When you’re in the hospitality business, you’re in the business of caring for your customers. But does that mean you should handle your own customer care? Your initial reaction might be yes, but we can think of at least four reasons to consider outsourcing your customer service.
It can be costly to employ people solely for the purpose of handing customer service. Think about it: you’ll want someone available around the clock to serve your customers in all time zones. This isn’t a job for just one or two employees, it’s an entire department. And what kind of people do you want handling your customer care? Probably not just anyone off the street, right? We’re guessing you’d like someone with specific customer service qualifications. Recruiting and training the right people can be expensive, not to mention the costs associated with purchasing and maintaining the appropriate equipment. When you outsource your customer care, you are able to spend only a fraction of what you might spend on an in-house customer care department.
2. Customer satisfaction
There is a lot to be said for leaving a job to the professionals. Working with an outsourced call center gives you access to people whose sole focus is providing excellent customer service. Call center employees receive specialized training in customer care, so you know your customers will be in capable hands.
3. Multilingual agents
Do you attract customers from around the globe? Having access to multilingual customer care can be a huge benefit to your business. Removing the language barrier can simplify guest interactions, lead to quicker problem resolution, and provide a more positive guest experience overall. The ability to speak with guests, regardless of their native language, opens the door to communication with a larger audience, and a greater opportunity to provide an excellent customer experience.
4. 24/7 Availability
Wouldn’t it be great to know that your on-site employees are available to serve your in-house guests at any time, without having to worry about answering and routing incoming phone calls? When you outsource your customer care, your current and potential guests both receive specific, undivided attention from trained professionals, resulting in greater overall guest satisfaction.
The travel and hospitality industry is competitive, and outstanding customer service isn’t just a bonus, it’s a requirement. When you utilize off-site customer care, you can rest easy knowing that your customer service needs are being handled, and focus your attention and efforts on caring for your guests as they walk through your doors.