There are still many factors to consider. The type of business, industry, operational requirements and many other factors play an important role not only in the choice of outsourcing, but also in the choice of the many day-to-day activities you can outsource to achieve smoother operations and better customer satisfaction.
Customer service outsourcing can be a wise investment when done right. It’s time to take a closer look at how you should manage the relationship with your service provider when you decide to outsource your customer service.
Your customer service outsourcing strategy: simple and practical
So you’ve made the decision to outsource. You’ve chosen a service provider and paid the fees. Things have gone well and you’re enjoying the benefits of expert work, more free time and more money saved. While the process may seem to end there, there’s actually a lot more you can do to maximise the value of your customer service.
Customer service outsourcing strategy 1: Training contact centre staff
You can check, for example, that your service provider’s staff are properly trained for their tasks. Outsourcing partners take the time to select and train agents to ensure they provide the best customer service for your business.
That said, there are always areas for improvement. Discuss performance rates and staff levels with your service provider to identify areas for improvement, as in many situations they can offer more training and development to staff. Also, take the time to notice the strengths of the operation so that you can use them to your advantage.
The key to the success of any business is always the workforce. So it’s best to always invest in your people, whether they’re outsourced or not.
For example, an outsourced contact centre should ensure that its agents have in-depth knowledge of your company’s products and services, as well as common complaints and their solutions to optimise customer service.
Customer service outsourcing strategy 2: A good working environment
Your company’s culture also plays an important role in maintaining the efficiency and motivation of your staff. Successful companies go to great lengths to create a healthy working environment for internal employees. The same rule should apply to outsourced staff.
It’s important to ensure that your offshore team enjoys the same benefits as people within your own company. You need to keep your outsourced employees motivated by including them in benefits and team building. Make them feel that they are just as important to your company as your in-house employees.
Outsourcing strategy 3: Staff support
Finally, be actively involved in operations and work side-by-side with your service provider to ensure that the needs of your outsourced team are taken into account.
Remember, happy employees make better employees and therefore deliver better customer service.
Outsourcing your customer service: a strategic win-win partnership
Customer service outsourcing has developed to offer business owners a cost-effective option for hiring staff and a number of other benefits. It has now become an industry in its own right, offering career options to many professionals in different fields, including customer service experts.
To boost the growth of your business, you need to create a partnership between you and your service provider. You need to take the time to get to know your service provider and develop a joint strategy that benefits not only your business, but also theirs.
For example, if you decide to outsource your customer service to a contact centre, plan weekly or monthly exchanges with your service provider to ensure that you are on the same wavelength and to discuss any adjustments that need to be made.
Customer service outsourcing is also designed to help your business grow. High levels of productivity allow you to get the results you want.
Make sure you take the time to monitor your team’s productivity and identify weak points immediately. Develop solutions that benefit both your business and your service provider. Remember that your staff is made up of many people with different characters, and what is conducive to one may not be so ideal for another.
It’s always important to get to know your team and their working conditions, so you know how you can help them.
Investing in productivity means investing in your people. Benefits such as a good working environment and a good company culture help to build confidence in your team and motivate your staff to work smarter and, as a result, deliver the best results.
To sum up the outsourcing strategy
Remember that your outsourced team is just as important to your business as your in-house team.
When you choose to outsource, opt for a supplier who wants to see your business grow and succeed.
Choose a service provider who is first and foremost a true partner in your success. You’ll be surprised at how much time and money you’ll save, and how much extra work you’ll be able to offload.
To get the most out of the outsourcing experience, use a service provider who is not just a supplier, but a partner who is as passionate about your business as you are. If you would like to outsource your customer service, don’t hesitate to contact us to assess your needs and receive an attractive offer. ?