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      What is outsourced customer service?

      Customer service outsourcing is the process of hiring an offshore team or team-member to fulfill mostly, contact centre-related tasks. Outsourcing customer-handling tasks is a viable option for businesses, especially for SMEs resulting in increased staff retention and customer satisfaction rates.

      With outsourced customer service, not only will you be able to meet the constant change in demand of your customers but you’ll also experience an increase in turnaround times, improved quality of output and overall, business growth.

      Why do businesses outsource customer service offshore?

      Customer service is a critical aspect of any business, with the potential to impact profits and the bottom line. In fact, a staggering 78% of customers disengage with a brand due to a negative customer experience. As a result, investing in high-quality customer service is crucial for businesses. Not only does it leave customers satisfied, but it also fosters sustainable business growth.

      Many businesses are turning to the offshore market to leverage the abundant talent available overseas. Offshore customer service and call centre representatives, particularly in the Philippines, are renowned for their exceptional English-speaking skills and unwavering dedication to customer service. This has led businesses to hire highly skilled and qualified customer service representatives from the offshore market, often at a cost savings of up to 70% compared to local recruitment. With offshore customer service outsourcing, businesses can achieve cost-effective solutions without compromising on quality or customer satisfaction.

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      What job roles are usually outsourced under customer service?

      Outsourcing provides you with the opportunity to offshore different elements of your customer service and call centre to enhance your customer’s experience and provide opportunities for overall business growth.

      The most common job roles that we have seen outsourced include:

      Benefits of outsourcing customer service offshore

      Key benefits associated with outsourcing customer service to the Philippines include:

      • Cost savings

        Outsourcing customer service tasks to a lower-cost economy can save your business up to 70% in employment costs, freeing up funds for business growth and increased profitability.

      • Expert support

        Get expert insights and advice from outsourcing providers at every stage of your customer service outsourcing process. Drive efficient and effective customer service outsourcing with expert support.

      • Improve business flexibility and availability

        Outsourcing can enhance business agility and flexibility with 24/7 customer service availability. Maximise your customer service outsourcing for optimal results.

      • Business growth

        Outsourcing frees up funds for business growth. With offshore customer service support, you can increase your capacity to take on more work, reinvesting in business growth.

      • Improved staff satisfaction rates

        Outsourcing helps identify offshore roles for customer service tasks. That way, your local team can focus on what they do best and what motivates them, improving job satisfaction for employees in the long run.

      The Beepo advantage

      Beepo is your Australian-based outsourcing partner, offering offshore staffing solutions to support your local team with expert customer service and call centre professionals. Our offshore customer service staff are articulate, well-educated and work from a state-of-the-art facility.

      With Beepo, you can save on HR, recruitment, overheads and training costs associated with customer service outsourcing, while scaling and growing your business, boosting capabilities and improving margins.

      If you're looking for an offshore solution for your customer service needs, chat with us today to find the right solution for your business.

      Interested in learning more about the outsourcing solutions we can provide for your business?
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