These Four Industry Tips to Outsource Customer Service

Did you know that customers are more likely to abandon a brand if they have a bad experience with customer service? Nearly 90% of Americans consider customer support to be the most important factor in choosing a business to do business with.

Additionally, 78% of consumers will not purchase a product/service if they are treated poorly.

Your clients and you can only build a lasting relationship with your customers if you provide excellent customer service. Your customer service system can make or break your business. A remarkable customer service system can lead to better customer retention, loyalty, as well as long-term advantages.

These 4 tips will help you make the most out of your relationship and provide a positive client experience.

1. Quality Control over Cost Savings

68% agree that customer service representatives should be friendly and respectful. This should be enough to convince you of how important it is to know the quality control procedures your customer service provider uses.

You must consider the structure of your service provider's management. Many outsourcing companies have weak structures that offer little supervision or training.

You will be able to build a support group with superior management skills and higher quality control if you partner with a business process outsourcing company (BPO).

 

Objectives to Hiring Outsourced Customer Service

The primary objective of outsourcing customer service agents is to reduce operational costs. Instead of creating the department internally, your partner in customer service absorbs the costs and time involved with recruitment, screening, onboarding, and training. They also take care of the cost for office infrastructure, office space, and employee turnover.

Great customer service providers will invest top resources in improving the processes mentioned. This is tailored to your specific needs. They should be focused on providing the best customer service possible and utilizing the most recent software and technology to streamline processes and improve client relationships.

 

2. Take into consideration your budget and goals

Lower costs are the number one reason to Outsource Customer Support. Outsourcing will allow you to eliminate the need for fixed costs such as employee expenses or infrastructure costs. Outsourcing is still an investment. You're investing in a service that will help you achieve your business goals.

If you're investing in a company with similar goals, it makes more sense to allocate time and resources for an outsourcing customer service partner. You should look for an outsourcing partner who is committed to continuous training, data collection, insights, innovation, and general project management.

You can set clear expectations and goals with your outsourcing company and help them to create a budget that is fair and transparent. Knowing what you want allows you to track progress and identify ways to improve.

 

3. Cultural Alignment, Language, and Skills are important.

Our number one tip for outsourcing customer service is to consider language and cultural alignment, as these are the key factors in a successful partnership.

You should pay attention to the following key elements of cultural alignment: workflow, communication style, working environment, rules and regulations, problem-solving strategies, and relationship building.

To get a clear picture of the culture in your company, schedule a conversation to meet with the executive and management team from outsourcing. You will learn what they value and how your culture and work environment will match theirs.

Ask them about their views on the following areas and any other interests that you may have to improve performance.

1).Technology: Assess your views on technological innovation. This is crucial to align your growth views.

2).Industry Compare their industry knowledge and experience with yours and compare their vision.

3).Innovation: Check out their methods and track record to see if they are a good innovator.

4).Communication: Get to know their communication styles, methods, policies, and internal communications.

5).Support for Team: Inquire about how their HR department supports customer service agents during work.

6).Training: Ask the staff about their training programs to make sure they meet your needs.

7).Problem-solving learns their strategies to solve problems with customers and internally.

8).Recruitment: Take a look at their onboarding and hiring processes.

9).Language: Make sure your language proficiency matches the expectations of your clients.

10).Track RecordAsk about case studies and customer reviews. You can also contact their past clients to get their feedback about your partner firm.

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4. Pay Attention to Pricing and Integration

For our tips on Outsourcing Customer Service, we want to mention that different service providers have different pricing structures depending upon the industry, company vertical, and industry. These are the most common ways to price customer support services:

 

Pay-As-You-Go

Pay-as-you-go allows you to only pay for what you use, whether it's per minute or per resolution. When traffic increases, this payment model can lead to exorbitant pricing. This payment structure can lead to customer service agents being more focused on quality than traffic.

 

Pay Time Up-Front

This payment arrangement allows you to pay a fixed amount in advance. This payment method is great for high-volume calls as you get lower prices for a longer duration. There are risks of overpaying fees and wasting money if you don’t consume all the time you have paid for.

 

Flat Fee per Agent

The flat fee per agent allows you to pay according to the number of agents you have. Because there are fewer requests, this payment structure encourages high-quality service. However, even though call volume rises, you will still pay the same amount. This payment method may require you to sign a long-term agreement.

 

The bottom line

We hope you find our tips on Outsourcing Customer Service helpful. The pricing model that works best for your business depends on your call volume, customer requirements, organizational goals, as well as the company you are working with. You might be able to personalize your service or add additional services, depending on the outsourcing partner you choose.

While outsourcing customer service is often driven by the desire to save money, it should not be the deciding factor in choosing the company with which you will work. You should look for a company that offers more than just a service provider. You need to find a customer service partner who will be an extension of your business.

Integration is key when choosing an outsourcing partner. If your employees work alongside your outsourcing team, integration becomes even more crucial. It will be easier for everyone to reach your company's goals if you can merge your workflows. Clients will experience the best possible treatment at all points of contact.