Outsourcing crucial business processes and tasks is relatively common in today’s world. It’s not just big companies that rely on external talent to achieve their operational goals. Around 37% of small businesses outsource at least one business process.
While many organisations have leveraged outsourcing to help with accounting, IT tasks, and other issues, the area of the BPO landscape really gaining in popularity is outsourced customer service. While handing the care of your crucial customers over might seem like a risk, countless businesses are seeing the benefits.
Not only does customer service outsourcing cut business operational costs, but it also ensures that today’s businesses can keep up with ever-evolving customer expectations and demands.
The key to success is making sure you choose the right team for your outsourced services. It’s not enough to just consider the CX (Customer Experience) skills of your BPO group. It’s also important to think about where the team is located.
Here’s why now could be the perfect time for many businesses to start thinking about outsourcing their customer service tasks to a team located in the UK.
The Rise of UK Outsourced Customer Service
Choosing the right strategy for customer service outsourcing begins with thinking about how you can leverage the most effective team to serve your target audience. Picking the right location for your team can make all the difference in everything from availability to customer satisfaction.
While there are countless offshore outsourcing companies with experts across the globe, the UK is quickly gaining steam as one of the most valuable locations for outsourcing services. After all, it’s one of the best places to find English-speaking specialists with an empathetic, professional approach to customer service.
As the business landscape continues to evolve, managing the customer experience is becoming increasingly challenging for businesses of all sizes. Customer expectations are evolving, and call and contact volumes are increasing almost daily. Even as tools like generative AI and chatbots continue to proliferate the market, nothing compares to providing your customers with access to experienced, compassionate, and human support.
55% of customers still say they prefer to speak to a human agent
In fact, 55% of customers still say they prefer to speak to a human agent when handling common queries. What’s more, when customers face complex or emotional issues, their need for human support increases. No one wants to deal with a bot when important things like money or well-being are on the line. Outsourcing customer service to a UK team ensures companies can expand their customer experience strategy with a team of authentic, experienced professionals.
Not only do customer service teams in the UK generate exceptional satisfaction scores (with a CSI rating of 78.4), but they’re uniquely positioned to connect with clients in their own language.
The Benefits of Outsourcing Customer Service to UK Teams
Here are some other key reasons why UK customer service outsourcing makes sense:
It’s the Perfect Time to Invest in Outsourced Services from the UK
Ultimately, as a native English-speaking country packed with highly educated and well-trained professionals, the UK is a perfect location for business process outsourcing. Working with a UK team on your customer service strategy will ensure you can access efficient, reliable, and technically savvy professionals ready to deliver around-the-clock service.
To learn more about how you can find the perfect outsourced team for customer service in the UK, contact the DDC Outsourcing Solutions team today. Our specialist teams in the United Kingdom can handle every aspect of your customer service strategy, work as an extension of your brand, and give you the tools you need to boost customer satisfaction scores.