Outsourcing implies hiring a third party to manage a section of your business on your behalf. There are several reasons why you might require customer support service outsourcing services to take charge of your duties. It can be because of your tight budget or lack of in-house staff to perform the tasks efficiently. Or simply for better support, especially during the seasonal cycle, to scale up your business.
Whatever be the reason, it’s necessary to outsource the right way to get the desired results. This article will guide you through some basic steps to outsource your customer service.
Determine your goals
Before reaching out to an outsourcing partner, establish clear goals. This can be approached as to what do you want from an outsourcing company? Are you aiming to provide better technical support to your existing clients or increase the client base?
Learning about your objectives will assist you in seeking the right services and different aspects accordingly. While at it, make sure to consult your legal division to check into any legal and security issues concerning outsourcing customer services.
Select a reliable partner
There are several outsourcing companies out in the market, but none of them are all the same. Therefore, browse through viable options to find what best fits your business.
Hereafter, schedule an interview with different managed service providers. While at it, check-in how your potential partner manages to deal with active clients. And how well they handle multiple, in-depth queries and conversations with the customers. If you deal with international clients, seek a multilingual customer service team.
Think about your customers
You know your customers best — how they interact with you, what social media platform they use, to how to catch their interest. And all of this matters while you are to partner with a third party for the job.
Therefore, make sure your outsource support team sounds exactly like you in every aspect of your clients. You can design some brand guidelines, including the format and the tone and voice setting, to follow up during a conversation.
Prioritizing customer satisfaction should be your primary concern.
Allow Open Communication Channels
Try to maintain healthy two-way communication in your partnership. This will help you discuss how things are working, which areas call for improvisation, and important customer feedback.
Know that both the groups should be kept in a loop about their respective relevant information for a successful partnership. This contributes to the lead to meet your targeted goals.
Schedule the training period
Although the top outsourcing companies are equipped with highly-trained staff, it’s necessary to train your new partner to ensure they understand your working criteria, culture, and quality standards.
Thus, dedicate some of your valuable time training your outsourced support team to make the most of your investment.
Once you are done with the outsourcing, the rest comes to evaluating the results. You can examine some critical aspects like the average response time, ticket volume, average resolution time, and Customer Satisfaction scores to calculate your customer support team’s performance and success.