Align Your Vision with Your Customer Service Outsourcing Vendor for Best Results
- by John Martine
- 3 months ago
Customer service outsourcing can be truly beneficial for a company if it has aligned its vision with its vendor. This can only happen if the vendor is treated as a long-term partner instead of a vendor.
Below are some essential steps that you need to take to align your vision with the vendor:
- Find a common ground on call center metrics – A call center uses KPIs like AHT, CSAT and FCR for evaluating agent performance. Although it is a good practice, all KPIs may not suit your business process. For example, if you have a small customer base, then you would not want your call center agents to expedite calls. Hastening the call flow may lead to customers feel unappreciated, which may also lower customer satisfaction ratings. Moreover, there is no added advantage of wrapping up calls fast when the number of customers calling in is already low. There can be many use cases where you would like to change the way your vendor uses KPIs for rating customers for your process. Once you have aligned your vision, you would see much better results.
- Hire a liaison manager – To ensure real-time monitoring of your customer service process, it is best to employ a liaison manager that oversees your outsourced operations. This manager will serve as your eyes and years at the distant location and keep you abreast of the developing situations.
The Secret Recipe to Leverage Customer Service Outsourcing for Businesses
As companies change their approach from product-centric to customer-centric, the importance of customer services has risen greatly. Keeping customers satisfied at all times has become crucial for ensuring sustainable growth of any business. It is a well-known fact that finding a new customer is far more difficult than maintaining a relationship with your old customers. Hence, it becomes all the more logical to keep your customer base happy by partnering with a competent customer service outsourcing provider.
The Lesser Known Truths about Customer Service Outsourcing
Not many entrepreneurs know that customer service outsourcing, if done right, can bring down the cost of operation by up to 10 times. Especially for companies located in developed countries in North America and Europe, a customer support outsourcing India venture can be particularly rewarding. And, to make matters better, it comes with an assurance of scalability. Increasing the magnitude of a customer service operation is probably the trickiest thing for any entrepreneur. But, outsourcing to a company in India that has a perennial supply of call center makes the task considerably easy.
And, if you have any doubts about quality, you can simply check out the first-hand experiences of past clients by browsing online. Hastening the call flow may lead to customers feel unappreciated, which may also lower customer satisfaction ratings. Moreover, there is no added advantage of wrapping up calls fast when the number of customers calling in is already low. There are many customer service outsourcing operations in countries like India especially in the NCR region, which have been appreciated by popular brands from around the world.
There is no doubt about the fact that customer care service outsourcing offers tremendous benefits for businesses. However, an outsourcing venture can be only successful if you have aligned your vision with the vendor that you have chosen. It is a well-known fact that finding a new customer is far more difficult than maintaining a relationship with your old customers. Hence, it becomes all the more logical to keep your customer base happy by partnering with a competent customer service outsourcing provider. Hiring a liaison manager and adjusting call center metrics as per your process requirements are two important steps for aligning your vision.