Call center outsourcing services provide great way to attend to your valued customers satisfactorily – but only when you have adopted due diligence in hiring the right company or providers for the task. It’s always a win-win situation each time a company or business decides to leverage outsourcing to perform certain business tasks. So, what is the yardstick for hiring an offshore or onshore customer care representative?
Customer service agents are in constant touch with your customers more than you. So, you should ensure you hire the right persons to represent your company as though you are the one. They are supposed to answer your customers’ questions, resolve their problems, process sales and generally provide useful information related to your product and/or service.
Therefore, it is expected that customer care representatives should possess certain skill sets and qualifications. As a result, when seeking to contract call center outsourcing services, you should look for certain skills and qualifications such as the following;
Effective communication is necessary skill to have in the skill-set toolkit of a customer care representative. Customer care reps are supposed to speak not just professionally but coherently on the phone, in person and even via email.
Experience with Customers
Since you are not hiring outsourced customer service reps on a full-time basis, you won’t be re-training them for this task. Therefore, you must ascertain that the outsourced customer service rep is well trained and has experience attending to customers in your line of your business.
Ability to Identify Customers’ Needs
Also, when seeking to hire an outsourced customer care rep, ensure the provider has the ability to identify customers’ needs, which is a great a way to identify the right solution for the customer. A good customer care rep should be proactive about customers’ needs in order to come up with effective solution.
Knowledge of Conflict Resolution Components
A customer service agent should be conversant with the components of conflict resolution. He or she should be a problem solver, be conversant with collecting information as well as resolving customer’s problem without veering off from the company’s procedures and standards.
Possession of Interpersonal Skill
Also, when you seek to leverage call center outsourcing services, you should ensure that the provider possesses interpersonal skills – ability to approach customers with friendly disposition, calmness and respectful demeanor. Even if customers are raging and speaking harshly, a customer service rep should know how to calm such customers and not talk back in a harsh tone.
Finally, you should be diligent and thorough when trying to hire call center outsourcing services providers. Employ the same standards, procedures and criteria as though you’re hiring a full time customer care agent.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.