Eem (external) flexible customer service shell is a strategy in which, through flexible staffing, customer service capacity is tailored as much as possible to the amount of work at the time. (partial) Outsourcing customer service is a good solution to create an external flexible shell with the economies of scale OF EXPERIENCE.
Consumers are becoming more demanding and with that, customer service expectations are constantly changing. They expect good accessibility and good customer service no matter how busy or quiet it is. One of the most effective strategies that companies are embracing to achieve this flexibility is working immediately (external) flexible shells in their customer service departments. This approach, aimed at being able to quickly scale up or down staff in response to changing demand patterns, brings several benefits that go to the heart of operational efficiency and customer satisfaction
The concept of a flexible shell revolves around creating a reservoir of qualified and available employees who can be deployed on demand to handle peaks in customer demand. This can be achieved in various ways, including hiring part-time employees, working with freelancers or setting up a pool of temporary workers working on a contract basis. In addition, partial outsourcing of customer service a good option. In particular, when outsourcing to a specialised company, there are a number of economies of scale that ensure many opportunities at relatively lower costs. Read a blog detailing the benefits of outsourcing here.
Identifying the right sources of flexible staff is crucial, as is implementing effective training and onboarding processes to ensure that these employees can be quickly and seamlessly integrated into the customer service team.
Almost all businesses experience busy and or quieter periods. We have previously had a blog written about. Seasonal crowds are particularly troublesome for businesses. Crowds depend on the weather, for instance. Thereby, matching staffing to weather and expected crowds is really very difficult. Quickly scaling up with trained staff is often just too late and takes a lot of time. An (external) flexible shell solves that problem. By being able to scale up quickly (sometimes even immediately) when needed. Particularly with partial outsourcing, these advantages really come to the fore. After all, a good external partner like us (uhm :)) always has sufficient qualified customer service staff available. Partially on other projects and therefore we can shift capacity very quickly, allowing us to switch much faster as companies that do not have excess capacity in terms of customer service staff.
A minimally equal benefit that 1 of our clients pointed out to us the other day. In the off-season, this client had to keep 10 FTEs busy while there was work for two. That's a very expensive low season that all has to be made up for in the high season. This client himself stated: "I have to maintain a huge overcapacity in the off-season and still come up short in the high season". This can be solved with an external flexible shell. Staffing simply fluctuates with the need. Particularly because we always have a customer who is busy and so we can easily deploy people on other projects. So you can go from 0.5 FTE in the off-season to 15 FTE in the high season and keep the internal team at a basic level all year round.
In short Flexible Peel customer service:
The flexible shell in customer service is much more than just a workforce management strategy; it is a powerful tool that allows companies to adapt to the ever-changing demands of the market and maintain their competitive advantage. By investing in a flexible shell, companies can not only cut costs and improve operational efficiency, but also increase overall customer satisfaction and build a resilient foundation for future growth and success.
We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch.
With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.
Also with other questions about customer contact and customer service you can always contact with us!
Get in touch, we'd love to check it out with you!
SpangenbergGroup.nl
Specialists in customer contact
Randwycksingel 20 (C03)
6229 EE Maastricht
T: +31 (0) 85 8884661
Info@spangenbergGroep.nl
Wondering if we can help you with just good customer contact? Also your outsource customer service? Take contact with us!