Outsourcing Customer Services: Maintaining Levels of Customer Support

On August 30, 2012, in Outsourcing, by Business Development Group

 

Many companies have been lured to outsource their customer support services by the promise of cost advantages through the low labor costs in offshore locations.

Before outsourcing the customer support department to an offshore location, it is crucial to establish the level of service quality and customer experience and determine if your outsourcing service provider is capable of maintaining them.

Outsourcing the customer support department can be tricky and risky. After all, it is the company’s strongest point of contact. Each customer support transaction leaves a deep and lasting impression on customers, affecting customer satisfaction and loyalty.

Many companies have been lured to outsource their customer support services by the promise of cost advantages through the low labor costs in offshore locations. However, going into this outsourcing venture without a clear plan of action and simply entrusting everything to the outsourcing provider can spell disaster. Before outsourcing the customer support department to an offshore location, it is crucial to establish the level of service quality and customer experience and determine if your outsourcing service provider is capable of maintaining them. More importantly, it is important to consider the following guidelines:

Ensure English Proficient Representatives

This is the most important requirement. Customer support services require representatives that can understand and communicate well with customers. Before selecting an offshore outsourcing service provider, it is crucial to examine the vendor’s capability to supply a stable pool of representatives that are English-proficient.

Related Article: The Philippines’ Business English— Indicator of Economic Growth and Business Success for BPO

Establish the Customer Support Experience

There are many call centers and contact centers in popular offshore locations like the Philippines highly experienced in providing customer support services to many kinds of companies which you can use to your advantage. First and foremost, communicate your business goals and the customer support experience your company currently provides. This will become the basis for performance measures and indicators.

Related Article: Outsourcing Services: 3 Points to Improve Quality

Regularly Check Performance & Service Quality

One way to check the performance and quality is through the reports regularly received from the outsourcing service provider, and also through the work of your management team. Regularly reviewing and assessing random calls is also a good way of maintaining service quality. This is an important task to perform regularly in order to immediately notice any trend of poorly-handled questions that might occur and provide the best possible resolution.

Related Article: Serving Customers from Offshore

Ensure Continued Training

While your outsourcing service provider is responsible for the monitoring of daily performance and quality of customer service representatives, it is the client’s responsibility to ensure that the outsourced customer service team is kept updated and familiar with all the aspects of the company’s products or services they are providing customer support for.

Related Article: The Outsourcing Relationship: Visiting Your Offshore Outsourcing Vendor

 

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  4. Roger Murphy says:

    simply entrusting everything to the outsourcing provider can spell disaster. Before outsourcing the customer support department to an offshore location..

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