It is a
natural inclination of every business owner to partner with vendors that are
close to his location. This tendency is closely related with the human nature,
which always chooses the comfort of familiarity over the risk of uncertainty.
However, to maximize outsourcing benefits, one has to look at the greater good
i.e. a reduction in the operational cost. This can only be done if you are
ready to outsource your business operation to a country that has an inferior
currency than yours.
How to Maximize Cost Advantage with Minimum Risk?
Outsourcing
to just about any vendor that offers maximum cost advantage may sound like a
good proposition, but it is definitely not. It is always best to outsource
customer service while keeping in mind the different dynamics that go
hand-in-hand with a call center operation. Have a look at some of these
factors:
1. Reputation in the market – The biggest reason why reputation matters
in an outsourced customer care
operation is because it guarantees the safety of your customers’ data. The
bigger the reputation of a company, the more focus it will have on safeguarding
your data. A reputed outsourcing company realizes that if the data gets
compromised, it will not be able to attract new clients.
2. Hiring procedure – Call center agents require certain basic
skills and talent for proper execution of their tasks. Therefore, your outsourced
customer service provider needs to have a competent HR department.
Without the right appointments, the standards of your call center operation
will dip considerably and you won’t be able to lift them easily. You will
always be struggling with trainings and re-trainings, and your outsourced call
center operation will never reach the heights you anticipated.
3. Scalability – While a call center that you partner with may have the
resources to address your present needs, it is the future requirements that you
should always keep in mind. Partnering with a capable vendor that can add new
resources to your existing outsourced
customer care operation can help you stay assured about your requirements
in the near future. Countries like India have abundant supply of call center
talent. Choosing a vendor located in India is a good option to ensure
scalability.
4. Enforcement of call center etiquettes – There are
many call center etiquettes that should be enforced diligently for maintaining
good relationships with customers. For example, hold protocol should be used
whenever the call is put on hold. Customers should be given timely reminders
about the progress of their case, so they do not find themselves isolated for
long periods of time. It is very much possible that agents may not use such
etiquettes when left unsupervised. Hence, you need strong and diligent
leadership for enforcing the etiquettes properly.
5. Infrastructure – All the basic amenities should be provided to agents, so they
can maintain a high level while delivering customer services. Facilities like
ample space to sit, speedy computer systems, quality headphones and a
cutting-edge CRM are absolute must for ensuring good work from the agents.
When you search your outsourced customer
service partner while keeping these dynamics in mind, you reduce the
risk of outsourcing. You no longer have to search for call centers near me as you
already know all the things that you needed to know. This knowledge makes the
outsourcing vendor familiar to you despite being a long distance away.