What Every Executive Should Know About Customer Service Outsourcing
Customer service is one of the most critical areas for any industry. Good customer service defines the trust and perception that a customer has on an organization. High levels of customer satisfaction are directly linked to client retention in both the B2C and B2B markets.
As the world continues to transform to a primarily telecommuting environment in the wake of COVID-19, more companies are looking towards customer service outsourcing.
By outsourcing customer service operations, organizations can decrease overhead and reduce stress of maintaining a customer-centricity internally. Third-party resources that specialize in providing customer service are thoroughly trained on maintaining client’s data security and privacy, in addition to consistency in providing zealous customer service interactions. Customer service outsourcing involves meticulous parameters that every executive must understand before making the decision to outsource their operations. Some of these crucial aspects are below:
Operational Costs: Decreasing overhead by lowering operational costs is one of the most common reasons for outsourcing customer support. In doing so, you can have fewer full-time employees and maintain short term contracts until your needs are fulfilled. There are additional cost-cutting benefits associated with outsourcing, as organizations can outsource their operations to a country with a lower cost of living. The cost of several associated benefits with full-time employment like health insurance, investment matching and others are also reduced when outsourcing.
A Vendor with Relevant Experience: Although there are many outsourcing companies available, finding and vetting third-party vendor with relevant technical experience presents a challenge for many executives. It is common to review the teams chosen by competitors when choosing a third-party vendor. Doing so ensures technical capabilities of the industry and allows for a quicker vetting process of finding a qualified workforce to meet your customers needs. It is crucial to select a vendor with a high customer satisfaction index, technical efficiency, and the business acumen necessary for a smooth transition process to ensure easy onboarding and integration with your services.
Services to Outsource: There are several communication channels available to provide customer service and support. Customer service outsourcing can be managed through call centers, email communications, online chat support, and social media management. Many companies can fulfill their customer service needs through use of a call center. For others with more complex interactions, it is crucial to have a multi-channel approach to deepen the level of service provided to customers. Businesses focused around finance, banking, hospitality, legal and equity trading (among others) are more complex in nature, and likely require interactions through additional channels. Thoroughly analyzing the types of outsourceable services available can help an organization select the best vendor for their needs.
Integrating with Outsourced Team: When choosing a vendor, it is important to consider factors outside of price alone. Customer service outsourcing requires deep research to choose vendors that can understand the nuances of your business. Thorough vetting of vendors ensures your outsourced team with provide ethical operations with minimal errors. Your outsourced team should function as an extension of your organization, providing exemplary services to your customers. Integrating your internal team with the outsourced service center is critical to have consistent customer experiences and to ensure that the service standards and objectives of your business are met.
Legalities and Data Security Risks: Customer privacy and data security are prime concerns of customer support; reviewing the internal security for your vendor to access documents and sensitive customer data is an imperative step. Because many customers share personal and sensitive information over the phone, it is important to be thorough in checking data security compliance by your potential vendors. Frequent training sessions with your vendor can be conducted to ensure customer data and privacy is not compromised.
Quality Assurance and Monitoring: A valuable partnership works by ensuring high quality standards of customer support services with ongoing monitoring on both sides. A quality assurance team works on improving service standards by monitoring potential customer complaints and providing ongoing training for resolutions. Identifying areas for improvement and laying a foundation for standards of customer service is necessary to ensure customer satisfaction. Choosing a vendor with a strong reputation of customer excellence is imperative for customer service outsourcing.
Systems and Tools: While interviewing vendors for your customer service outsourcing, you should discuss the technology and tools that your vendor will use on the project. Your vendor should be capable of effectively managing your outsourcing needs through different technologies.
Customer service outsourcing requires proper assessment of short and long-term goals, as well as a proper framework for easy monitoring of the daily operations of your vendor. It is important to have a clear set of expectations for both parties to deliver the customers. By following our recommendations above, you can quickly assess your needs and select the best vendor for your business. Contact Rocket Station today to discover how we can integrate with your team today!