Using external customer service providers has several potential advantages

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At the same time, many companies around the world are seeking external support to ensure high service levels and high customer satisfaction. This is especially true for companies that currently handle their customer calls internally: 60% of these companies report that they are either considering or have already formally planned to engage an external agency. 

Among German respondents who currently handle customer service calls internally, 69% say their company is either considering using an external agency or already has formal plans to do so. This figure is higher than the global average of 60%.


specialization
Customer service providers have trained staff and the right technologies to effectively handle country email list customer inquiries, even at scale. This allows SMEs to focus on their core business and leave customer service to a specialized provider.

Cost efficiency
Specialized providers have developed optimized processes to stay competitive. They are familiar with all the tools and processes needed to provide first-class service and have perfected them for large customers. SMEs can benefit from this expertise without having to gain all the experience themselves.

flexibility
As a company's customer service needs change, external providers can often respond more quickly. They can increase or decrease staffing levels and establish new channels as needed. This eliminates the need for the company to go through costly hiring processes or implement new technologies with which its teams are unfamiliar. 

Tips for choosing a customer service provider
1. Address the issue of data protection directly

When you work with an external customer service partner, you inevitably have to share your customers' data. Depending on the country you operate in, you are subject to different data protection laws, and a violation can have serious consequences. Good providers are well-versed in the legal situation and can demonstrate the necessary compliance and security measures.