Outsourcing Customer Service: A Labor Shortage Solution
The global labor shortage presents significant challenges for businesses, impacting their ability to recruit top talent and retain engaged employees. By 2030, an estimated 85 million job positions could remain unfilled, while only 21% of employees report as engaged at work. Many companies are outsourcing customer service as a viable solution to address this issue.
Customer service is pivotal for maintaining a thriving business, as a negative experience can cause 53% of consumers to stop buying from a company. Outsourcing customer service tasks allows businesses to focus on retaining their customers while coping with the ongoing labor shortage.
How to Outsource Effectively to Overcome the Labor Shortage
Key customer service positions that companies can outsource include after-hours calls, multilingual customer support, inbound client support, email support representatives, and customer service team leaders.
The Philippines and Colombia are two prominent outsourcing destinations, offering skilled and cost-effective workforces with English and Spanish fluency, respectively.
Businesses should prioritize employee engagement, optimize onboarding, increase feedback rates, and empower their staff to navigate the labor shortage. Embracing customer service outsourcing can enable companies to overcome labor shortages and enhance their overall performance.
Learn more about outsourcing customer service as the solution to labor shortage in the infographic below.
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