Internal teams that oversee more than their own core functions can result in neglected areas within your business, leading to underperformance and dissatisfied customers.
Both small business owners and large corporations experience similar issues.
If your internal team is handling everything, something is being neglected.
Maybe it’s customer experience. Perhaps it’s the correct management of your sales pipeline.
Outsourcing does not mean giving up control. When done right, it is precisely how your business regains it.
It can unlock sharper focus, stronger delivery, and a healthier internal team of employees within your organisation.
If you’re considering what to outsource in business functions, here are ten solutions to your problems you can start outsourcing today.
1. Customer Service
Missed calls due to the lack of extra staff can have consequences across many areas of your business.
Missed sales calls = Lost new customers and revenue, resulting in a higher cost per acquisition (CPA) for your lead generation marketing campaigns.
Long Queues = Missed revenue in sales departments, and a more irritable customer once they get to talk to your employees.
When outsourcing call centre services to BPO professionals, support becomes easier to scale and also manage.
Customers received a consistent branded experience, whilst the full-time employee within your organisation can focus on their more important tasks that form part of their core functions.
We offer full-time overflow customer support agents in Durban, South Africa. All your agents are trained to match your organisation’s tone of voice and key performance indicators (KPIs).
This means higher availability for customers, lower waiting times and customer satisfaction scores that stay strong through seasonal peaks or unexpected demand.
2. Technical Support (Tier 1)
Your tech team should not be fielding password resets and basic usage queries.
Support functions like these can slow product development and frustrate both engineers and customers alike.
Outsourcing Tier 1 technical support enables customer issues to be resolved efficiently while preserving your technical expertise and resources for the jobs that matter most.
We offer support organisations with outsourced trained agents who know how to resolve basic queries fast and escalate the right ones to more experienced professionals.
Your customers receive the answers they require promptly, and your tech professionals remain focused on the types of functions you prefer them to dedicate hours to.
3. Live Chat
Live chat is one of the most visible channels on your website.
However, most organisations manage it inconsistently, and the lack of constant oversight creates delayed responses and a fractured customer experience.
What may only seem like a few minutes’ delay in chat can lose a sale or shake a customer’s confidence.
Outsourcing live chat support to agents trained on your tone and process can be a cost-effective way to maintain fast response times, providing significant benefits to your customers even outside of regular hours.
We provide ‘always-on’ outsourced chat support and hybrid overflow services. This means whether your visitor lands on your website at 10am or 10pm for support, extra staff are waiting to help.
This improves not only conversions on sales queries but also strengthens customer trust in your brand, knowing there is always a fast solution to their problems.
4. Appointment Booking
A healthy sales pipeline and closed deals are the bedrock of any successful, growing business.
Salespeople undertaking diary management and other time-consuming non-sales tasks are not.
Outsourced appointment setting teams take administrative tasks away from salespeople and allowing them to spend time on more productive areas.
The result? Fewer no-shows, cleaner pipelines and more focus on revenue-driven tasks.
An outsourced appointment team takes that admin off their plates. The result is fewer no-shows, cleaner pipelines, and more focus on revenue activity.
We offer outsourced call center agents who schedule qualified appointments directly into your CRM or calendar using scripts that you approve.
You remain in control. Your team saves hours every week.
5. Lead Generation
Lead generation requires structure, energy and clear focus.
Many in-house lead generation teams may become undertrained due to time and resource constraints. They may also lack the necessary monitoring and analytics to determine if they are optimally converting your marketing budget.
By outsourcing lead generation, you have a dedicated team with the sole focus of prospecting, following up, data entry, and preparing the lead for your salesperson to close.
Your team can then step in and close the warm leads.
We work with you to define what a good lead looks like. From this, we then run structured campaigns using your data sets (we can also source them) to deliver exactly that.
6. Overflow and Out-of-Hours Call Handling
Every missed call is a chance to lose a new customer to a competitor.
Whether it’s because your agents are all occupied with current calls, or it’s a prospect trying to contact you outside of business hours. It’s a situation you’d rather avoid.
Outsourcing phone answering services is a perfect solution that, when your team is busy or unavailable, agents are on hand to step in.
Customers still speak to a real person. You still catch the calls that count.
We provide 24/7 phone answering services, allowing your organisation to ‘follow the sun’ and be available to customers at all times of day.
Calls are answered promptly and professionally, using your scripts and tone. Urgent calls are directed to your professionals, and we manage the rest carefully, ensuring a seamless extension of your brand.
7. Customer Loyalty and Retention Outreach
Many businesses lose customers in silence. Not because the product failed, but because no one ever followed up with the customer.
A structured post-sale outreach helps you maintain contact with new customers, facilitating repeat purchases and the upselling of additional services.
Simple check-in calls can significantly impact the tone of the entire relationship and transform a one-off purchase or trial into a lifelong customer.
We help you build post-sale customer service campaigns that feel human, not automated and soulless. Customers receive personalised communication that makes them feel remembered and appreciated.
We help you build call campaigns that feel human, not automated. Customers receive personalised communication that makes them feel remembered and appreciated.
8. Email Support
A surge of customer queries flooding email inboxes is often where good customer service can decline in quality.
Long delays, missed replies, and emotionless copy-paste messages create more frustration with your customers than help.
Outsourcing email support keeps your inbox moving efficiently and ensures customers are satisfied with their time to resolution.
Every query gets answered. Issues are resolved faster. And customers notice.
Our outsourcing team handle email support for clients across several industries, using custom templates, escalation flows and tone guides that represent your brand as if they were sitting in your own office.
9. Back Office Admin and Processing
Tasks such as data entry, document processing and customer updates are all important functions of your business.
However, they are not what your team should focus on.
Outsourcing back-office tasks allows internal staff to focus on core functions and delivery, not admin.
We offer back-office solutions, including data validation, form processing, and even community moderation services, along with general administrative tasks.
We eliminate the repetitive processes that hinder your business without ever appearing in reports.
10. Virtual Assistant
Tasks that are essential to your business, although they do not require your team’s expertise, can still consume significant time and waste precious resources, detracting from functions that drive more revenue.
Items such as scheduling meetings, formatting reports or carrying out research are tasks that are prime for virtual assistants. Instead of splitting focus all day, your team can hand off the low-value tasks that slow them down.
Outsourced virtual assistants can alleviate the pressure on your internal staff at a fraction of the cost. They function as a dependable extension of the business, enabling your team to remain organised and focus on higher-value work without missing deadlines.
It’s one of the simplest changes a business can make to gain more time without losing momentum. More time, less stress, and a team that performs better with fewer distractions.
We provide experienced virtual assistants who seamlessly integrate into your team. They handle inboxes, manage diaries, format reports, take meeting notes, and clear up what needs attention, so your team stays focused.
Consumer Links – Seamless Outsourcing Solutions
Every function of your business is critical to delivering successful outcomes and a profitable business.
However, the most successful way to deliver this is not always an in-house solution.
Outsourcing creates breathing room for internal teams while also strengthening delivery. Your team operates at a higher level without being stretched across multiple tasks.
At Consumer Links, our outsourcing solutions are designed to seamlessly integrate with your team, maintaining your standards and culture.
If you’re noticing a drop in quality as you scale and grow, we’re ready to show you how our BPO services are the answer to continued success.
Contact us today and let’s chat.
