More and more companies are hiring external agencies for customer service
Customer service demands are constantly growing. In Capterra's 2024 Customer Service Technology Survey, nearly half of global respondents responsible for customer service budgets and strategic initiatives (47%) said they will increase headcount in the next year and a half, while only 9% expect a decrease.
At the same time, many companies around the world are looking for external support to ensure high service levels and good customer satisfaction. This is especially true for companies that currently handle their customer calls internally: 60% of these companies say they are either considering or already officially planning to engage an external agency.
Among German respondents who currently handle customer service calls in-house, 69% say their company is either considering using an external agency or already has formal plans to do so, higher than the global average of 60%.
Companies' plans to hire external agencies for customer service
Using external customer service providers has several potential benefits:
specialization
Customer service providers have trained staff and the right technologies to handle customer requests effectively, even on a large scale. This allows SMEs to focus on their core business and leave customer service to the specialist provider.
cost efficiency
Specialized providers have developed optimized processes to be competitive. They are familiar with all the tools and processes they need to provide a first-class service and have perfected them for large customers. SMEs can benefit from this know-how without having to gain all the experience themselves.
flexibility
As a company's customer service needs change, third-party providers can often respond more quickly. They can increase or decrease staffing levels and establish new channels as needed. This saves the company from having to go through costly hiring processes or adopt new technologies that its teams are not yet familiar with.
Tips for choosing a customer service provider
1. Address the issue of data protection directly
When you work with an external customer service partner, you inevitably have to share your customers' data. Depending on the countries you operate in, you are subject to different data protection laws and a violation can have serious consequences. Good providers are very familiar with the legal situation and can demonstrate the necessary compliance and security measures.
Customer service doesn't mean the same thing everywhere. It can vary greatly depending on your industry, company size and geographic location, and just because a provider says they can meet your needs doesn't mean they're the best choice malaysia telegram data for your business. Read reviews and ask for references from existing customers who work at similar businesses to yours. Good providers can set you up with a phone call to other customers.
3. Make sure your software tools work well with those of the provider
Most vendors will likely use different systems to your teams, and you'll want to make sure they're compatible and allow for seamless data transfers. For some tools, you can use pre-built integrations with the vendor's systems, while for others, you'll need custom code to make them work as intended. Before you sign a contract, think carefully about how this will impact costs and productivity.
Next Steps
Customer service is evolving rapidly. Technological change is changing customer expectations but also providing brands with new opportunities to exceed them.
AI undoubtedly has the potential to transform customer service, and this will likely happen in waves as the technology becomes more mature and widespread. It is still unclear whether the trend towards using customer service agencies is a temporary response to increasing demand or a long-term development that could lead to full outsourcing becoming the norm. While the benefits of AI are clear, SMEs should not sign a contract that they cannot also have the flexibility to revoke if circumstances change.
Learn more about customer service trends, tips, and technologies in these free resources: