How to Outsource Call, Chat, and Email Response in Business

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What is Outsourcing?

Outsourcing is the business practice of hiring a party outside a company to perform services or create goods that were traditionally performed in-house by the company’s own employees and staff. 

Outsourcing is a practice usually undertaken by companies as a cost-cutting measure. As such, it can affect a wide range of jobs, ranging from customer support to manufacturing to the back office.

Source: Investopedia

How do you start outsourcing and what are the factors that you will need to take into account before choosing the right company?

In-House Versus Outsourced

Outsourcing yields significant savings in overhead costs, allowing the freedom to allocate more budget towards reinvesting in business growth. In many cases, outsourced agents work directly with local teams as a normal extension of their departments. Any tasks that are able to be completed remotely can be outsourced.

 

Outsourcing also helps companies grow with ease, eliminating the hassle of hiring (especially when teams need to grow by 10+ people). The worst situation is when you finally find a good applicant, provide necessary resources for them to succeed, only to have employees that don’t last and must be replaced. From there the process restarts and this can be very costly in the long run. Any business owner will tell you the headache of high-turnover and how it can hold back scaling.

Hiring Woes Since COVID

The COVID-19 pandemic has presented unprecedented challenges for businesses and one unexpected issue many companies face is the difficulty in hiring entry level employees, and even higher level positions. 

Related Article:

Overwhelming Majority of Businesses Report Difficulty Hiring Workers and Retaining Existing Employees — US News

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What Services Do You Need?

You must determine whether outsourcing is the right fit for your business. What type of positions within your company can you fill remotely? Where are you seeing costly, high turnover rates? Here are some of the most commonly outsourced tasks:

  • Live Chat Support
  • Email Support 
  • Phone Support
  • Dispatching 
  • Appointment Setting 

How to Outsource

When you make the decision to outsource it’s important to know what qualities to look for:

  • Experienced Agents
  • Support Teams
    • Supervisors
    • Quality Team
    • Account Managers
    • Training Department
  • Compatible Core Values
  • Trustworthy References

Worry-Free Call, Chat, and Email Support With Pac Biz

Pac Biz is here to make sure that no calls go unresolved and no online queries or emails go unanswered. Pac Biz’s expert support representatives start with minimum 3 years experience, where they are provided all of the resources needed to succeed. They are trained at high standards, regularly scored for quality, with 5 points of support. We help you scale your business and expand profit margins through premium agents ready to complete necessary tasks.

 

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