If you’re a quickly growing startup, a busy e-commerce business, or an organization with specific compliance needs, here’s why contact center outsourcing is the just-right “Goldilocks” solution to your customer support needs.
Why 10-15 Seats is the Outsourcing Sweet Spot
Any business owner can tell you that jumping from small to medium is a scary plunge. Costs can skyrocket—and so can risk. The same is true for your contact center. It’s easy enough to handle things in an analog way when you’re dealing with a small team of a few people. Your tech needs are low, oversight is easy, and pivoting to new processes is a breeze. When you hit that 10-15 seat number, those analog processes no longer cut it. You need to invest in management, training programs, formal processes, additional technology, and subject matter expertise, all of which can result in increased expenses and a decrease in quality in the short term.
Where are the costs coming from? Management and personnel costs, mostly. The cost of a manager spread across 100 staff members is readily absorbed. But across 20 members? Not so much. Tech onboarding and functionality are another major expense, with smaller organizations paying a premium for solutions generally geared towards larger companies, for example, those related to compliance, security, and payment processors. Then there’s turnover, which can be a challenge for smaller firms that lack the resources to invest in retention programs.
Outsourcing Can Be Cheaper and Better
For many business owners, outsourcing customer experience support is part of a familiar struggle: relinquishing control. If you’ve struggled with handing over the reins to managers or delegating tasks to subordinates, you’re probably having similar hard conversations about taking the contact center plunge.
While there are risks regarding cultural alignment and fit when you outsource, working with a near-shore team trained on the specifics of your brand and culture can mitigate those risks. When you work with a team like ListenTrust’s, you can easily ensure alignment and take the load off your in-house team.
Outsourcing can save 40-60% on operational costs. While fully off-shoring delivers the most affordable results, using near-shore providers such as ListenTrust achieves cost savings and maximal operational compatibility. That’s because our teams are online when you are and live and breathe your language and culture.
At ListenTrust, We Grow with You
So, you’re at the 10-15 seat mark and considering ListenTrust as a partner. We’ve got your back. With hundreds of seats available on a 24/7 basis and top-of-the-line call center technologies, we can easily grow as you do. We’re also firmly ROI-focused, identifying cross-selling and upselling opportunities that work for you. With our bilingual teams, we’re here to help you reach your customers in the language that works for them.
Get in touch to explore how we can help you deliver exceptional customer support while regaining the resources you need to grow your business; Or, take this quiz to calculate if it’s time to outsource your operational support.
