5 Secrets to Flawless Customer Service Outsourcing
If you are looking to outsource your customer service department, then you are not alone. According to research, more than 50% of companies hire outside support to connect with their customers. It is a number that is only going to increase in the future as the outsource customer service industry is expected to grow significantly in the coming years. Businesses outsource their customer services because it helps them save resources, money, and a lot of stress. It also allows you to focus on other challenges your business is facing, and you wouldn't have to worry about your customer support once you have handed it to another company. However, one must keep in mind that outsourcing their customer services is not a solution to all their customer service problems. So if you are planning to take that leap, you must fully understand the advantages and challenges that will come with it.
The best way to go about hiring an outsource customer service is to create an action plan that will define your customer goals and how to achieve them. Once you have the action plan ready, only then you should proceed to look for a suitable outsourcing company for your business. When you outsource your customer support department, the quality of the service is not in your hands anymore, but you can ensure the quality by choosing the right outsourcing service. Below I have mentioned a few secrets that will help you carry out this process flawlessly. Let's have a look:
Establish a Communication Tone
It does not matter whether you are promoting your business via social media, SMS, or phone calls; your customers are used to the way you communicate with them. When you switch from in-house to external support, the communication tone will also change unless you address it beforehand. That is why you will have to provide guidelines to your external customer support before they begin so that they would not deviate from the tone. You can train them by:
Creating a guideline in which you can specify the things that they are allowed and not allowed to say.
Sharing hypothetical scenarios with them to gauge how well they will be able to handle it.
Sharing important past data on your target audience that can help the customer support understand their behavior.
Once you have provided them the guidelines, they will be able to behave exactly like your in-house team, ensuring that your customer doesn't lose a sense of familiarity while dealing with your external customer service team.
Research Multiple Service Providers
Before hiring an outsource customer service provider, you must ensure that they are the right fit for the job. It is recommended that instead of going with the first company you find, you must research a few other options as well. That way, you will know that the company you are hiring is offering you the service that your business is looking for. While some outsource customer service providers focus on handling, then numbers others are experts in handling in-depth issues. Once you have made sure the company you have chosen is the right fit for you, only then you should move to the next step.
Consider Security and Legal Risks
Before you give the service provider access to your data, you need to make some changes to it to protect all kinds of sensitive information. Once you have figured out what data sets you to protect, you can limit access to that information by adding another security layer. That way, the external customer service team will only see the data they need in order to deal with the customers. Also, make sure that your lawyer has reviewed the contracts thoroughly and there aren't any loopholes in it. It is important for you to ensure that you are not taking any security or legal risks.
Get the Right Tools
You would also need to invest in the right tools to stay in touch with the external customer service department. In most business cases, you wouldn't need anything out of the ordinary, which makes Slack and Skype a perfect communication platform for you. However, depending on your business's nature, you might have to invest in some other niche-focused tools as well. Also, if you are paying your outsourcing customer support team hourly, you should use an app like Time Doctor for better management.
Train the Team
Even if you have a busy schedule, you will have to take some time out to train your team. You cannot promise quality if you haven't trained your external customer service team. According to studies, around 51% of people don't interact with a brand again after a bad experience. So, if you do not want to lose your precious customers, you must take some time out to teach your external support staff on how to deal with the customers.