Scaling Up with Outsourced Customer Service

Making the choice to implement a growth strategy is both an exciting and daunting part of any business life cycle. The good news is that your brand and services have a proven following, so scaling up is a sign that the future of your company is bright. However, implementing a growth strategy can be risky, and investing your time and resources in the wrong initiatives can delay your company’s continued expansion. You may find yourself asking whether different approaches will truly deliver the results you hope to achieve.

Although uncertainty around growth is inevitable, outsourcing your customer service is one smart and empirically proven choice that growing companies can make to scale up their business. While business owners may have hesitancy about handing off their customer interactions to an external firm, the right customer service outsourcing company can improve customer sentiment for your business, lower your rate of returns, and provide numerous other benefits.

If you’re considering outsourcing your customer service process, keep reading to learn how it can help you scale up and grow your business.

Outsourcing can bring more than just customer service agents to your business

Many people think of remote call centers when they think of outsourcing their customer service operations. Yet the big picture shows the best customer service outsourcing companies offer your business much more. Along with call centers, they bring you:

• Industry-leading data analytics and aggregation software. Offering valuable customer feedback and a real-time measurement of shifting customer demands, you can improve your growth plan by accurately taking the temperature of your customers.


• Access to industry best practices and training. This is vital to ensuring your call center staff is experienced, knowledgeable, and able to accurately and warmly represent your brand during every customer interaction.


• Consulting services driven by customer sentiment data. Get the most for your advertising money by using the data to inform your marketing and advertising outreach across all channels.

Preserve significant resources so you can invest in your business instead

When including infrastructure and staffing costs, a seven-figure expenditure to start a professional call center simply isn’t feasible for a growing business. While some companies may still want to control their own call center, outsourcing your call center means also outsourcing some of the fluctuating costs and management headaches that consume valuable time and management resources better spent on growing your business.

• A major benefit of call center outsourcing is the ability to scale your staffing up and down based on cyclical demand for your business. In anticipation of seasonal surges or declines in demand, call center outsourcing can staff to meet your needs, saving you money by avoiding excess staffing AND ensuring you have ample staff for surges in demand.


• Training, managing, and hiring new call center staff adds a new wave of HR headaches and hiring concerns, but your call center outsourcing firm can do it all for you.

A customer service outsourcing firm is ready to scale up with you

The best problem for any business to have is unexpected rapid growth. However, if you are unable to scale up your customer service to meet that rising demand, a customer’s first experience with you brand may be their last. Even worse, your customers who were once loyal may cease to be if the personalized, responsive service they expected from you is gone.

Much as customer service outsourcing can help you avoid excess staffing costs during cycles of demand, experienced customer service outsourcing firms like Canon ITS can quickly add experienced staff to meet rapid growth in customer service requests and interactions. The best part? Canon ITS ensures new customer service agents are trained, fully versed on your messaging, and able to serve as a natural extension of your brand right from the start, guaranteeing your customers – new or repeat - receive a high-quality experience and leave with an equally positive impression.