Customer service outsourcing has become the in-thing because of its superb all-round efficiency. Whether you are outsourcing to an offshore call center (which is more cost-effective) or contracting the services of an on-shore customer service rep, you should learn how to maximize the services.
Ensure the Customer Rep Has a Good Knowledge of Your Product
It is your duty to ensure that your customer service agent is well acquainted with your product and/or service. This will help them in representing your company accurately in terms of answering customers’ queries and supplying business info to a customer.
So, you should have intensive orientation sessions to lecture your outsourcing customer service agent on your product, the values it delivers, and other essential information about your product. This is also a great way to aid the efficiency of your help desk rep.
Find Out if the Customer Rep is Familiar with Your Operations and Procedures
Being an experienced customer service rep is not enough to deliver the desired result. In addition to experience, a customer rep should also be familiar with the procedures and operations of your type of business and the industry as a whole. Again, it is your responsibility to train your customer reps on the procedures and operations of your business and industry as a whole.
Subsequently, you can let them come up with their own work system since they are already experts in customer service. However, if you prefer to create your own work system for your customer service agent, you should inform your outsourcing call center agent.
Check out for Excellent Communication Skills
Miscommunication or misunderstanding can cause a customer rep to damage your company’s reputation with a client or customer. This is why it is important that your customer rep understands your company inside out, and at the same time possess excellent skills when it comes to communicating your company’s info to customers. Excellent communication skills and patience are also great virtues required when handling customers.
You should not be in a hurry to outsource help desk — as good as it is. Sit back first and adopt a strict and result-oriented procedure that would help you hire the right outsourcing partner for your call center.
Tracking progress is also a great way to make most of your outsourced customer rep. Since you are not physically present, you want to ensure that your customers’ experience with your customer service is worthwhile. You can put up feedback methods that you will use to determine how satisfied (or otherwise) your customers are. In essence, make sure that the customer rep is indeed delivering great service that would make customers come back.
Go ahead and implement these customer service outsourcing tips.
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 to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.