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Exploring the Pros and Cons of Using a Customer Service Agency: Which is Best for Your Business

customer service aganet talking to the phone

Exploring the Pros and Cons of Using a Customer Service Agency: Which is Best for Your Business

When it comes to providing excellent customer support, businesses have two main options: using a customer service agency or having an in-house support team. While both options have their advantages and disadvantages, it can be difficult to determine which one is better for your business.

In this blog post, we will explore the pros and cons of using a customer support agency versus an in-house support team. We will also discuss how JobsDone, a customer support agency, can address any concerns you may have about outsourcing your customer support.

By the end of this post, you will have a better understanding of which option is right for your business and how JobsDone can provide exceptional customer support services.

Customer Service Agency

While outsourcing customer support may be the right choice for some businesses, several benefits exist. This section will discuss the pros and cons of using a customer support agency.

Whether you are a small business looking to expand or a large corporation needing additional support, a customer support agency could be the solution you have been searching for.

What are the Advantages and Disadvantages of Customer Support Agency?


  1. Cost savings on salaries and employee benefits:
    Businesses might save money by outsourcing customer care to an agency. In addition, they do not have to pay employee benefits such as health insurance, paid time off, and retirement contributions.
  2.  Specialized expertise in handling various customer issues:
    A customer support agency has a team of specialized experts trained to handle various customer issues. This includes technical support, billing inquiries, and complaints. These experts have the knowledge and experience to resolve customer issues quickly and efficiently.
  3.  Scalable solutions that can cater to your business needs:
    Customer support agencies can scale up or down to match client demands. Businesses can adjust support based on client inquiries.
  4.  Access to a wide range of technology and tools:
    Customer support agencies have a wide range of technology and tools to improve customer experience. This includes software for tracking customer inquiries, chatbots, and social media monitoring tools.
  5.  Reduced training time for your own staff:
    By outsourcing customer support, businesses can avoid the need to train their staff on handling customer inquiries. This can save significant time and resources allocated to other business activities.

Using a customer service agency can provide a range of advantages, including cost savings, specialized expertise, scalability, technology access, and reduced staff training time.

Here are detailed explanations for each disadvantage of using a customer support agency, along with how JobsDone can address these concerns:


  1. Lack of control over how customer support is handled:
    When using a customer support agency, businesses may not have full control over how customer inquiries are handled. This can be a concern for businesses that have specific policies or procedures for handling customer issues. However, JobsDone will work closely with the business owner to ensure that customer support is handled according to their preferences. JobsDone will provide business-friendly customer care if the owner doesn’t have a preference.
  2. Potential communication barriers due to language or cultural differences:
    One potential disadvantage of using a customer support agency is that there may be language or cultural barriers that could impact the quality of customer support. However, JobsDone has a team of highly skilled customer support professionals who are fluent in English and have experience working with clients from different cultures. In addition, the Philippines has a strong history of being under US rule, which has helped to develop a strong understanding of American culture.
  3. Limited knowledge of your business and its products/services:
    One potential disadvantage of using a customer service agency is that they may not deeply understand your business and its products or services. JobsDone makes sure to familiarize ourselves thoroughly with the products or services we will work on. This ensures that we have a strong understanding of the business and can provide effective customer support.
  4. Potential delays in response time or resolution of issues:
    Another potential disadvantage of using a customer support agency is that there may be delays in response time or resolution of issues. However, JobsDone is committed to providing timely and effective customer support. We have a team of professionals who are trained to quickly and efficiently resolve customer issues.
  5. Concerns over confidentiality and data security:
    Businesses may have concerns over confidentiality and data security when using a customer service agency. However, JobsDone takes data security very seriously. We have a strict policy of respecting confidentiality and data security. We also adhere to Philippine data privacy laws, ensuring that all data are kept confidential and secured.

While there may be potential disadvantages to using a customer support agency, JobsDone can address these concerns by working closely with the business owner, hiring skilled customer support professionals, thoroughly familiarizing ourselves with the business and its products/services, providing timely and effective customer support, and adhering to strict policies on confidentiality and data security.

What are the Advantages and Disadvantages of In-House Support?

In-House Support

In-house customer support refers to having a dedicated team of support agents who work directly for the business. This team can either be located on-site or work remotely. Here are some advantages and disadvantages of using in-house customer support:


  1. Better control:
    One of the biggest advantages of having an in-house support team is better control over the support provided. The business has direct oversight over the team and can ensure that they are representing the brand and providing high-quality support.
  2. Better communication:
    When support agents are located in-house, communication is typically more efficient and effective. There is less risk of miscommunication or delays that can occur when working with an external agency.
  3. More knowledge about the business:
    In-house support agents have more knowledge about the business, its products, and its customers. This can lead to more personalized support and a deeper understanding of customer needs.
  4. Easier to maintain brand voice and values:
    In-house support teams are typically more closely aligned with the brand’s voice and values, leading to a more consistent customer experience.


  1. Higher costs:
    Building and maintaining an in-house support team can be expensive, especially for small businesses. Costs include salaries, benefits, training, equipment, and software.
  2. Limited resources:
    In-house support teams may have limited resources, including manpower and technology. This can make it difficult to provide 24/7 support or handle a large volume of customer inquiries.
  3. Limited expertise:
    In-house support teams may have limited expertise in certain areas, such as multilingual support or technical support. This can lead to gaps in the support provided to customers.

Which is Better?

So, which is better – a customer support agency or in-house support? Well, the answer depends on various factors such as business size, budget, and customer base. You’ll want to consider which approach is most cost-effective for your business. Additionally, if you have a large customer base, a customer support agency may be the best option to handle high volumes of customer inquiries. Conversely, if you have a smaller customer base, in-house support may be a more cost-effective approach. However, JobsDone worked with small to large businesses.

Customer Support Agency: Conclusion

There are pros and cons to both approaches when it comes to customer support. However, the decision ultimately depends on your unique business needs. It’s important to evaluate your budget, business size, and customer base to determine which approach will work best for you. We hope this article has been helpful in making that decision!

If you’re a business owner looking for a customer support agency or virtual assistant, JobsDone can help. We have a team of skilled professionals who can provide exceptional support to your customers, allowing you to focus on growing your business. Contact us today to learn more about how we can assist you.

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