Many brands now choose to differentiate themselves through customer experience.
Indeed, around 74% of customers say they're likely to buy based on experience alone, and 61% of customers would pay more for a guaranteed good experience.
Unfortunately, delivering the exceptional experience your customers are looking for isn't always easy, particularly as expectations continue to accelerate.
Today's consumers need the companies they interact with to deliver consistent, fast, and expert support across various channels. Moreover, as self-service options emerge to help customers resolve more transactional issues, agents' queries have become more complex.
Many businesses are turning towards CX outsourcing to bridge the gap. Business Processing Outsourcing (BPO) strategies allow companies to access the support of other CX experts and teams to help them serve their audience. Here's what you need to know about this emerging market.
The Potential for CX Outsourcing
The global outsourced customer experience market is starting to grow, with research suggesting the industry will reach a value of $81.5 billion by 2023. For some time now, CX outsourcing has stood out as a valuable opportunity for many companies, particularly when filling the talent gap in the contact center environment.
Contact centers, and other business segments committed to customer service and support, often have a high level of turnover and significant trouble when it comes to filling staffing gaps. However, with CX outsourcing, companies can rapidly access the skills they need while keeping hiring costs as low as possible.
The demand for CX outsourcing has grown in recent years thanks to the increasing investment in CCaaS and cloud-based customer experience tools. Now that it's easier than ever for companies to deliver the tools their outsourced experts need over the cloud, nothing stops brands from scaling their workforce up and down as necessary. With CX outsourcing, companies can:
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Adapt to Peaks in Customer Service Demand
With cloud solutions now allowing companies to deliver consistent CCaaS tools and other software for CX to users around the world, it’s possible for outsourcing to be an effective and affordable way for brands to scale their service teams to suit changes in demand. Companies can take on additional outsourced staff members during specific periods without paying for permanent employees.
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Experiment with New Tools
Outsourcing customer service and customer experience efforts means companies can leverage innovative tools and services without spending extra cash. For instance, a small company could outsource its CX to a brand capable of offering access to AI sentiment analysis, video conferencing support, and various other tools.
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Deliver More Consistent Omnichannel Service
Outsourcing CX requirements to other companies means business leaders can ensure they deliver a consistent customer experience across multiple channels. Most companies offering BPO services to companies have the training required to use virtually any channel to connect with a client.
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Access On-Demand Expertise
If you want to offer specialist support to clients after rolling out a new service or tool, CX outsourcing allows you to access dedicated experts to help. The outsourcing company businesses work with can even provide additional training for internal team members, so those staff members can deliver the experiences clients seek in the future.