Outsourced reception services have become the norm in recent times. Using external services to cut back business running cost and leverage affordable expertise are just few of the reasons for leveraging outsourcing in today’s business world.
Basically, the provider represents the company in relating with the company’s customers. The customers believe they are relating directly with the company when speaking with the customer reps. Therefore, it is important to use the best service that would not mar the company’s image and record.
So, what are the qualifications or skills you should insist on when trying to hire the right provider?
1: Confirmation of Expertise – Certifications
While everyone can relate, not everyone has the professional capacity required to relate with customers in an effective manner. Customer representatives are usually trained in customer relationship. And, the proof of the professional training includes relevant certifications which may include English (or applicable language) proficiency certification, communication certifications and other relevant certifications.
2: Interpersonal Skills
Since receptionists are the first port of call for anyone coming to the company or trying to contact the company, interpersonal skill is an essential qualification to look out for when considering outsourced reception services. In essence, the ability to relate with customers, clients, suppliers, and business partners in a cordial manner is an essential skill that the outsourcing provider must possess.
The outsourcing provider should be able to relate with even angry customers or other persons trying to get in touch with the company. The way agitated customers are handled should be in such calm and pacifying manner, to be able to retain such customers and project a good image of the company.
3: Ability to Provide Solution
The receptionist or customer service outsourcing providers should be able to resolve customers’ complaints or technical issues. As a result, you should go for a provider who is well versed in your business or company’s product and/or services. For instance, if your company markets technical products or services, the customer service rep should be able to render help to customers who are having problems with the product, or refer the customer to the appropriate department.
4: Computer Skills
These days, virtually every aspect of the business is logged into a computer. Therefore, ability to operate the computer is one of the essential qualifications to look out for when you set out to hire customer service outsourcing providers. From knowledge of office packages to other programs, a computer-literate provider would add value to your company.
Remember, your customers are the reason why you are in business. And, you know the huge efforts and costs it takes to attract and retain a customer. Therefore, ensure you are thorough when interviewing outsourced reception services. This way, you can be guaranteed of your customers and even partners’ loyalty.
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.