The Dos and Don’ts of Customer Service Outsourcing

The Dos and Don’ts of Customer Service Outsourcing

Good customer service is an essential factor that you need to scale your business successfully. According to studies, 70% of customers are more likely to repeat their purchase if they are satisfied with your services. 

With a reliable team on your side, you can maintain a positive relationship with your customers and generate better reviews that can help strengthen your brand among other competitors. 

For many companies, relying on outsourcing services is a popular business strategy. Not only is it more cost-efficient, but it is also one of the best ways to effectively improve the quality of your customer service. As a result, this makes it one of the most important evaluation metrics when determining the likelihood of your customers completing a transaction with your business. 

Due to its major significance to your business, finding the right outsourcing company to outsource your customer services is vital. However, without the right team by your side, it can be difficult to reap the full benefits of outsourcing your customer support functions. Luckily, this guide will help you through the most important do’s and don’ts when you opt for an outsourcing solution. 

➜ Related blog: Benefits of Outsourcing


The Do’s of Outsourcing Your Customer Service

Outsourcing your customer service is a vital task that you need to be careful of. With that in mind, here are some reminders that you should take note of when partnering with a third-party company. 

  • Do consider the history and reputation of the outsourcing provider you intend to work with.

    These days, you can find plenty of outsourcing companies quite easily with a few key phrases entered on search engines. However, not all these businesses operate and deliver the same quality of work as you would expect.

    Before you sign a partnership agreement with one, ensure that you take the time to do the necessary background checks to confirm the experience and reputation of your outsourcing provider.

  • Do view the relationship as a partnership.

    In the modern business world, each connection you make can be considered beneficial when you’re trying to scale your company.

    Think of working with an outsourcing provider as a relationship rather than viewing your contract as a business agreement. Once contracts are signed, your offshore team will become an extension of your onshore team. Having this mindset will allow you to develop a better connection with your offshore team and make them understand your company’s needs on a deeper level.

  • Do understand how you will manage performance together.

    Outsourcing your customer services entails that you need to find a way to manage this team along with your onshore team. Failing to do so can lead to several complications, which can harm the quality of your overall output.

  • Do provide adequate time for training.

    Before you determine how well your outsourced customer service team performs, make sure that you allocate enough time for them to complete the necessary training. In most cases, getting used to a company’s standard operating procedure can take time before any significant results can be made.

➜ Related blog: How to Manage Your Offshore Team


The Don’ts of Outsourcing Your Customer Service

Rushing to sign an agreement with an outsourcing company should be avoided at all costs. Before choosing a service for your business, take note of the following things you should avoid. 

  • Don’t engage with an outsource provider based on cost alone.

    Outsourcing teams can be among the cheapest options to get tasks done more efficiently. However, providers that offer cheaper solutions do not necessarily provide better services than more expensive ones and vice versa. Apart from the price, look for other factors that make the outsourcer more favourable than other companies.

  • Don’t engage with an outsourcer that doesn’t have a clear and measurable talent acquisition and retention strategy.

    Partnering with an outsourcing team allows you to reduce employee turnover rates. As a result, your talent pool is more easily defined and measured. If an outsource provider does not have a clear record of measurable talent acquisition, it might be a good sign for you to look for these services with another company.

  • Don’t engage an outsourcer that doesn’t have business continuity plans in mind.

    Business continuity plans (BCP) determine the course of action you can take during unplanned interruptions of services. If an outsourcer cannot provide a strategy for maintaining business operations during these times, consider moving onto the next provider on your list for similar services.

  • Don’t expect the team to function and do everything on their own.

    In a global team setup, it is important to remember that building an offshore team will require you to spend time training and communicating with your team on an ongoing basis. You need to keep in mind that your remote team will need your guidance on how to properly operate to meet your company goals and standards.

Outsource for Business Success

Having a reliable outsourced team to handle your customer service can be a major asset for your company in the long run. With a well-rounded team on board, you can begin to develop better and more meaningful connections with your customers. When this happens, you can build a loyal customer base that will continue to help your company meet its goals and grow. 

For more information, contact optiBPO today and learn more about the importance and benefits of customer service outsourcing to the Philippines.

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