You are probably considering adopting customer service outsourcing strategy. This is definitely a great consideration since outsourcing customer service comes with tons of benefits such as reduced cost of delivering customer service. However, before you take the next step, you should find out if a potential customer care agent can deliver the type of service you desire for your valued customers.
What You Should Bear in Mind
Calls pouring in from customers can be quite overwhelming, especially in the present fast-paced environment that calls for aggressive performance metrics. As a result, call agents could become stressed out and under-motivated.
So, to be sure that the outsourced customer care agent will remain motivated in order to deliver the quality service that your customers deserve, you should look out for the following when hiring an agent;
Ability to Summarize Information
A customer care giver should know how to make information as brief as possible without missing out any vital piece that would help resolve a customer’s problem or conflict. Indeed, the ability to summarize information will help speed up the rate at which the agent attends to your customers, bearing in mind that customers do not like spending much time on the phone just to get their conflicts resolved.
Ability to Stick to the Resources Provided for Them
A customer service outsourcing agent should stick to the resources provided by the company it is representing instead of trying to guess the solution or answer to a customer’s question. It is very important that the agent sounds as confident as possible in representing your company. This way, the customer’s trust and loyalty for your company will grow in leaps and bounds.
Ability to Take Down the Customer’s Questions Correctly
In order not to miss out anything that the customer has said, a customer care agent should be able to take down accurate notes at the beginning of the customer’s call. Especially for angry customers who would rant from one subject to another, it’s best to take down notes in order to identify and address every one of the customer’s concerns and conflicts.
Ability to Take Control of the Call
The call center agent should know how to be in control of the call without sounding rude, harsh or as though he wants to discharge the customer as soon as possible. Some customers can keep ranting unending except the agent takes control of the call, which also helps to speed up call.
Finally, when you step out to hire customer service outsourcing agents, ensure they are highly professional, especially in terms of communication and just any aspect of customer service.
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.