Is In-House Customer Service Holding Back Your Business?
Even the most digitally mature companies need extra staffing sometimes. Capterra’s survey found almost two in three service desk employees (60%) say their company is either considering hiring an outside agency or already has formal plans to do so.
Customer service thought leader and author Shep Hyken shares his insights on when companies should consider hiring an external agency to handle their customer service and what the benefits are of working with external customer service agents: Link to article
“If your business is seasonal and you have certain peak times during the year, a customer support agency can help out,” explains Hyken. “Then you are always sure you are staffed properly at busy times, and you can easily scale down when there is less demand.”
Discover all the insights on Capterra: https://www.capterra.com/resources/ai...
0:22 - Intro
0:55 - Signs that you should hire an external customer service agency
1:43 - The biggest benefits of hiring an external agency
2:30 - Disadvantages of hiring an external agency
2:59 - Tips on how to overcome difficulties with external agencies
3:29 - Which functions can be best kept in-house
4:13 - The most important questions to ask agencies before hiring them
5:30 - How to ensure your relationship with the agency stays strong
6:21 - Possible issues that might arise with an agency
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