You want to make sure your customer reps are delivering superb customer service. As a result, you’re considering outsourcing your customer service training to qualified professionals. That’s a good and smart move. But first, you should learn what it entails to outsource customer service training.
Decide on the Types of Customer Service Involved
Before contacting a customer service training agency, you should first determine the type of customer service you wish to train or retrain your customer reps on. This will help create a clear path in terms of what the trainers are going to teach your customer reps.
In order to indentify customer service types, you should carry out an analysis of your service records. This will reveal the subjects that the present customer reps have to handle more. For instance, do most calls from customers center around technical issues or questions relating to your product and service?
Find Out Who is to be Trained
Also, before outsourcing customer rep training, you should identify those in your business or company that you prefer to handle your customer service. You should bear in mind that the agencies responsible for customer service reps training will normally charge based on how many people you want trained.
Use the Numbers and Location to Negotiate
The design of many customer training agencies is to train large groups simultaneously. So, you can leverage the power of number to negotiate a better price. If you don’t have a substantial number of employees who need customer rep training, consider joining force with another business.
In essence, find out if a business in your niche is in need of training its customer reps. Subsequently, you can come together to form a substantial number that would help you negotiate increasingly favorable price.
You don’t just stop at outsourcing a task, you need to monitor result from start to finish of an outsourcing relationship. So, as soon as a contractual arrangement has taken place between you and the outsourcing company, ensure that you put a monitoring system in place. Someone or group of persons need to track the progress as well as the results of the outsourced training program.
Assess the Outcome of the Training
You should assess the outcome of the customer service reps training. How can you accomplish this? After the training, you should closely track customers’ responses, complaints, and level of patronage to determine if there are positive changes. Are your customers still complaining about unresolved issues and non-cordial approach from your customer reps? Is patronage increasing or dropping? There are other relevant parameters you can engage to track the outcome of outsourced customer service training.
So, adopt these steps when you outsource your customer service training.
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