HomeBusinessHow Do You Know When It's Time to Outsource Customer Service?

How Do You Know When It’s Time to Outsource Customer Service?

Is your business growing? Is it becoming challenging to maintain a high level of customer service in-house? If so, it might be time to consider getting outside help through outsourcing.

In this post, we’ll explore this topic in greater detail. We’ll provide you with more information about how to determine if it’s time to outsource your support department.

Increasing Customer Complaints

Are you noticing an increase in the number of unhappy clients you have? If there’s a rash of complaints about phone calls or emails going unanswered, it’s time to get help.

Bear in mind that those complaining are doing you a favor. They’re giving you the opportunity to resolve issues they experience. How many other clients simply move over to your competition without a word?

Ideally speaking, you should make the switch before it gets to this stage. However, that’s not always possible. If you notice that your team is feeling overwhelmed on a regular basis, it’s time to look for an outsourcing partner.

High Employee Turnover

Maybe your team has become adept at working in a high-pressure environment. Perhaps they can handle the increased workload admirably. This will mean you won’t see a distinct increase in customer complaints.

However, you’ll see cases of employee burnout. You’re likely to see more employees taking sick leave. Worse yet, you’ll notice a higher-than-normal turnover.

Escalating Operational Costs

As your business expands, your overheads increase. This is particularly true when it comes to maintaining an in-house customer service team. Running such operations yourself means facing costs such as salaries, benefits, training, and maintenance.

When you partner with the right outsourcing company, they absorb all of those expenses. Wondering how they can still remain competitive? They’re likely to operate in countries with a lower cost of living. Therefore, they have lower overheads than you do.

Inability to Scale

Maybe you want to grow your business or are experiencing spikes in demand. Can you upscale your team quickly enough to meet this challenge? Outsourcing companies usually build in excess capacity so they can offer flexible services.

If you partner with the right company, they’ll allow you to upscale and downscale as necessary.

Limited Expertise

Maybe you have enough employees. But do they all know how to deal with your clients professionally? Can they work with the new customer support technologies? Are they able to provide the right technical support?

If the answer to any of these questions is, “No.” it’s time to look into partnering with a firm that has the requisite expertise. You can instantly boost your service delivery by doing so.

Focus on Core Competencies

Is it becoming harder for your team to focus on their jobs because they’re fielding calls? Does your management team have to spend too much time putting out fires because of bad service? If so, you need to look for help quickly. This is important for both customer and employee satisfaction.

Expansion into New Markets

Moving into a new market can be challenging if there are language barriers and cultural differences. Throw in time zone challenges, and it may almost seem impossible. This is where outsourcing to a global provider can really be useful.

If you choose a team with experience in the area, you have consultants who can speak the local languages. More importantly, they understand the culture. In some instances, they may be able to help you navigate the red tape in the region.

Technological Challenges

The customer service game is big business. Every day, companies come up with technologies, applications, or solutions to improve customer support. Keeping up with these advances can be tricky, especially if you’re focused on building your business.

Partnering with the right support company gives you a shortcut. They’ll need to stay on top of the latest developments to remain competitive. You’ll benefit by association.


At the end of the day, choosing when to outsource is something that’s personal to every company. You need to carefully weigh up the pros and cons before making this move. Where possible, you should switch before your team has too many issues.

However, determining the best time to do so can be tricky. How do you balance what’s best for your budget with what’s best for your customers?

Must Read


Would love your thoughts, please comment.x