Eliminate Customer Displeasure with Customer Service Outsourcing that Caresby John Martine Author
unprofessional customer service operations, the success of a brand can be
impacted. So much so, that you may start losing customers without any notice. The
service outsourcing companies know exactly how to maximize customer
satisfaction and keep them happy at all times.
the RIGHT Customer Support Outsourcing Services
outsourcing company claims to be the best in its domains, but finding the RIGHT
customer support services is not as straightforward as
picking any vendor from the list. What one claims and what one delivers are two
different things altogether. The task of keeping customers satisfied is not
easy at all. It is probably the most difficult and important business function
that does not get the credit it deserves.
there are a few seasoned companies that can be right for your business. The
trick is to identify a vendor with relevant expertise:
vendor with past experience in your line of work
service outsourcing companies are involved in multiple processes, but
they don’t always have the same level of proficiency in each of them. To get
the best returns from your customer service endeavor, you should choose a
vendor that has expertise in your particular process. For example, if you are
in the ecommerce business, then choose a vendor that has past clients from the
ecommerce industry. The same way, if you need tech support services, then look
for a technically sound vendor with many tech support projects under its belt
like Call Center India.
vendor that prioritizes SLA
handling as per SLA (Service Level Agreement) is crucial for the success of
your outsourcing venture. SLA like call abandonment rate, average time to
answer etc. shapes up the overall image of your business in front of your
customers. If the call abandonment rate is high or if the agents answer the
calls late, you risk losing many of your customers. Therefore, when you partner
with a vendor, always analyze its work and track record of sticking to the pre-defined
vendor that manages agent KPAs and QA scores well
KPAs and QA scores need to be monitored consistently. If the agents slack off
and you don’t discipline them, then the quality of the customer support outsourcing
services will go down
gradually. Hence, you should always choose a vendor that can enforce the KPAs
and maintain consistency in QA scores.
vendor that offers desired scalability
the number of customers calling in rises, you need to have manpower to take
those calls. It is not a good practice to move from one customer
service outsourcing to another, whenever the call volume increase.
Therefore, always use the services of a scalable vendor who can increase or
decrease the scale of its operations exactly as per your requirement.
vendor that maintains security and integrity of customer data
offload customer data to customer
service outsourcing companies, you need a guarantee that the data will
always be kept safe. The best guarantee is the reputation of the vendor itself.
A vendor with a big name in the market would have its very own image to save.
So, it will enforce security parameters with due diligence and ensure complete
safety of customer information.
At Call Center India, we are
committed to the cause of our clients and their customers. We have a complete
scalable operation and also have expertise in different outbound and inbound
call center processes. Our customer services are world-class and we remain
Created on Jul 28th 2020 03:48. Viewed 550 times.