Technical support is vital to any company for resolving tech-related matters on the consumer end. Sure, some companies have their own internal IT department. However, a full-time in-house staff is costly. This is why more companies – from local shops to fortune 500 enterprises – are hiring third-party technical support from countries like the Philippines.
Third-Party Technical Support Is Cost-Effective
Maximizing profit is the primary goal of any company. This is not just done through increasing revenue, but also by minimizing overhead spending. This is where hiring third-party services come in. If you hire your own in-house team, you have to pay the staff a full-time salary, including benefits like health insurance, paid leave, etc. There is also the cost associated with turnovers.
Another point to keep in mind is that technical support usually needs to be available 24/7. This may not always be the case, but more established companies need to have an around-the-clock reachability. Again, having an in-house team work around the clock is going to be extremely costly.
With outsourced technical support, you pay for what you need and can scale up or down as need be. As your service expands, you can increase the volume of outsourced staff members. Likewise, you can scale back during slow periods. In other words, third-party IT support operates on an as-need basis. You are never bound by long, inflexible contracts.
Increase Customer Satisfaction
Keeping your customers happy is absolutely vital for consumer retention. According to an American Express study, 33% of surveyors indicated they would consider switching to a competing company after just a single instance of poor customer service. The same study also revealed that half of respondents have canceled a planned purchase because of bad service.
People by nature are more inclined to report a bad experience than they are on a good one. This is why it’s so important to avoid missteps that may result in customer dissatisfaction. With third-party technical support, customers are never kept waiting for unnecessarily long periods. Their enquiries are also answered by knowledgeable staff. Timely and knowledgeable responses minimize risk of customers defecting and/or sharing complaints on social media.
Focus on Your Industry Specialty
Whatever your industry, you want to focus mostly on your products and service. Of course, a business of any sort entails marketing, logistics, IT support, etc. By outsourcing, you and your in-house staff can focus on your industry niche while leaving the non-industry requirements to a third-party provider. In essence, all parties involved focus on their respective industry specialties.
Invest in Technical Support Outsourcing
In most instances, third-party outsourcing proves to be an immensely beneficial investment. Executive Boutique is a Philippines-based call center that helps companies in countries like the U.S, UK, Canada, and more. Whether you own a local shop or have a global presence, contact us to find out how we may serve you.
- Help Scout, 75 Customer Service Facts, https://www.helpscout.com/75-customer-service-facts-quotes-statistics/
- Statista, The Most Popular Statistics About Customer Satisfaction, https://www.statista.com/stats/customer%20satisfaction