Is It Worth It to Outsource Your Customer Service? 



If you have considered outsourcing your business’s customer service, you may be wondering if it is really worth it. Call centers offer professional customer service support for businesses of all kinds. In today’s age, outsourcing your customer service to a call center is absolutely worth it.

Outsourcing can save your business time, money and boost customer satisfaction. It might seem scary to relinquish the reins of your business’s customer service, but you will find that call centers are willing to work with you to build the exact support your business needs. 

Outsourcing Will Save Your Company Money

You should not outsource your customer service to a call center to try and save a quick buck or cut corners. However, outsourcing your company’s customer service can save you money in the long run, and you can take advantage of it for the good of your company. 

Moving your customer service duties to a call center will decrease your in-house operational costs significantly. Without a full-time in house customer support staff, you can avoid:

  • Training costs
  • Full-time salaries with overtime pay
  • Benefits and employment taxes

The turnover rate for customer service can be high. Additionally, it is difficult to tell when you are over or understaffing your customer service team, so you might hire more employees than you need. 

Outsourcing the job to a third-party call center prevents you from spending money on the hiring and replacement process for full customer service team members in-house.

Outsourcing Will Increase Productivity

If your company is just starting out, or if it is very small, you may have employees and team members wearing many hats. Answering customer service calls many times a day pulls them away from their main tasks. It has been proven that the time it takes to get back on track after a call causes significant productivity losses.  

When you outsource your customer service to a dedicated third-party call center, you can improve productivity. If your in-house employees can focus on their own duties rather than switching between many jobs, they can get more work done in a shorter amount of time. 

Employees, staff, and management can focus on what they do best. Of course, this does not mean that those at your company should not be well-versed in customer service. Everyone on hand should have customer satisfaction in mind. 

Outsourcing Can Increase Customer Support

It is often a concern that outsourcing customer service will lead to dissatisfied customers and lower customer satisfaction scores. However, the way to ensure your customers remain happy and loyal is to shop around for a third-party call center that fits with your company’s values. 

Great call centers work hard with companies to create a plan of action that ensures consistent branding and customer solutions. With this, you will find that outsourcing customer service to a call center can actually improve customer support.

These call centers have lots of experience with high call volumes and tricky conversations. Additionally, the call center agents have likely experienced similar conversations repeatedly. Consider the ways call centers can help expand support.

  • Outsourced customer service can keep customers satisfied while your business scales up. 
  • Call centers might offer customer support in other languages, expanding your ability to reach customers. 
  • Outsourced call centers can often answer customer service calls at extended hours, some even operating 24/7.

A call center can extend customer support service more widely than most in-house customer service support teams can. Naturally, the specifics of the outsourced customer service you receive will depend on your particular contract with the call center. 

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries.
  • Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.