 3 course meal for dinner. It takes a little time. And we make a great creamy butter chicken.
And here are our tips:
Maintain Culture
Your company has its own brand, its own identity, and your customers are used to it. So even if you have an outsourced customer service, our job is to make it sound like your in-house team.
And that requires you to set up –
- Some brand guidelines
- Introduce your company culture to your new outsourced staff
- Give them a hypothetical set of customer experiences gone wrong, and the way your company likes to deal with them.
Give Them Time To Train
If you expect your offshore customer care to jump in straight to the deep end and handle the plight of your customers, you’re bound to have some bad experiences.
And while customers might share positive experiences with their friends and family, they will definitely share negative experiences.
A single bad call center interaction, and 65% of customers are likely to spread the word.
So, set aside some time for training your call center representatives and outsourced customer service, because word of mouth matters, and if consumers like your customer service, they’re going to love your company.
Think Before You Choose
Nothing is more frustrating than a customer service representative who isn’t able to communicate effectively with customers.
Language barriers, a communication breakdown, or just an inability to understand your customer’s particular situation.
So before you choose to go with a 3rd party outsourcing company, think about the language fluency of their staff, their credentials, and their prior experience.
Maybe have a test call with their call center representatives to see how the interaction goes.
We at GrowYourStaff have graduate professionals with years of experience in the customer care industry who are bilingual and fluent in English.
Check For Incentives
Similarly, there are bonuses for call center employees if they meet a certain criteria or goal.
How to get started
Step 1: Define Your Requirements
Clearly outline your work requirements, including –
- The scope of tasks
- Number of agents
- Working hours and
- Key performance indicators (KPIs).
Step 2: Research Prospective Call Centers
- Look for call centers with strong reputations.
- Check reviews on trusted third-party platforms like Trustpilot and Google Reviews.
- Request to speak with their existing clients to gain firsthand feedback on their performance and reliability.
Step 3: Evaluate Potential Providers
Assess the shortlisted companies based on the following criteria:
- Experience: Their track record and industry expertise.
- Quality: Communication skills, technology infrastructure, and performance metrics.
- Cost & Compliance: Pricing transparency and adherence to standards (e.g., GDPR, HIPAA).
- Cultural Fit: Compatibility with your business values and customer service approach.
Step 4: Select the Right Service Provider
Based on your evaluation, choose a call center that aligns best with your business goals, budget, and expectations.
Why Choose Us?
At GrowYourStaff, we specialize in helping businesses like yours seamlessly set up call centers in India. Contact us today to learn how we can help you reduce costs and deliver exceptional service!
To Outsource... I mean to conclude
I’ve said it before but it bears repeating: If customers like your customer care service, they’re going to love your company.
Outsourcing can provide you with high quality customer support and call center services, which will match up to your brand standards and also mitigate the costs of setting up an in-house team from scratch.
Set up call with us to know more.
