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Topics: Outsourcing

Customer service is essential to a business, but it's hard to do well. Offering adequate support requires features like 24/7 service and short wait times. A small in-house service team can’t perform this work without compromising other aspects of a business, since many companies simply delegate support responsibilities to administrative workers. 

That’s why organizations that prioritize their clients’ loyalty tend to outsource customer support. This strategy reduces expenses and takes the burden off their in-house staff. Like any practice, though, outsourcing requires extensive consideration. The wrong call center or engagement agency can leave callers feeling frustrated and confused, so finding an ideal service provider is essential for business owners that want to maintain positive relationships with customers. 

Download our free guide to discover how call center technology is evolving.

If you’re contemplating whether outsourcing is right for you, these tips can make the decision easier. They’ll give you all the information you need to make an informed choice.

Do Your Research and Know What You Want

You wouldn’t put your company’s taxes in the hands of an amateur accountant, or let an inexperienced recruiter handle your hiring, so why would you work with a subpar call center? 

Customer support is a valuable part of your business, and simply passing it off to the first option you find is a terrible mistake. Like any aspect of your business, this process takes time and research. You need to find the best available options before you make a decision. 

Before you start, you need to seriously consider your criteria. It will be a lot easier to find a service provider if you know your needs. If you require 24-hour customer support, for example, you can narrow down your search and save yourself plenty of time.

A Warm Customer Service Experience Is Important

Calling a customer support line can be an off-putting experience for many customers. When representatives speak to clients over the phone, they have to rely solely on their voice to convey an appropriate tone and manner. In person, salespeople can use facial expressions, gestures, and eye contact to establish a rapport, but none of these communication methods register through a phone line.

As a result, external customer support representatives need to work harder to establish a warm, welcoming environment for callers. If you’re going to outsource customer support, you need to find an agency that invests in its representatives. This can be difficult, as many engagement agencies face high turnover rates.

Look for organizations that prioritize training and have veteran staff members. These professionals are more likely to make callers feel comfortable, which will lead to greater satisfaction on their end.

Don’t Work with Firms That Rush Calls

Speed is important for call center representatives. Customers hate waiting on hold, so operators sometimes try to clear phone lines as quickly as possible. Unfortunately, this has led to the rise of engagement agencies that force representatives to rush through calls. 

While this strategy reduces wait times, it does so at the expense of customers’ well-being. Representatives can’t address complex issues in short quota times, so issues often go unresolved. Callers feel frustrated when this happens, so they may sever their relationships with an offending company. 

Today, many engagement agencies prioritize excellent service over speed. These firms don’t force their representatives to meet strict quotas. Instead, they prioritize engagement and thoroughness. A call is only considered successful if a customer’s needs are met. When you seek to outsource customer support, make sure you seek out these agencies. They’ll offer your clients friendlier, more effective service.

How Call Center Technology Is Evolving

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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