Many of us have experienced poor call centre service. Answers in broken English, bad attitude, and poor phone connections can only do so much to solve your problem, and much less to make you feel valued. Based on many such customer experiences, there exists a stigma around outsourcing. At times, that sentiment is understandable.
Putting your customers through that kind of experience says a lot about your company and how much it cares. A company that genuinely cares about its clients will not, under any circumstance, leave their customers to hang out to dry when they need help.
Nevertheless, outsourcing customer service calls can be a brilliant decision. The world of outsourcing stretches far and wide. There are a lot of opportunities to tap into, to give your customers the service they rightfully deserve. You just have to be careful.
Here are some of the ways you can make sure outsourcing call centre services help works favourably for your business and your customers::
1. Learn from the best
Tap into the best practices and ethics of hundreds of different companies who have years of experience in call centre outsourcing. Outsourcing your business requirements for better customer service can allow you to boost customer experience and get to learn a new thing or two about the customer service business. Call centre operators have been in business for years now. They know all about the service levels (like Erlang C), instructional designs, technologies, and the variety of other equipment and tricks that go into making a call centre work optimally.
A good outsourcing partner will introduce you to the best practices for quality assurance programs and surveys, which go a long way to boost customer satisfaction and experience. They will also help you optimize various aspects of your business so that you achieve your business goals easily.
2. Don’t put all your eggs in one basket.
Scatter your team as a precautionary measure. If natural disasters, network problems, and power outages affect the only working space of your team, you might find yourself handicapped. Having your entire team based in one geographical location can pose a dangerous risk. It opens you up to potentially losing your customer service portal for weeks or even months on end due to unavoidable circumstances.
Having your call centre team working at different locations around the country will help you eliminate this risk. Connect them with a well-established network either through the cloud or the internet, and you can rest assured that even in the event of a calamity, work will carry on with minimal interruptions. In this way, you can always rely on your team to never miss a call from customers looking to get their problems solved by a human being.
3. Follow the sun
You need to expand your reach. If you have a call centre that’s based in your country, you won’t be awake to answer calls from the other side of the globe. It would help if you made sure that the business hours on Earth are all tapped to your benefit. Outsource your business call centres to various people who know different languages, can speak fluently, and take night shifts.
You need to conduct research on which countries are most vulnerable to your company’s reach and make efforts to outsource your call centres to people living in that area. In that way, you won’t have to find people who know these languages and make them work night shifts. You just have to find people willing to pick up a phone and answer the call politely during business hours.
4. Cut costs
Scaling a business in metropolitan cities with high costs of living and an overall expensive lifestyle is difficult. Contact centres are thriving in rural communities where the cost of living is relatively low, and an able workforce can be accommodated easily within the budget.
5. Catch up with the latest technology
The cloud is a game-changer. If you use a cloud-based phone system, your internal customer support team can use the software and add seats for an outsourced team to handle calls using your already-established phone system.
Overview
Outsourcing does not essentially mean the end of your internal customer service team. It also does not have to compromise your stellar customer experience record. Outsourcing can give you the platform to enhance both these things. Outsourcing does not mean that you need to make drastic changes in the way you deal with customers. Not necessarily. Hang on to the great people whom you have already hired to improve your customer experience.Thereon, signing on a partner who gives you a great call centre outsourcing service is a great step in the right direction. Happy customers make a successful company. If your customers feel valued when they’re addressing your problems to you, you are laying the foundation for long-term customer loyalty. Outsourcing your call centres gives you the liberty to serve your customers better. It gives your customers uninterrupted access to a human who specializes in solving their problems for them and makes them feel heard.
