Nowadays, Customer Service Center and Support is a quintessential part of any business. The reputation of your company depends on the quality of customer service you are providing. In addition to that, customer service is a way you are directly communicating with your customer. Some people prefer to keep their customer service in-house; there are others who pick third-party providers, customer service outsourcing companies, to run customer service and support.
To involve a third party provider to run a service for your company in exchange for a fixed amount of money is called outsourcing.
Huge businesses choose to have both in-house customer service and outsourced customer service. It all depends upon the demand and magnitude of your business.
If you wish to outsource customer support for your company, then there are a lot of things you need to consider. Read more to know how to outsource customer support in a right manner.
See if the customer service outsourcing companies your are considering are compatible enough
Before choosing a customer service outsourcing company to work for you, take a look at the company’s profile and test the skill of its customer service team by running a test call. Take a deeper look at the level of efficiency of the third party customer service team by asking relevant questions and considering a problem from a customer’s eyes. See if you are satisfied as a customer with the answer you got from the team.
Run an online or in-call survey
You can run several surveys online or in-call to know about the quality of service your customers are getting. The surveys can be done online through email, social media, live chat on the company website etc. or it can be done after a customer calls the service team with a question. There are several methods to build up an in-call survey. One idea can be like attaching a small one to five rating system after the call which will rate the customer service team member who received the customer’s call by the number which the customer gave the member by pressing any of the one to five buttons in the customer’s phone as per the customer’s better judgment.
Search for online reviews for the customer service outsourcing companies in question
Check relevant forums and website where you are likely to find reviews on the service of the customer service outsourcing company. There are many forums, blogs and websites where people give consumer reviews such as Trustpilot, glassdoor, Consumer Reports etc. Other than that, there are many blogs in which you can find honest reviews. It will help you judge who to outsource customer support to.
Break the language barrier
Many a times, customers complain about the communication between them and the customer service team member due to a different accent. You should ask your customer service outsourcing company to provide you agents with neutral accent. Accent can be a serious problem that you should not overlook.
Select a customer service outsourcing company which has a dynamic and competitive environment for the customer service team
Some customer service outsourcing companies have a wonderful team but such a rigid environment that the team members lose their interest to provide better services. Don’t shy away from selecting a relatively new provider in the market. Often, the new companies have outstanding strategies and ideas that can boost your sales rather than an old company which has been there for years. More than that, choose a provider who has a dynamic work environment for the team members such as paying per hour, bonus system to invoke competitiveness and excitement among the members etc.
Monitor the calls by a software
Nowadays, there are software packages to monitor calls. Use them to track the quality of services your customers are getting. It is imperative if you wish to outsource customer support.
Finally, make the transition
After making sure everything is as per your needs, it’s time to make the transition. Here are some ideas on what you need to be careful about when you outsource customer support.
Double check the contract
Before signing the agreement, discuss the contract with your trusted advisers and make sure this is what your business needs. Double check the part of discontinuation of partnership in the contract. See for any unjustifiable legal restriction in the agreement.
Don’t leave everything on the third party provider
It's not prudent to leave everything to the third party customer service outsourcing companies. Monitor their level of service from time to time. The customer can have the maximum time possible with a member during a call, but it doesn’t mean that the service is satisfying to the customer. This subtle laxity and inattentiveness can make a barrier in achieving the optimum profit in business.
Choose an individual dedicated to monitoring the quality of services from the third party provider
Choose someone efficient in communication and authoritative responsibilities to monitor the quality of customer service that your outsourced call center is delivering.
It is important to always remember that fulfilling the needs of your customer is your responsibility. Even if you are outsource customer support to third party provider to carry out the crux of that responsibility, it doesn’t mean that you don’t have any role to play.
To summarise all of the articles in one line, it can be said that outsourcing customer service centre is a great idea if you can monitor and supervise the service you have chosen for your customers.