Real customer service and convenience never stop – this was the initial idea behind the first 7/11s, and retailers have turned it into a mantra to stay open for as long as possible. Never closing is an ideal situation for convenience stores, as they gain a monopoly on customers in the late night and early morning hours. Unfortunately, not every business can adopt this model – or can they?
In their drive to make customer service a priority, some companies fall into the trap of stretching hours into checks their human resources just can’t cash. Manufacturers of a certain size are the most common victims of this trap, especially if they ship their products internationally. They need staff on hand to answer inquiries from clients living in different time zones, but keeping operations going 24/7 is untenable and costly just to answer questions.
It’s during these times that companies seriously consider outsourcing their operations. Analysts talk about the reduced costs of outsourcing, but that’s only one reason so many companies are using it as an option. Companies like Outsource Consultants connect business to offshore call centers, and one of the biggest reasons they give for the outsourcing boom is the need to be available round the clock.
Having a call center in a different time zone ready to answer inquiries from clients solves many of the obstacles businesses encounter in their quest for better customer service. They don’t have to keep offices open indefinitely, and they can rest easy knowing that people are taking care of their clients without dedicating too much of their bottom line to it.
Playing around with time zones by outsourcing primarily communication services is a creative way of staying open without actually having to stay open all the time. These moves are all necessary, as keeping things as they are simply isn’t enough for modern companies to stay competitive and profitable.