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According to Investopedia, Outsourcing is the business practice of hiring a party outside a company to perform services or create goods that were traditionally performed in-house by the company’s own employees and staff. Outsourcing is a practice usually undertaken by companies as a cost-cutting measure. Providing customers with a full-circle customer experience can improve their relationship with your brand and your products/services but how can you provide your customers with this in a cost-effective manner?

Nowadays everybody is talking about it: Outsourcing. Whether you are outsourcing your IT support, office cleaning or system provider, organisations are outsourcing more than ever. According to, 37% of small businesses outsource at least one business process. If you cannot supply a product or service to the highest possible standard – why not outsource?

Outsourcing can complement a growth strategy for any company as it allows your internal teams to focus on core responsibilities. Some of the benefits of outsourcing your customer support include –

  • Cost Savings – Outsourcing your customer support can provide huge cost savings for your organisation by cutting out many overhead costs including training, holiday pay, and sickness cover.
  • Additional experience – Hiring an external party to support your customers can allow you to hire an experienced workforce that enhances your current solutions.
  • Add value – Outsourcing your customer support can allow you to provide a top-class service to your customers through a multichannel solution that you may not have the skill set or know how to provide in-house.
  • Support during times of high demand – Choosing the correct outsourcer can enable you to support your customers during times of high demand. This reduces the need to hire seasonal staff. Your outsourcer can ramp up and down as required to meet fluctuating demands. 
  • Flexibility and Peace of Mind – Outsourcing should be used as a management tool and allow you to take on additional business knowing that your outsourcing partner can grow with you and take on additional pieces of work as your company grows. 

In-house customer support can prove to be an expensive solution to improving your customers’ experience with your brand. But providing your customer support in-house is not the only solution. There are many options for providing customer support to your clients and outsourcing can be the most effective and efficient solution.

Outsourcing your customer support can assist your company with a variety of functions. At Arema Connect we offer our clients tailored solutions to manage differing needs including –

  • Office Hours Support – A variety of support services across a range of sectors which are provided during office hours tailored to meet different needs. Our in-house team acts as a seamless extension of our client’s operations.
  • Overflow Support – An overflow support service can help your organisation during periods of high volumes or when employees need to focus their attention elsewhere. Currently, we support several clients during their peak season including the back-to-school and Christmas rush. 
  • Out-of-Hours Support –  This offers clients a solution to support their customers outside of their typical operational hours. As we operate on a 24x7x365 basis we have the ability to support our client’s customers around the clock including weekends and public holidays. 
  • Emergency Support – Our Emergency Response Services can support a wide range of needs including Adverse Event, Product Recalls and Emergency Lines/Campaigns. 

Most importantly to make outsourcing successful it is essential to deliver an effective and efficient service. Customer satisfaction is the most crucial factor in the outsourcing business, and our aim is to create long-term relationships with all of our clients. If you would like to find out how we can help to improve your Online Customer support contact us today –


Millie Cooper, Marketing Executive - Arema Connect Blog Bio