Are high costs and rigidity in your customer support holding you back? Outsource customer service and today—you’ll be surprised at how it can be a transformative leap towards cost-efficiency, adaptable support operations, and enhanced customer satisfaction.
This article will guide you through the compelling advantages of choosing to outsource customer service, the essential steps in selecting an outsourcing partner, and how to maintain stellar service quality even when the support goes beyond your office walls.
Why should you outsource customer service?
In a competitive business landscape, companies are constantly looking for ways to stay competitive.
Outsourcing customer service goes beyond merely handing over the reins of your customer service operations to a third-party company. It’s about leveraging the expertise, infrastructure support and resources available in offshore locations to transform your offshore customer service business process outsourcing into a cost-effective, efficient, and growth-driven practice—with a focus on optimizing center operations through offshore outsourcing services.
Increase in cost savings
One of the most apparent advantages of turning to offshore call centers is the potential for significant cost savings.
By outsourcing to offshore call center services in developing countries, businesses can take advantage of lower labor costs compared to domestic call centers. This is due to the lower cost of living, thereby reducing overhead expenses.
Additionally, businesses can eliminate the need for maintaining an expensive internal HR department and minimize the need for physical office space and equipment, which are managed by the service provider, further cutting down operational costs.
Access to expertise
While cost savings are a significant perk, offshore call centers also offer access to a pool of highly trained agents proficient in multiple languages. But why is this important?
Operating in a global market means dealing with a diverse customer base. Outsourcing to offshore call center agents who are proficient in multiple languages can cater to this diversity, leading to higher customer satisfaction levels in your contact center.
Enhanced flexibility
In an ever-changing business environment, flexibility can be a game-changer. But how does outsourcing customer service offer this competitive advantage?
Outsourcing allows businesses to:
- Scale their support team’s size according to current demand, ensuring effective service coverage during both standard and peak periods
- Provide flexibility in coverage options, including after-hours service, weekends, or round-the-clock assistance
- Meet customer expectations and handle continuous inquiries
This flexibility and scalability can greatly benefit businesses in providing efficient and reliable customer support.
Choosing the right outsourcing partner
Now that you understand why companies outsource customer service, the next step is choosing the right outsourcing partner. But how do you go about this?
The choice of an outsourcing partner should not be taken lightly. It’s not just about finding a service provider who can offer the best customer service at the lower cost. It involves assessing the potential partner’s experience, their alignment with your company’s culture, and their ability to adapt to the latest trends in the industry.
1. Assess experience and reputation
When assessing potential call center partners, their experience and reputation in the industry should be factored into your decision. But why is this so important? An outsourcing provider’s client portfolio can give you an idea of the diversity and applicability of their customer service experience.
LTVplus, for example, has served over 120 brands with a 95% average CSAT score. We continue to help businesses grow by transforming their customer service strategy into a profit center.
2. Evaluate language and cultural compatibility
Language skills and cultural compatibility are another vital aspect to consider when choosing an outsourcing partner. But how can you ensure compatibility?
Testing the language skills of offshore call center agents and understanding cultural differences can ensure effective communication and customer satisfaction. Implementing cross-cultural training can equip outsourcing partners with the understanding and respect for cultural differences necessary for more effective collaboration.
3. Analyze technological capabilities
In an increasingly digital world, the technological capabilities of your outsourcing partner can significantly impact your operations. But what should you look for?
An outsourcing partner’s IT infrastructure and technological tools must align with current industry trends to ensure operational compatibility and efficiency. In addition, their approach to data security, particularly in accessing sensitive customer data, should be robust. Cloud-based outsourcing solutions can provide enhanced security measures, offering greater data protection than traditional outsourcing models.
It would also be an advantage if the outsourcing partner’s agents are already adept at some of the most popular and top recommended help desk tools and knowledge base software.
Types of outsourced customer service channels
Outsourcing isn’t a one-size-fits-all solution. Different companies may require different types of outsourced customer service channels. So, what are some of these channels?
Outsourced customer service channels can include various forms of multi-channel or omnichannel support that provide services like phone support, email and chat support, and social media support. The scope of outsourced customer support tasks can cover everything from technical support to eCommerce support, providing a comprehensive solution for all your customer service needs.
Phone support
Phone support is a crucial part of customer service, and outsourcing it can offer several advantages. But what are these advantages?
Outsourcing phone support offers scalability, allowing businesses to:
- Adapt to changing customer service demands
- Hire more agents during peak times
- Improve the phone answer service rate
- Ensure consistent customer service quality
Email and chat Support
Email and chat support are becoming increasingly crucial in the digital age, and outsourcing these services can enhance your customer service operations. But how does this work?
Outsourcing email and chat support enables efficient management of customer service, with faster turnaround times for responding to customer inquiries. This swift response time enhances the overall customer experience and provides convenience for customers.
Social media support
With the widespread use of social media platforms, outsourcing social media support is becoming an essential channel for customer service. By choosing specific social media channels to outsource technical support based on their target audience’s behaviors and preferences, businesses can make their customer service more personalized and effective.
Managing and monitoring your outsourced team
Successfully outsourcing your customer service isn’t just about finding the right partner and deciding on the appropriate channels. It also involves effective management and monitoring of your outsourced team. But how can this be achieved?
Set clear expectations right from the get go
Clear communication of goals and expectations ensures that outsourced agents understand their roles and the standards they are expected to meet.
Establishing specific guidelines helps maintain consistency in customer service interactions. It’s also essential to integrate the outsourced team members into your company culture and align them with your agency’s mission and vision.
Encourage regular communication
Maintaining open communication lines reinforces the notion of inclusivity between in-house teams and outsourced customer support agents. Regular communication between all members of the customer service team ensures that concerns are addressed promptly and allows for continuous collaboration.
Some examples you can implement:
- Regular check-ins and progress reports
- Combination of synchronous and asynchronous updates
Conduct performance tracking and feedback
Performance tracking and feedback are crucial in managing an outsourced team. But how can this be implemented?
Collaboration platforms like Slack or ClickUp can be used to manage communication and logistics with outsourced team members. These platforms also allow companies to review performance reports and data of their outsourced customer service teams. Reviewing performance data facilitates the identification of issues and areas for improvement, allowing for constructive feedback to be provided to outsourced agents.
Common outsourcing challenges
As with any business solution, outsourcing customer service comes with its own set of challenges:
Data security and privacy
Outsourcing providers with data security certifications, such as HIPAA compliance, PCI data security, and those following regulations like GDPR, provide enhanced data security and privacy. Regular audits and continuous monitoring of the outsourcing partner’s operations, along with a detailed incident response plan, are key to preventing and mitigating data theft or corruption.
Quality control
Regular training sessions incorporating the following are essential for quality control in outsourced customer service:
- Product knowledge
- Company policies
- Service practices
- Tool/system usage
Simulating customer call scenarios during training helps predict customer experience and satisfaction, ensuring a high level of service quality.
Cultural and language barriers
Communication issues stemming from language barriers and differing communication styles can be addressed by hiring agents with robust language skills and providing training programs focused on language proficiency and cultural competencies. These measures can enhance the overall quality of outsourced customer service.
Transform your business—outsource customer service today
In a nutshell, outsourcing customer service can be a powerful tool for businesses seeking to optimize their operations, cut costs, and improve customer satisfaction.
However, it’s not a decision to be taken lightly. By carefully considering your options, assessing potential partners, and effectively managing your outsourced team, you can harness the benefits of outsourcing and propel your business to new heights. Reach out to LTVplus today and explore a tailored solution specifically for your needs.
