Solid Rock Consulting

Authored by: Juanita Coley

Hey there fellow business owners, Juanita Coley here! So, let’s talk about a dilemma many of us face: handling customer communication.
Picture this –
you’re running a business with around 500 clients, and every day, your inbox and phone are bombarded with inquiries, messages, and calls.
You’ve got a Virtual Assistant (VA) and even enlisted the help of an answering service, but the workload seems to be multiplying faster than you can keep up. Sounds familiar?

I recently stumbled upon a post on Facebook where a fellow entrepreneur shared a similar struggle. They were seeking advice on whether to stick with their current setup
using VAs for
outsourcing customer support or to take the plunge and build their own in-house call center. Intriguing, right? 

Now, before diving into any decision, it’s essential to know your numbers. How many calls do you receive on average each day? What’s the typical duration of these calls?
And let’s not forget the financial aspect – how much are you shelling out for that answering service?

When it comes down to the big decision of outsourcing versus in-house customer support, a few key factors should sway your choice. 

First, consider the volume of customer interactions your business deals with. If you’re inundated with queries day in and day out, it might be worth investing in your own customer service team. However, if your workload is manageable and outsourcing suffices, then stick with what works for you. 

Next up, think about how crucial it is for you to control the customer experience. Are you handling sensitive information? Is a quick resolution time paramount to your business model? If so, having an in-house team might give you more control over quality and security. 

Now, let’s explore your options. 

Option one: Stick with outsourcing via VAs, and maybe amp up your service package. It’s convenient, especially for businesses with low to moderate call volumes.
However, as your business grows, so does the cost, and you might find yourself longing for more control over the customer journey.

Option two: Take the plunge and build your own customer service team. Yes, it requires an initial investment in time and resources, but the payoff could be significant.
You’ll have complete ownership of the customer experience, and with the right technology and support,
it might even be more cost-effective in the long run. 

Option three (with a little twist, if you’re spicy): go the hybrid route. What’s Hybrid? Leave some volume with the VAs and bring in-house what really matters. 

Ultimately there’s so many ways, technology, and service options. The bottom line is what’s right for your business and customers! 

Feeling overwhelmed? Don’t worry; you’re not alone. There are countless resources available to guide you through this decision-making process. Start by crunching the numbers –
do a cost-benefit analysis to see what makes the most sense for YOUR business and YOUR customers. 

In conclusion, there’s no one-size-fits-all answer to the outsourcing versus in-house debate. It all boils down to what aligns best with your business goals, budget, and customer expectations. So, take your time, weigh your options, and remember, there’s no shame in seeking help when you need it. After all, we’re all in this entrepreneurial journey together! 

Learn More about Solid Rock Consulting

Discover the Difference with Solid Rock Consulting! 

Here at Solid Rock Consulting, we are the trusted experts brands turn to when aiming to deliver exceptional customer and employee experiences. We go beyond being just WFM specialists; we proudly identify as “The WFM People”, dedicated partners propelling operational excellence and fostering overall business growth. 

Navigating the complexities of Workforce Management (WFM) can be a challenge, whether you’re a novice or an expert. That’s where our WFM support services come in.
We offer a range of solutions and long-term consulting support, meeting you exactly where you are on your WFM journey.

If you want to discuss this strategy for your organization, lets chat: