How to Effectively Outsource Customer Service

How to Effectively Outsource Customer Service

Picture of Daven Michaels

Daven Michaels

New York Times Bestselling Author, 30-year business veteran, and Executive Chairman of CurrentC Group.

customer-service-centres1The process of outsourcing work abroad has really manifested, especially in areas of customer services. A lot of companies are starting to invest in foreign call centres and other training facilities across the world in order to benefit from untapped labour. You can effectively outsource your customer service department whether at home or abroad as long as you follow the proper steps.

Place temporary and part-time employees in your customer service centre, in order to reduce your payroll. You will of course notice that your call centres will experience a much higher amount of traffic during the holidays, and would experience a dip in call volume during other periods of the year. In order to keep up with seasonal service demands all you have to do is to outsource jobs to placement services. You can write a script for every customer service rep that is very easy to read. You can even hire high school graduates instead of hiring graduates by simply using a repetitive service formula that is quite simple to learn. Experts will advise that you search for a reputable outsourcing company where you can get professional service. An outsourcing firm will provide top quality compelling scripts and operators that will appease even the most difficult clients or customers – an inexperienced high school graduate may not have the skill to do this.

You can cut down on training costs by simply using well experienced customer service representatives to help train new employees. You can use a “shadowing system” and assign new group or team members to follow their well experienced colleagues as they expertly field customer service queries. When you outsource your customer service to a competent and reliable outsourcing firm, you will not have to worry about training new staff, leaving you with more than enough time to concentrate on your core business.

You can avoid new building expenses and the cost of renovation of old building by renting customer service space which was previously owned by a similar business.But the truth is how many buildings are previously owned by a business similar to yours? Agreed, it is a rather smart idea, but a much smarter idea is to employ the services of an outsourcing firm. You do not have to worry about renting an office space or buying expensive communication equipment or even hiring a professional customer service representative.

Make sure that you choose a reliable and competent outsourcing company for your customer outsourcing needs.

Daven Michaels

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