The Benefits of Business Outsourcing
In today's competitive business world, entrepreneurs have to find ways to save time and cut costs anywhere they can so that they can focus on the customer. The customer experience is what drives sales and engagement, and subsequently, the overall growth of your business. So if you want to compete and level the playing field, you've got to delegate.
Outsourcing some parts of your business can help you dedicate more time to the customer experience. So, what exactly is outsourcing and how can it benefit your business?
What Is Business Outsourcing?
Business outsourcing means hiring an external company to take care of certain tasks that you might normally have completed in-house. For example, an entrepreneur with a small company might outsource certain secretarial tasks once it starts to grow to save time. Or a growing business might outsource their customer service in order to save money.
Business outsourcing for customer service typically includes some sort of cloud-based provider that offers CCaaS, UCaaS, VoIP, or similar solutions from a reliable provider, like 8x8's Virtual Contact Center. Let's take a look at just why your business needs one of the above-mentioned solutions to outsource properly.
Why You Need CCaaS, UCaaS, or VoIP
A CCaaS, UCaaS, or VoIP solution can help your company thrive and soar to new heights. Let's take a look at how.
CCaaS stands for contact center as a service and it's a cloud-based customer experience solution that gives you more control over how you provide customer service. A CCaaS solution allows you to deliver high-quality customer service by giving you access to all of your communications channels in one convenient place, which typically includes phone, email, live chat, and social media. You can also opt for analytics that give you insights to help you improve and make changes as necessary.
UCaaS stands for unified communications as a service and it's essentially a cloud delivery model that provides multiple collaboration and communication services and applications. UCaaS solutions usually include things like online meetings, presence technology, telephony, team collaboration, and video conferencing.
VoIP stands for Voiceover Internet Protocol and it's a business phone solution that delivers services over the Internet, as opposed to the way a traditional landline phone would. VoIP is usually a lot cheaper than traditional phone companies and can help you provide top-of-the-line support to both agents and customers.
Benefits of Business Outsourcing Using a CCaaS, UCaaS, or VoIP Solution
There are several benefits of business outsourcing, but here are some of the top benefits.
1. Cost Savings.
Compared to having an in-house customer service team and purchasing expensive equipment like computers and other hardware, business outsourcing can save you more money in the long run. With a CCaaS, UCaaS, or VoIP solution, you can scale your business based on size. That way you won't have to pay more than you need to for something your business can't even use at the moment. Pay for what you need and scale as you grow.
2. Increased Productivity.
Business outsourcing can help you increase productivity because your team won't waste time trying to connect and communicate with other employees. They'll be able to access anyone in the company directory quickly and easily, allowing agents to get help when they need it. Agents can also share project updates, new product or pricing information, or anything else they need in one convenient suite.
3. Increased Revenue.
By providing customers with a better quality customer experience, you can ensure they'll keep returning for more of the same treatment. And if your customers keep coming back that means increased overall revenue. Not to mention the word of mouth bringing in even more businesses because when a customer has a good experience with a company, they tend to tell their friends and family.
4. Gain More Control.
With a unified communications solution, you can have all of your customer interactions and communication channels in one place so you have more control over the customer journey and the customer experience. With certain analytics, you can track important metrics to improve both the customer journey and customer experience. Contact center solutions can provide you with the tools you need to grow your business quickly and efficiently.
5. Improved Customer Experience.
With a CCaaS solution, you can improve the customer experience by gathering detailed data on each customer. This information could consist of recent interactions the customer has had with your company, what the conversation was about, and if the customer's issues were resolved. You might also get insight into where each customer is in their journey so you can give them the nudge they need to get them to the sale.
Outsourcing some of your in-house duties makes sense if you want to see increased revenue and see your business grow. Small and medium-size businesses can benefit from business outsourcing in a multitude of ways and take their business to the next level with maximum results and minimal stress.
Your business has enough on its plate. Outsource what makes sense for your business, choose a world-class SaaS technology solution and focus on what's important: your clients. Call 1-866-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.