Make the Most of Customer Service Outsourcing by Finding a Vendor That Caresby John Martine Author
Contrary to popular belief, outsourcing is not a new phenomenon. Outsourcing by businesses has been done for a number of years dating back to the 18th century. During this era, ship commanders recruited people from across the globe for performing their crewing tasks. It was not long before they realized their outsourced workers have skills that were lacking in their indigenous workforce. They found that people from different regions had different skillsets and hence, the commanders decided to merge different individuals from different places into one successful ship crew. This idea caught on…and the rest is history. Nowadays, we see the same benefits of outsourcing realized in many forms, predominantly in customer care service outsourcing.
Why Customer Service Outsourcing Is the Need of the Hour?
With globalization and rise of information technology as a phenomenon, competition between businesses has increased. Customer trust has become fickle and people are changing their brands so fast that the word loyalty has lost its true meaning. Nowadays, focusing on building customer loyalty through an improvement in the product is an idea that simply does not work alone. It has become imperative to complement one’s product with a ‘super’ customer service experience to stay ahead of the competition. This is the major reason why companies that were so successful in running in-house call center operations are no longer comfortable.
For a solution to this problem, it is best to turn back the clock and begin where it all started in the 18th century. Just like the commanders of ships, it is time for entrepreneurs to recruit the best in the business to stay relevant in today’s extremely competitive business world. It is time for customer service outsourcing.
Finding the Right Customer Service Outsourcing: What to Look For?
Not all customer service outsourcing vendors are equal. While some are honest and deliver on their promises, others go back on their word and leave you in a lurch. Such is the nature of call center business that every service requires a unique skillset for its effective completion. Even the best in business who are master in one particular service end up faltering in another service due to lack of experience. For example, it is possible for an excellent inbound call center services provider to fail in providing outbound call center services. This is because inbound reps require logical reasoning skills and outbound reps require persuasion skills. Because of the lack of one skill or another, it is wholly likely that an agent will not be able to handle the task, if his job responsibilities are switched.
This is the main reason why, you should only hire those vendors that have relevant experience in your domain. There are many other things apart from this fact, which you should look for in your future customer service outsourcing vendor:
1. Operational cost – Many customer service outsourcing companies look cost-effective in the beginning (due to the low price after contract negotiation), however, the operational expense far exceeds your expectation. It is best to invest in a company that has good trainers, pre-established infrastructure and experienced managers. Otherwise, you will end up spending more than what you bargained for.
2. Security of data – When you outsource, you leave your customers’ data in the hand of a third-party company. Hence, it is essential that you employ a company that has rich experience in the industry and has built up its prestige after handling many high-profile businesses. For this case, customer support outsourcing India provides a great option as many companies here like Vcare have handled many high-valued clients while keeping their data safe. Vcare is an institution that cares for its clients and puts their interests above its own.
Created on Apr 17th 2019 05:34. Viewed 969 times.