Outsourcing customer service can be a great way to streamline your business process. However, if you get it wrong, you can harm your brand image. There’s a lot to consider when you’re outsourcing, from picking the right company to establishing the tone of voice. Here’s how to outsource customer service the right way.
Establish brand voice
One of the dangers of outsourcing customer service is diluting your brand voice. You might have spent years carefully creating the perfect voice for your company. But now that another company is handling the customer-facing role, they can get it wrong. The only solution is to establish your brand voice and find ways to measure it. Successful outsourcing of customer service requires careful attention and planning.
Do your research
It’s important to do your research when outsourcing customer service. You need to do your due diligence on the company you are working with, to make sure they’re up to the task. On top of that, you need to analyze whether outsourcing customer service is the right option in the first place. It might be more cost-effective to hire internal staff to handle it. Compare outsourced call center pricing before making a final decision.
Consider the legal and security risks
Before allowing a third party to access your documents, you need to consider the legal and security risks. Protecting sensitive customer data and your own business documents are crucial. Then, you should have your legal team scrutinize the agreement before you sign anything.
Don’t be afraid to spend
One of the main reasons that businesses outsource customer service is cost. It’s often cheaper to outsource than to hire an internal team. However, that doesn’t mean you should go for the cheapest option. It’s important to choose a reputable company with a history of excellent customer service.
Use the right tools
Communication is key to successful outsourcing of any kind. And one of the best ways to stay in constant communication is to employ the right tools. Slack and Skype are great tools for staying in touch and managing projects. You should also consider time monitoring tools if you are paying for services by the hour.
Focus on training
Don’t underestimate how much training will be required to get your outsourced customer service team up to scratch. The higher the quality of the training, the better the customer service will be. Outsourced teams will need an in-depth understanding of the product or service. This is another consideration for the overall cost. On top of the initial cost of the outsourced team, you will have to redirect some resources to the training.
Monitor success or failure
Customer service needs to be monitored at all times. There are many variables that can be measured and they will be unique to your business. For example, you can monitor how the move to an outsourced customer service team affected the customer retention rate. Only with careful monitoring, can you improve and adapt.