Whether you are looking for external help to answer your customers’ queries satisfactorily or generally offer quality customer service in an affordable manner, hiring a customer service outsourcing company can be a smart move to make.
And, since customer service functions are often seen as non-core functions, they are better outsourced to a professional third party so that the in-house staff can focus more on the core functions of the company or business. Often, this task is seen as “front office” function, and its outsourcing is simply known as “front office” outsourcing.
In order to get the best from customer service outsourcing, here are some steps and tips you should adopt;
Look into Your Current Customer Service Needs
You should sit back and outline what is lacking in your existing customer service department. How superior (or otherwise) is the current customer service given to your clients? What is the volume of interactions with your customers on a daily basis? Are your customers truly satisfied with the current service they are getting from your customer care representatives?
Find Out How Much You’re Currently Spending on Your Customer Service Unit
One of the major reasons to contract an outsourcing customer service company is to save cost. Before you can determine if outsourcing will provide this cost saving benefit, you need to compute how much you’re currently spending on your customer service department. The costs to put into consideration, in this case, would include salary, facilities, office space and training cost. This will help you make an effective and objective comparison with the outsourcing company’s offer.
Evaluate a Couple of Customer Service Outsourcing Companies
Go online or ask around for reputable customer service providers. And, when shopping around for reputable customer service givers, you should ensure that the vendor is experienced in offering customer service in line with your products and/or services. You should not solely focus on cost benefit.
Request for metrics and proofs of similar businesses they’ve offered customer service prior to this time and what measurable or tangible value their service added to the business.
Put up a Contractual Relationship with the Outsourcing Company
Once you’ve rigorously and objectively hired the right third party for your customer service task, make sure there is a contractual obligation in place that will guide the relationship between you and the company. Don’t operate in a shabby manner, you should establish a formal contract that will guide the project. This way, each party will be responsible for their actions.
Put a Monitoring Measure in Place
Once you’ve established a formal contractual relationship with the customer service provider, the next line of action is to develop a monitoring measure, which is the only way you can determine whether or not the goal of outsourcing is being attained every inch of the way to its conclusive end.
Once you adopt these steps in hiring a customer service outsourcing company, you can be sure of obtaining the desired result.
Daven Michaels is a New York Times Best Selling Author and CEO of the premier 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.