--- title: "Outsourcing customer service pays off: the benefits" description: Why do companies outsource customer service? In this article, the services of We Are Fiber will be highlighted, including the relative advantages from such a partnership. image: https://www.wearefiber.com/hubfs/Imported_Blog_Media/Why-do-companies-outsource_-1024x576.jpg --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # Outsourcing customer service pays off: the benefits January 31, 2022 4 minutes to read **Why do companies outsource customer service?** This is indeed a legitimate question considering that more and more companies rely on this innovative service. In this article, we focus on the importance of **outsourcing services**, also simply called **outsourcing**. Yet, first of all, it is crucial to understand that customer expectations have changed. ## **More demanding customers: why companies outsource customer service** ![Outsourcing customer service pays off](https://www.wearefiber.com/hs-fs/hubfs/Imported_Blog_Media/Why-do-companies-outsource_-1024x576.jpg?width=1024&height=576&name=Why-do-companies-outsource_-1024x576.jpg) To understand **why companies rely on external parties for customer service**, it is essential to focus on customers. Modern consumers expect to have a **customer experience** that is satisfying at 360°, from the purchase of a good or service to the after-sales support. Until a few years ago, if a customer received subpar assistance, little changed for the company. The choices for the customer were, in fact, very limited. Today, with the digitization of services, if customers are not satisfied, they can abandon the company with ease and rely on another, since choices are almost unlimited. The quality of the product or service you sell is important, but not enough to win consumer trust. Indeed, a large percentage of people interviewed in a survey in this regard said they were willing to pay a little more in order to have personalized and rewarding customer service. Along these lines, in a recent article we delved into [how to increase earnings by way of customer loyalty](https://www.wearefiber.com/en/2021/04/13/increase-your-earnings-through-customer-retention/), a necessary step for any business that wants to grow. Among other things, **retaining a customer** is far less expensive than acquiring a new one. A loyal customer, in turn, becomes an advertisement, as such a person will speak well of your company and trigger positive word of mouth. ## **Outsource customer service: the 4 benefits for your business ** To better understand why companies outsource customer service, here is a list of the primary benefits: - cost cutting; - qualified personnel and cutting-edge technologies; - possibility to focus on the company's core business; - better use of customer data. ### **Why do companies outsource customer service? Stop economic waste** Let's consider a company that has decided not to outsource its customer service. In this case, the business must form a dedicated team to deal with customer management and equip themselves with the appropriate tools. Staff training and the purchasing of technologies naturally involve costs that weigh on the company budget. Additionally, certain periods of the year present peaks in requests. A travel company, for example, during the summer or Christmas periods can be overwhelmed by a wave of requests. There is therefore a risk of not having enough staff to manage this enormous flow. On the contrary, in "dead" periods, such companies could employ an excessive number of personnel to manage a very limited amount of work. These **fixed costs** with outsourcing are transformed into **variable costs**, affecting the company budget less and increasing profits. ## **Qualified staff and cutting-edge technologies** By entrusting customer service to an external company, you can be sure of contacting a partner with a qualified and professional team and all the necessary equipment to support customers across each channel.  You do not have to make investments for the training of internal staff. Rather, you get to rely on competent professionals who raise the quality and competitiveness of the service and guarantee you an important advantage over your competitors. In fact, in your market you can earn several points in the eyes of consumers, who see you as a technologically advanced and reliable brand. ## **Focus on the core business of your business** Customer assistance, while being an important service for your business, certainly cannot be considered its core business. What happens when you rely on an external company? You recover precious time that you can devote to doing what you do best. Your staff is freed up from tasks that are peripheral and can instead focus on the company's strategic functions and capitalize on those skills and competences acquired over time. The productivity of your company benefits as a result, where processes are more fluid and streamlined. ## **A greater flow of customer data from which to extrapolate valuable information** You may think that **outsourcing customer service** makes you lose sight of your contacts, particularly the information on your customers. In reality, it is the exact opposite. We at **We Are Fiber** keep track of all customer data, so as to collect and extrapolate useful information, such as purchasing behavior, preferences, questions and most frequent requests. With this data, you can **customize your offer** to meet the needs of your target audience. The companies that have relied on us have seen an increase in sales of 30%, the result of a personalized offer tailored to the requests of their customers. Now you know why companies outsource customer service. Do you think it's time to take this leap in quality? We are here for you. **Contact us now!**   - - - - - [mailto:?subject='https://www.wearefiber.com/en/blog/2021/05/17/outsourcing-customer-service-pays-off-the-benefits'](mailto:?subject='https://www.wearefiber.com/en/blog/2021/05/17/outsourcing-customer-service-pays-off-the-benefits') [Social and customer care service](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) ### Recent posts ### Post tag - [Social and customer care service (100)](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) - [Outsourcing and Process management solutions (62)](https://www.wearefiber.com/en/blog/tag/outsourcing-and-process-management-solutions) - [Data entry solutions (27)](https://www.wearefiber.com/en/blog/tag/data-entry-solutions) - [Back office and help desk solutions (26)](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) - [Ecommerce and order management (25)](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management) - [Teleselling and telemarketing (17)](https://www.wearefiber.com/en/blog/tag/teleselling-and-telemarketing) - [Logistics management and food delivery (6)](https://www.wearefiber.com/en/blog/tag/logistics-management-and-food-delivery) - [Knowledge base (5)](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [CSR Projects (2)](https://www.wearefiber.com/en/blog/tag/csr-projects) - [healthcare (1)](https://www.wearefiber.com/en/blog/tag/healthcare) See all ## Related Posts ## [Back office customer service: who it is and what it does](https://www.wearefiber.com/en/blog/2021/05/17/back-office-customer-service-who-it-is-and-what-it-does) January 31, 2022 Today, the customer is the center around which every business activity revolves, and within this... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/05/17/back-office-customer-service-who-it-is-and-what-it-does) ## [Optimizing the Help Desk: An Opportunity to Differentiate](https://www.wearefiber.com/en/blog/2020/08/12/optimizing-the-help-desk-an-opportunity-to-differentiate) January 31, 2022 The Help Desk, also called The Service Desk, is essentially the first level of support services for... [CONTINUE READING](https://www.wearefiber.com/en/blog/2020/08/12/optimizing-the-help-desk-an-opportunity-to-differentiate) ## [Virtual secretary: because every company should have one](https://www.wearefiber.com/en/blog/2021/01/28/virtual-secretary-because-every-company-should-have-one) January 31, 2022 The **virtual secretary** is a service increasingly requested by companies, but also by freelancers. Of... 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This is indeed a legitimate question considering that more and more companies rely on this innovative service. In this article, we focus on the importance of outsourcing services, also simply called outsourcing. Yet, first of all, it is crucial to understand that customer expectations have changed. More demanding customers: why companies outsource customer service To understand why companies rely on external parties for customer service, it is essential to focus on customers. Modern consumers expect to have a customer experience that is satisfying at 360°, from the purchase of a good or service to the after-sales support. Until a few years ago, if a customer received subpar assistance, little changed for the company. The choices for the customer were, in fact, very limited. Today, with the digitization of services, if customers are not satisfied, they can abandon the company with ease and rely on another, since choices are almost unlimited. The quality of the product or service you sell is important, but not enough to win consumer trust. Indeed, a large percentage of people interviewed in a survey in this regard said they were willing to pay a little more in order to have personalized and rewarding customer service. Along these lines, in a recent article we delved into how to increase earnings by way of customer loyalty, a necessary step for any business that wants to grow. Among other things, retaining a customer is far less expensive than acquiring a new one. A loyal customer, in turn, becomes an advertisement, as such a person will speak well of your company and trigger positive word of mouth. Outsource customer service: the 4 benefits for your business To better understand why companies outsource customer service, here is a list of the primary benefits: cost cutting; qualified personnel and cutting-edge technologies; possibility to focus on the company's core business; better use of customer data. Why do companies outsource customer service? Stop economic waste Let's consider a company that has decided not to outsource its customer service. In this case, the business must form a dedicated team to deal with customer management and equip themselves with the appropriate tools. Staff training and the purchasing of technologies naturally involve costs that weigh on the company budget. Additionally, certain periods of the year present peaks in requests. A travel company, for example, during the summer or Christmas periods can be overwhelmed by a wave of requests. There is therefore a risk of not having enough staff to manage this enormous flow. On the contrary, in dead periods, such companies could employ an excessive number of personnel to manage a very limited amount of work. These fixed costs with outsourcing are transformed into variable costs, affecting the company budget less and increasing profits. Qualified staff and cutting-edge technologies By entrusting customer service to an external company, you can be sure of contacting a partner with a qualified and professional team and all the necessary equipment to support customers across each channel. You do not have to make investments for the training of internal staff. Rather, you get to rely on competent professionals who raise the quality and competitiveness of the service and guarantee you an important advantage over your competitors. In fact, in your market you can earn several points in the eyes of consumers, who see you as a technologically advanced and reliable brand. Focus on the core business of your business Customer assistance, while being an important service for your business, certainly cannot be considered its core business. What happens when you rely on an external company? You recover precious time that you can devote to doing what you do best. Your staff is freed up from tasks that are peripheral and can instead focus on the company's strategic functions and capitalize on those skills and competences acquired over time. The productivity of your company benefits as a result, where processes are more fluid and streamlined. A greater flow of customer data from which to extrapolate valuable information You may think that outsourcing customer service makes you lose sight of your contacts, particularly the information on your customers. In reality, it is the exact opposite. We at We Are Fiber keep track of all customer data, so as to collect and extrapolate useful information, such as purchasing behavior, preferences, questions and most frequent requests. With this data, you can customize your offer to meet the needs of your target audience. The companies that have relied on us have seen an increase in sales of 30%, the result of a personalized offer tailored to the requests of their customers. 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