Typical with outsourcing, while every business hands every customer whatever they want in making them happy, it's also vital to balance the needs of the customer with the needs of the business. The effective customer service organizations establishes clear expectations with its customers in line with what can and can’t be done to help them. Following through commitments at the same time ensuring that they make the right decisions on behalf of the establishment. Helping balance the bottom line while retaining customers.Despite how big a customer service organization stands, it is important for the company’s reputation that the customer service provided is effective customer service. An establishment always need a degree of customer service to support customer needs. With the trend in outsourcing be it knowledge process outsourcing (KPO) or business process outsourcing (BPO), the customer service branch of a business entail an agents or representatives who are located in a central location, or it may be on an offshore call center structure with spread out across the world.

          Read related article: In Brief – Definition of Outsourcing and Offshoring

Keeping the Customers

Businesses that teaches their employees on how to establish genuine empathy and concern for customer issues always have the highest customer retention as compared to customer service organizations that does not focus on these behaviors. Ultimately, keeping customers leads to less volatile customers thereby keeping the business run smoothly.

          Read related article:How to Outsource Services Effectively.

Low Volume

A reduced amount of calls that comes into the call center is an indication of an effective customer service center. As businesses track the number of times a customer calls back about the same issue. Contact centers that maintains low callback numbers reduces the costs the company spends on customer service. Less repeat calls, the company can staff fewer employees.

Read related article:Drafting Outsourcing Agreements


An effective customer service establishment trains their staff to always focus and highlight on the positive things that the business can do for their customers so the customer imbibes with a positive feeling about the business. With the positive word of mouth advertising creates a twofold effect. First, the customer is happy and chooses to stay and second, they become an advocate as they help bring the business new customers. Word of mouth advertising can either help a company or hurt a company. Numbers would indicate that the average customer tells three people about a positive experience but tells a total of 15 people about a negative experience.

Read related article:The BPO Call Center Operations Manager

Maintaining Relationships

Once a customer has bought a service or a product from a company, it becomes the customer service organization’s job to establish a healthy relationship with the customer. A customer may love a product but hate the way they are treated when they call for help. An effective customer service organization teaches its employees to be courteous to customers in an effort to promote a long relationship between the company and the customer. With customer longevity factored into the mix, it reduces the cost of bringing new customers into the company.

Read related article: The BPO Call Center Supervisor

Meet Outsourcing Casey!

Meet outsourcing Casey!

2 Responses to “Why is Effective Customer Service Important?”

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