Customer Service Outsourcing Simplified
Customer service needs to be high-quality, flexible and efficient. Outsourcing can reduce costs and improve customer experiences by providing access to resources on-demand. But only if you make the right choices today.
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When should you look for customer service outsourcing?
Customer service outsourcing has a role in almost every customer service operation. The reason for this is flexible access to resources and capacity.
Option 1: Fully outsourced customer service
Remove the challenge of delivering quality outcomes. Gain scalable and personalised solutions that match the needs of your customers on-demand.
Who benefits most?
- Businesses with limited in-house customer service experience.
- Business with failing offshore customer service functions that need to be brought onshore.
- Brands with rapid and substantial variations in demand, e.g. high-growth, variable-growth and seasonal businesses.
Option 2: Hybrid customer service
Pair core in-house expertise with cost-effective overflow capacity. Hybrid solutions remove limits on growth and create a more flexible solution without giving up in-house control.
Who benefits most?
- Businesses with existing and established customer service capabilities.
- Businesses that sell luxury or big-ticket items, with customers that expect next-level product or brand support.
- Brands that want to retain in-house control without sacrificing efficiency or capacity.
What to look for in a customer service outsourcing provider
Scalability, cost-efficiency and high-quality agents.
Variable 1: Onshore vs offshore customer service outsourcing
Outsourcing” and “offshoring” are different, and should be done for different reasons:
- Offshoring: The goal of offshoring is to capitalise on cheaper overseas labour markets and is generally accompanied by a loss in quality.
- Onshore outsourcing: Undertaken to increase quality, improve price control, and gain flexibility.
Our recommendation: Unless purely motivated by cost, onshore customer service teams are the better and higher performing choice.
Variable 2: Fixed vs on-demand resources
Fixed contracts are relatively common, but undermine the flexibility that customer service outsourcing should provide. On-demand providers enable:
- Greater efficiency: Dynamic alignment of capacity with demand maximises efficiency.
- More flexibility: Scale on-demand and ensure customer service is never a limit on the growth of your business.
Our recommendation: On-demand customer service should be seen as a prerequisite, and the use of technology in customer service makes it an achievable goal.
How we make this possible
Rather than relying on traditional call centres, our agents work from home, have flexible hours and are empowered to put their skills to best use. This distributed approach creates a three-part positive feedback loop that benefits you and your customers.
Better agents
Our agents have more experience, education, and an older average age. The best agents want workplace flexibility, and we can hire industry experts.
Lower costs
Without having to rent office space, overheads are reduced. It becomes possible to pay higher-quality agents while still reducing overall costs.
Great flexibility
Without having to rent office space, overheads are reduced. It becomes possible to pay higher-quality agents while still reducing overall costs.
Our pricing packages at Global Reach
Global Reach customer service outsourcing pricing will depend on your specifics, and we will work with you to build the right solution. But here are some benchmarks to keep in mind.
Essentials
From £18/hr per agent
Our Essential package gives you support through the channel of your choice, during working hours.
- Typical hours: 9am - 5pm
- Typical days of week: Mon - Fri
- Typical number of agents: 1 - 5
- Optional phone licenses and call costs included
Recommended
From £20/hr per agent
Designed to support a modern customer experience. Engage with your customers over multiple channels and extended hours.
- Typical hours: 8am - 8pm
- Typical days of week: 7 days per week
- Typical number of agents: 6 - 20
- Optional phone licenses and call costs included
- Multi-channel support
Pro
Full-scale customer support — 24/7. We've got you covered, no matter how many agents you need.
- Typical hours: 24 hours
- Typical days of week: 7 days per week
- Typical number of agents: 21+
- Optional phone licenses and call costs included
- Multi-channel support
- System integration included
Customer service outsourcing with Global Reach
At Global Reach, we provide flexible 24/7 access to customer service agents on-demand.
Pay-as-you-use flexibility
Customer query volumes are never consistent. Dial-up or dial-down resources on-demand with no fixed-term contracts (FTCs). Never pay for more than you need or struggle to match capacity.
Rapid deployment
We can have new agents onboarded and working in as little as 48-hours. This provides immediate outcomes for businesses that need fast access to customer service capabilities, while removing the need for an intensive recruitment process.
Highest-quality agents
We recruit agents with experience and industry expertise. We then provide campaign-specific training that is unique to your brand, delivering the consistency and quality of an in-house team.
Different channels for different customers
We provide access to phone support, email, LiveChat and more. You can mix and match to create a solution that fits your customers’ expectations and the needs of your business.
Experience working with in-house teams
Outsourcing your customer service shouldn’t be an “all-or-nothing” choice. Our agents will integrate themselves within your in-house operation and work as part of your team.
Outsourced but not offshore
We don’t offshore customer service. Our agents are located in the UK to ensure the highest-quality experience for your customers, and our flexible WFH model ensures we can deliver quality while keeping costs low.
The outcome is scalable and affordable quality. We are able to keep our operation entirely within the UK, attracting the best agents and keeping costs low.
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