Should You Offshore Customer Support & Technical Support? Benefits and Examples of Customer Support Offshore Solutions
Effective customer support and technical support are critical for your organization’s reputation. However, it’s also time-consuming, especially when you’re paying in-house staff high salaries. By offshoring customer service and tech support, you free up your employees to focus on other tasks while also reducing costs and offering around-the-clock assistance.
Plus, in places like the Philippines, you can access English-proficient, skilled talent that makes sure your customers are well taken care of. That’s especially true with KMC Teams on your side to match reliable candidates to our needs and handle payroll, benefits, and everything else.
Before diving into all the fantastic benefits of customer support offshore solutions, what are customer support and technical support offshoring?
What is Customer Support & Technical Support Offshoring?
Customer support and technical support are similar, but have distinct differences, so it’s a good idea to clarify before looking at offshoring:
- Customer Support: Customer support handles inquiries, complaints, questions, and challenges that your customers face relating to your company, products, services, and basically anything else.
- Technical Support: Tech support provides assistance relating to hardware and software including apps, mobile phones, computer systems, and any other SaaS or tech products you sell.
By moving customer and technical support offshore to a third-party center, you reduce the burden on your in-house teams while also offering reliable 24/7 services to customers who need them. That means your customers around the globe will be taken care of, which instantaneously boosts your reputation and credibility.
Why Should You Offshore Your Customer Support & Technical Support Services?
When deciding if offshore customer and tech support is right for your company, it’s important to weigh some of the reasons you might consider doing so. Many businesses seek the help of an outside call center or customer support service simply because the costs of doing so in-house are too high.
Other organizations struggle to find customer support and technical support staff to begin with. When restricted to local candidates, it can be incredibly difficult to find reliable support, so they turn to outsourcing.
Either way, there are numerous benefits of utilizing an offshore call center or support service in other countries, particularly places like the Philippines that offer cost-effective talent that fit in with your culture and speak fluent English.
Benefits of Offshoring Your Customer Support & Technical Support Services
There are numerous advantages to outsourcing your support service as long as you have a partner like KMC Teams on your side to find the most reliable candidates and match them to your needs, specifications, and goals. Plus, we’ll handle all the red tape, payroll, and more so you can have complete peace of mind.
Reduce Costs
Offshore customer support staff are substantially cheaper than domestic candidates and with KMC Teams you don’t even have to worry about tax laws. That’s how we reduce costs by as much as 70%!
Offer 24/7 Support
What happens if your customers call your company while your teams are asleep? By outsourcing talent, you won’t have to worry about that because you can offer around-the-clock support.
Solve Staffing Challenges
By offshoring, your company can access more talent to fill critical customer and tech support roles. Plus, it frees up your in-house staff to focus on other tasks that help your business grow.
Reduce Training Time
You can leverage an offshore support center filled with reliable, fully trained staff, which means you don’t have to worry about time-consuming training. With KMC Teams, all that is taken care of.
Improve Response Time
Your in-house team only has enough time to answer a phone call, email, or other inquiry. By expanding your support teams in the Philippines, you can improve response time which means happier customers.
Mitigate Risk
While offshoring Customer Support & Technical Support has all these benefits, it still comes with risks like tax & legal compliance and data security. Getting an EOR mitigates all tax and legal risks and having KMC as your outsourcing partner ensures your data is secured.
Book a free consultation with KMC to start saving money, enhancing your business, and mitigating risk with full-service EOR and customer and tech support offshoring solutions.
Examples of Customer Support & Technical Support Jobs That You Can Offshore
KMC Teams can fill virtually any support role with reliable candidates that match your specifications and culture, but these are some of the most common positions we fill with qualified talent.
Inbound & Outbound Customer Service
When customers call, offshore support answers fast, 24/7. In addition, offshore candidates can handle outbound calls to shoppers & customers to improve your reputation and drive more sales.
Internal and External Helpdesk Support
Not only does offshore customer and tech support answer inbound calls from customers, but they can also provide assistance to your in-house staff, which means less downtime and faster resolutions.
Email & Live Chat Support
Offer online support with dedicated live chat and email support services. Whether you need to answer an inquiry on your website or help someone set up a product, KMC offshore centers can handle it.
Network Support
Your network is at the center of your operations. Keep it fast and secure to ensure efficiency throughout all levels of your organization by outsourcing with qualified, hard-working talent in the Philippines.
Software & Hardware Support
Offer hardware and software support to ensure a pleasant customer experience by leveraging a 24/7 support center. This can reduce returns, complaints, and poor reviews.
List of Customer Support & Technical Support Roles We Can Hire for You
- Client Service Manager
- Technical Support III
- Customer Support Associate
- Phone Enablement Specialist
- Service Desk Engineer
- Customer Support Trainer
- Customer Operations Specialist
- Customer Service Representative
- Customer Ticket Support
- Training & Communication Lead and many more
Didn’t find the role you need on this list? KMC Teams can also hire any Customer Support & Technical Support-related roles that your company needs by custom-tailoring talent based on your unique specifications. That means, you get highly skilled and culturally aligned candidates to help you reach and exceed your objective.
