The Crucial Role of Customer Service in Outsourcing Success

Outsourcing has helped many companies over the years. Not only does it save money and improve efficiency, but it also provides access to skilled professionals. A common area where outsourcing is used is accounting. Organizations often outsource accounting, bookkeeping, and tax services to a trusted outsourcing provider because of these benefits. 

However, it's important to remember that outsourcing isn't a one-size-fits-all solution. Before you decide, there are a few things you need to keep in mind. 

One of these is the customer service quality of the outsourcing provider. While technical capabilities and industry expertise are critical when choosing an outsourcing partner, the quality of their customer service is equally important. Why? 

 Because effective communication, responsiveness, and a client-first approach are essential for a smooth collaboration. Whether you're addressing concerns, seeking updates, or tackling unexpected issues, a provider with excellent customer service only shows that your needs are prioritized, which is needed for the long- term success of your organization. 

What is Good Customer Service? 

Like any relationship, outstanding customer service is the foundation of any good business relationship.  

But what exactly does providing customer service mean? For those in the service industry, it means providing customers with the necessary assistance before, during, and after making a sale to ensure their queries and concerns are properly taken care of. It includes everything from answering questions to solving problems, be it through call, email, or live chat.  

In the outsourcing industry, good customer service equates to creating positive experiences for clients during the engagement. Rather than a fully transactional approach, it encourages relationship-building — a necessary component for outsourcing success.  

Hence, when choosing an accounting outsourcing provider, it's important to pick one that excels in customer service. This way, you can build a successful and productive partnership. 

Read: 7 Ways to Increase Client Satisfaction in Your Accounting Firm 

Why Good Customer Service is Important in Accounting Outsourcing 

Here are some reasons why good customer service should be one of your top considerations when it comes to accounting outsourcing: 

1. Building Trust and Reliability

Trust is everything in any business relationship, especially when sensitive financial information is at stake. Hence, make sure that your accounting outsourcing provider is reliable and trustworthy. You can achieve this by: 

• Checking their credentials: Make sure to look for certifications such as ISO standards for quality management, customer service excellence awards, or industry-specific qualifications. These credentials demonstrate the provider’s commitment to high-quality customer service and operational standards. By verifying these, you can gauge their ability to handle inquiries, resolve issues efficiently, and maintain client satisfaction. 

• Reading reviews: Look at what other clients have said about them. 

• Asking for references: Talk to other clients to hear about their experiences. 

2. Better Communication

Good communication is essential for any business relationship. This is also especially important in finance and accounting, an industry where information and timely updates are the top priority. 

Whether you need help understanding a report or have a question about tax preparation, your accounting outsourcing team must be easy to reach out to and able to provide answers in a way that is fast and reliable. By having clear and open communication you can make sure everyone is on the same page. 

3. Standing Out from Competitors

In a competitive market, great customer service can set your organization apart from your competitors. Hence, it’s important to choose a provider that has a reputation for providing excellent customer service. Not only will it help you build trust with your clients, but it will also help your organization stand out among the rest. 

4. Keeping Clients Happy

Your clients need to feel that they are being taken care of, whether you’re working with them directly or through an outsourced partner. If your chosen outsourcing company is good at customer service, they’ll be able to handle client questions and concerns in a friendly and professional manner.   

In return, when your clients are happy with the service, they receive from you or with your outsourcing provider, they’re more likely to stay with your organization in the long run. 

5. Positive Reputation and Referrals

Aside from keeping your clients happy with the services you provide them with, their experience is also important. Once  clients feel heard and their issues are handled well, they will speak highly of your services and are more likely to recommend your services. This leads to a positive reputation and valuable word-of-mouth referrals.  

Hence, it’s important to make sure that your customer service is top-notch and that you’re providing the best possible experience for your clients. 

Read Next: Knowing the Efficiency of Outsourcing as a Business Strategy 

How to Evaluate Customer Service in an Outsourcing Firm 

When selecting an outsourcing provider, assessing their customer service capabilities should be a top priority. Here are some key traits to look for: 

1. Quick Responses

One way to check is how the outsourcing provider answer queries and solves issues quickly. If they are responsive, then this is a sign that the provider is committed to providing excellent customer service.  

2. Knowledgeable in the Industry

Another way to evaluate customer service is by looking at how well the provider knows the ins and outs of the industry and how do they communicate with clients. If they are able to explain complex issues in simple terms, then this is a good sign that they have a strong understanding of their industry and can provide high-quality support.  

3. Clear Communication Channels

The right outsourcing accounting provider should offer different ways to communicate with them, such as phone, email and chat. This will make it easier for you to get in touch with the provider when you need help or have questions about your account. 

4. A Track Record of Success

The best outsourcing accounting providers will have a long list of satisfied clients that they can show you aside from their proven credibility and experience. They should be able to provide references from other businesses in your industry who have used their services and were happy with the results.  

5. Regular Update and Informing

A good accounting outsourcing provider will keep your organization regularly informed about your accounts and are those who take the initiative to contact their clients when they see something wrong. They should be able to identify any issues before they become major problems and fix them quickly so that your organization doesn’t suffer as a result. 

6. Dedicated Support Teams

Lastly, when assessing a company's customer service, you should make sure that they have specialized units focused on client satisfaction. Teams like client experience and quality assurance can make a difference in providing the best possible service and are essential in maintaining service consistency and addressing your concerns effectively. 

Seeking a reliable outsourcing company to be your long-term business partner?  

Consider D&V Philippines as your go-to solution for optimizing your accounting firm's efficiency. With over a decade of experience serving businesses and partners across the United States, Australia, Asia-Pacific, Canada, Europe, and the United Kingdom, we bring unparalleled expertise to the table.  

Here's what set us apart: 

• Our Client Experience Unit ensures smooth interactions and provides “Red Carpet” treatment during client visits, with regular check-ins to address concerns and feedback. 

• Our Quality Assurance Department works tirelessly to improve service delivery and client satisfaction. 

• Our Client Service Department assigns dedicated account managers to maintain service quality and resolve issues quickly. 
  

By having these teams collaborate together, we make sure each client is supported every step of the way. Schedule a free consultation with us today. You can also download our case study, How a US based Accounting and Audit Firm Resolve their Talent Shortages Through Accounting Outsourcing to learn more about how we provide exceptional customer service to our US based client.