The Four Main Reasons Startups Outsource Their Customer Experience Team


It may be trite to say that every business once started out as a dream, but it’s also the truth. Having a passion and a vision for something and having it come to life is one of the most powerful experiences on the planet.

When that something is a business, it is life-changing, exhilarating, and a little scary. From the beginning, you hustle to get those first sales on the board and assemble your staff to keep it all going. It can be a bear trying to get it all done and still stay afloat, but for those that have weathered the storm and come out on the other side, it’s a heroic triumph.

And if prosperity continues to flow, so does your communication and client management needs. If things are going really well, your staff may get overrun. If you’re spending all your time putting out fires and making customer calls, there won’t be enough bandwidth to continue to grow your vision. When faced with this problem, you start to think about some potential solutions.

One option is to outsource your customer experience team. If you’re a startup, you may think that call centers only cater to bigger businesses. That may be true of the massive call centers that sell thousands of seats, but when you look closely at boutique customer-experience firms, like Peak Outsourcing, you will find that these smaller, attentive call centers are much more adept at meeting your business needs.

With that in mind, we’ve taken a look at four main reasons why startups outsource their customer experience teams:

Speed and Flexibility

When you’re just getting started, marketing your products and learning from your mistakes are your priority. As you get a little air under your wings, you’ll have current customers to serve as well as new customers to reach.

In order to ensure that you’re able to give your customers the personalized attention they expect and deserve while giving you the time need to grow your business, you should consider outsourcing the customer service experience.

Outsourcing the customer experience can feel daunting and a little frightening. The long-term success of your business requires the ability for your business’ blueprint to be explained, replicated, and delivered with fidelity. Experienced client experience teams, however, exist to facilitate just that.

When you hire the customer-facing teams at Peak Outsourcing, you’re bringing on a team that will be knowledgeable in your industry and will learn about your specific business inside and out. We will customize our services to meet your specific needs, whether it’s providing a distinctive, on-brand experience for your customers or capturing analytics that reflect your customer experiences.

When you have a team in place that you can trust, you’ll have the bandwidth to grow your business and enhance your vision.

Delegation to Experts

Part of the excitement of starting something new is the ability to set your own rules and guidelines. With a very small show, that’s fine. However, as you grow, certain areas of your business will become increasingly more important, such as human resources, management, payroll, and data reporting.

Managing those areas may be beyond your level of expertise, and there is nothing wrong with that. In fact, if you are trying to excel in all of those areas at once, instead of focusing on the core needs of your business, chances are that your business will not last very long.

Recognizing that you need support to keep growing is a vital part of your business trajectory. Instead of borrowing more money or straining your resources to hire the people you need all at once, a better plan is to sub-contract with organizations who know what they are doing and exist to serve people just like you.

We have the experience, talent, and knowledge your business needs to thrive.

Cost Efficiency

It is expensive and risky to hire all the staff you need to run a rapidly growing business. The cost of each employee goes beyond just the cost of their salary, which is expensive in its own right. You have to consider the cost of recruiting, benefits, training, and more. And when your business is just starting to take off, that may not be where you need to put your financial resources.

When you hire an outsourced team, however, you can avoid the additional overhead, the cost will be much lower, and you’ll be able to leverage the skills of a team experienced specifically with the needs of growing startups. Because they’re experts at what they do, they’ll be able to handle the workload efficiently.

You can leverage a skilled, outsourced team that can handle your customer interactions, HR services, payroll, and more, and pay far less than if you hired the employees yourself, especially if you’re in a state with a high minimum wage.

Rapidly Scale When Necessary

Everyone starts a business with the hope that it will grow rapidly. When it takes off, however, you are faced with questions of how to support your increasingly complex business needs and growing customer base, while still focusing your resources on growing your business. For many startups, the answer is turning an outsourced business process outsourcing (BPO) group that can handle your administrative business and customer experience needs.

A key advantage of an outsourced team is that they can rapidly scale in tandem with your business needs. Being able to meet the needs of a rapidly growing customer base could potentially mean hiring and training several new employees, as well as purchasing the latest technology needed to support your customer service needs. Or, it could mean hiring an outsourced team that already has the experienced talent and infrastructure you need.

When you’re growing rapidly, a boutique business process outsourcing group, such as Peak Outsourcing, could provide you with all the resources you need to meet your business goals and provide top-notch customer service.

When you find the right teams to partner with, you’ll be able to grow your business seamlessly without a gap in the high-quality services that your customers have come to expect from your business.

Is Business Process Outsourcing Right for Your Business?

Your company may benefit from outsourcing certain functionality that you currently perform in-house. The resulting benefits can transform the way you do business and provide a greater focus on your core business functions.  Submit a contact form or call Peak Outsourcing today at 1-833-831-7325 to discuss how our team can help you achieve your goals.

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Patrick Freking
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Patrick Freking


Pat has built a long and varied career across multiple areas. He graduated with a BS in Finance from Arizona State University and got his start in the business world as a healthcare consultant for some of the largest hospitals in the world, including St. Luke’s Episcopal in Houston, TX and Brigham and Women’s Hospital in Boston, MA.

Pat then ventured into the banking industry, gaining vast knowledge of all facets of commercial and retail lending. Following this, Pat built on his depth of sales skills and worked as an enterprise representative, selling Oracle applications and software implementations to Fortune 500 companies, as well as he had the opportunity to represent an accounting firm focused on the implementation of Sarbanes Oxley regulations.

In 2004, Pat started his own real estate development and management company. Over the years he developed and managed multiple commercial properties throughout Arizona and Texas. It was then that Pat sought out the resources of third party outsourcers for many support functions of his business and grew to understand how important these operations were to the success of his own company.

Pat believes the key to his success has been choosing to build his businesses with strong partners. “The one thing I am certain of is that businesses are only as solid as the teams that build them. You have to trust and genuinely believe in the people you put in front of your customers. It’s my commitment that Peak’s partnership with your business will be one you can depend on”.