If you are a business owner, you know that providing excellent customer service is essential to the success of your company. But what happens when you outsource customer services? How can you be sure that your customers will still receive the same high level of service? After all, it’s not just about the end result. It’s about the whole journey. CX, or customer experience, can make or break your customers trust, loyalty, and satisfaction. In this blog post, we’ll share some tips on how to ensure an excellent customer experience when outsourcing customer service. Stay tuned for more!
Work with a BPO and find a customer service provider that meets your needs
Working with a BPO can help align your business needs with a customer service provider that fits those needs, helping to avoid the churn associated with unsatisfied customers. To ensure the right fit and set your business on an upward trajectory, take time to consider what vision your ideal relationship with a customer service provider should be and how best to align this vision with the BPO you ultimately decide to work with.
Clearly communicate your expectations to the outsourced team
Cultivating an effective working relationship with any outsourced team needs careful planning and clear expectations. An emphasis on training, and the availability of multiple communication channels are key to ensuring a good working relationship and expediting customer service. The CRM should be considered an invaluable tool in managing the outsourced team, providing efficient delivery of training materials and support, while helping to ensure customer satisfaction. Establishing a clear pattern of communication at the outset is essential since miscommunication can hold back both parties in their efforts. With well-defined expectations, training procedures and support, setting up efficient working relationships with your outsourced team can be achievable at any level.
Prioritize CX across your organization
The overall brand has the potential to lose sight of the buyer journey if touchpoints are not prioritized across the organization. With so many different teams and individuals working on various aspects of the customer experience, it can be easy for the overall brand to get lost in the mix. However, by making sure that everyone is aware of the buyer journey and how their work fits into it, the overall brand can stay top of mind and provide a consistent experience at every touchpoint.
Establish a system for monitoring and measuring the quality of the customer service provided
Establishing a system for monitoring and measuring the quality of customer service provided is key to making sure customer satisfaction remains high. Implementing analytics tools can help measure customer loyalty, churn rate, ticket trends, and scores assigned by customers. Pay attention to customer complaints and feedback can give companies an indication of how well customer service representatives are performing their duties. With an analytics system in place, there is more transparency and reliable data that shows how the customer service team is delivering from the company’s perspective. There is no better way to ensure top-notch service than through a system that accurately tracks customer interactions with representatives of the company.
Regularly communicate with the outsourced team or BPO to ensure that they are meeting your expectations
Ensuring that an outsourced team or Business Process Outsourcing (BPO) is meeting your expectations can be tricky, but regular communication is key. Having designated contact points and regularly scheduled conversations can help identify issues quickly before they become a problem, as well as ensuring both teams are clear on the goals, expectations, and roles each group plays. Checking in periodically gives you a real-time pulse on how operations are performing and helps build strong relationships with the third-party team or BPO. When done properly, it can provide you with essential feedback on what’s working and what’s not, ensure that any improvements or changes are carried out efficiently and effectively, and stress the importance of collaboration—which ultimately leads to a successful outcome.
If you’re looking for an outsourcing partner to help with your customer service needs, keep the above five tips in mind. By doing so, you can be sure to find a call center that meets your unique requirements and provides the level of service that your customers expect and deserve. When making the decision to outsource, Call Center Power will be with you every step of the way. Working with companies of all sizes, we always bring multiple call center partners to the table for you to review, each of which is scored and ranked based on a strong set of criteria. The best part is, we do not charge our client’s for our call center partner referral services. Contact us today or get matched with your call center partner now by using our Call Center Matchmaker tool.