Customer service has become one of the most critical departments in any enterprise. While some companies opt to hire more employees to attend to their customers' needs, there is a better solution—virtual customer service representatives.
Virtual Customer Service refers to any type of customer service that takes place over the internet. It includes phone support, chat rooms, email, social media, etc. A Virtual Customer Service Representative is an industry term for someone who works remotely, usually via phone or email, to provide customer support. They answer questions, resolve problems, and handle other tasks on behalf of companies that sell products or services online.
Virtual customer services representatives (VCSR) have the skills and the knowledge to convert regular customers into loyal consumers of your brand. They are trained to be experts and excel in areas where a regular employee cannot. They are also screened for empathy, active listening, and problem solution, which are essential traits any customer service rep must have. Below, you will find several advantages of hiring a virtual customer service representative.
Recruitment
The most straightforward way to explain how virtual customer support can save you money is through recruitment budgets. When you require an employee, you must inform your talent acquisition team to set part of the budget apart to inform how the company is looking for new workers. After the initial announcement, your recruitment team will interview the potential candidates and inform you about the prospects. This process is very time-consuming.
In contrast, hiring virtual representatives does not require a lengthy process. You only need to contact a virtual agency, and they will do the process for you. Most virtual agencies you can find online already have experts waiting to help the next business that requires their expertise. All of this for a similar amount you are investing in the recruitment process.
Training Resources
After hiring an employee, there is usually a two-week training process for the new worker to adapt to the company. This process means you pay an employee to learn before they have work done for your business. Not with a virtual assistant.
Virtual customer service representatives are paid only to do a particular job, and as we mentioned before, most of them are already experts in their fields. They can take on tasks such as shipping problems, client nurturing, personal shopping, process complaints, and so much more. You don't need to worry about them learning an inevitable process while paying them. Also, if your line of business is project-based, you can hire a VCSR only for a specific project. A Virtual Assistant will be ready to start a new task from the get-go.
Space and Equipment
When hiring a new employee, you always need to consider your office space and the equipment you must purchase for the new worker. These expenses may vary between buying a desk, a chair, a computer, peripherals and paying for all the licenses and software the new employee will use.
This issue will never happen with a VCSR. Since they all work remotely, you won't have to consider office space, equipment, or software within your budget. Reps already have access to the tools to execute their work properly. You will also be free from updating and maintaining the equipment as well.
Employee Benefits
All in-house employees have the right to benefits. These benefits include health insurance, sick leaves, and vacations. As a business owner, you must pay all these benefits when hiring a new employee.
You do not have to worry about paying benefits with a virtual customer service representative. Some of them are freelance and have their insurance and excellent time management. The other half of the reps work for virtual agencies, which pay their benefits without you spending a dime.
Project Success
After training your employees and introducing them to the team, it is time to prove themselves. Studies show that 45% of the time, a new employee will make a mistake within their first month in a new company. Most of these mistakes come from the new worker not performing up to the company's standards, which, in case, will make you lose money.
By hiring a virtual customer service representative, you can avoid these types of mistakes. VCRs are experts in their fields. They have years of experience behind them and resolve most problems that come to their attention. Although there is always a risk, the percentage is at its lowest.
Working Hours
When working for a company, it is impossible to keep focus all the time. Employees are entitled to short and lunch breaks by law. Still, they can take a few minutes when standing up for coffee, talking to co-workers, and having a little time to themselves between tasks. It is excellent to keep your team happy, but also, they need to get work done.
VCSRs only work for the number of hours you assign them. They will put their whole focus on a specific task and will produce optimal results for your business. And, most importantly, they will not charge you for extra hours because they will complete the projects you assign them in time. If you are thinking about offering virtual customer service, make sure you provide 24/7 support. This will help customers who need immediate assistance with an issue.
Management Costs
Suppose you consider hiring a team of workers. In that case, you will also need to ascend one of your current employees to a management position or hire a manager to supervise the new unit you are building. You will need to invest in training your new manager and present them with tasks they might have never done before.
The virtual customer service representative you hire will work directly with you or any other management position as an intermediary. A team of VCSRs will be able to handle themselves due to their experience as remote workers. A virtual agency will also manage them if you hire a company instead of different persons.
Hiring a Virtual Customer Service Representative
When choosing what is best for your company, your first priority should be your customers. If you keep your clients happy, they will regularly purchase your products and become a walking marketing strategy through referrals and recommendations. Hiring a virtual customer service representative brings that needed edge to your company and makes you stand above the competition.
Virtual customer service representatives have the expertise and the knowledge to ramp up your sales through customer support. They will make sure every customer feels comfortable buying your products and become an important selling point to your marketing campaigns.