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Customer Service Outsourcing: SME Customer Service

Customer satisfaction leads to better sales, a higher retention rate, the existing clients’ loyalty, and capturing of new prospects’ interest. Every business owner knows that providing an excellent service or product contributes to customers’ great buying experience. It is crucial to keep this experience consistent by understanding the essence of customer service in an SME environment. Many companies in various industries level up their game through customer services outsourcing and partnering with an outbound call center.

What is customer service outsourcing?

One of the business trends that is becoming common across the industrial sector is customer service outsourcing. It refers to hiring an outsourcing agency or company to handle the customer service operation, which includes responding to customer queries, problems, and decision-making. Many BPO companies in the Philippines are doing this core service for merchants and companies from foreign countries.

customer service outsourcing

Customer service outsourcing provides the following benefits:

  • Round-the-clock support
  • Cost-effectiveness
  • Increased productivity and efficiency
  • Better customer satisfaction and loyalty
  • Increased customer retention
  • Improved risk management
  • Quicker response turnaround time
  • Omnichannel support
  • Multilingual capability
  • Enhanced compliance and security

Significant roles of SME Customer Service

SME or Subject Matter Expert in any organization refers to a professional with a broad understanding and advanced knowledge of a specific group of clients or industry. Generally, an SME customer service team collects or collates information and writes and maintains materials that other support teams use. The organization handles the training, mentorship, guiding less experienced team members, and driving productivity to achieve targets.

SMEs are highly in demand in different organizations because of their unique qualifications and expertise. They deliver technical approaches, strategies, and guidance to work culture and operations. The SMEs’ experience in a specific area, equipment or tool, technical method, process, or practice supports the needs of a company.  Businesses in various fields can hire a team of SMEs or opt for third-party contractors like call center companies in the Philippines to handle the necessary tasks.

Some SMEs’ industries are human resource management, accounting, public relations, education, engineering, law, health, marketing, architecture, customer support, software development, and Information Technology (IT).

The primary duties of SMEs include:

  • Providing communication and documentation of specialized processes
  • Analyzing company activities to optimize efficient use of resources
  • Breaking down technical concepts to make them easy to understand
  • Making recommendations regarding the use of technology infrastructure, equipment, tool, or software
  • Supporting company leadership to ensure alignment of corporate/personal values with the core vision
  • Creating and editing various processes to improve task performance within the organization
  • Assisting in account management and sales growth if needed

Guide to successful outsourcing of SME Customer Service

Customer service outsourcing continues to thrive because of its many advantages to businesses. Primarily, it assists the enterprise or organization in consistently delivering a high standard of service to customers.

Here are some crucial factors to consider when choosing a provider of outbound telemarketing services:

  • Experience – It has a stellar reputation for providing personalized customer service based on the brand or business requirements.
  • Expertise in customer care– It has an omnichannel contact center that covers every customer touchpoint, making them feel valued and exponentially increasing profit margins.
  • Well-trained staff – It has a team of customer support representatives who can handle customers professionally and unfairly.
  • Technical support software – It is adept at using cloud-based and other innovative software to reach a global audience and provide the required services.
  • Competitive service cost- It suits your specific requirements and budget.


Opting for a reputable provider of outbound call center services can level up your company’s customer care quality. At the end of your business day, the decision to outsource SME Customer Service is a cost-effective solution to enhance customer satisfaction. 



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