Outsourcing is great, as long as you take the necessity to train the staff into consideration. Cultural differences in approaching the issues presented by the customers will be the main factor determining how satisfied they leave. As you do understand the market market where you operate, you land abroad, and in a week or two you can begin grasping their perception. With the memories in mind, you train them, and that is how you succeed. Many workers from a so-called 3rd World country are often not as lazy as their European counterparts who refuse to work for a minimum or threaten an employee to take them to court. If you invest the time in training, you will be happy in the future.
With the best and experienced outsourcing partner, outsourcing customer service won't actually be a problem right from the start. Whenever you already found your preferred BPO company, all you have to do is plan and communicate.
On the other hand, if you need a resource on how to research for your right target or customers, here's a useful post that would differentiate traditional and non-traditional market research: http://www.blog.infinit-o.com/comparison-traditional-nontraditional-market-research
---An SSG Specialist in Infinit Outsourcing, Inc, a BPO Company based in the Philippines.
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When I started my company a couple of years ago, I found that I didn't have enough time, or the correct staff to deal with customer service as my company grew much, much faster than I had anticipated. Therefore I had no customer service employees, and it would have cost to much time and effort to employee the numbers, train them etc. I felt that I had to outsource for the short term, or else I would have lost a lot of business, and loyal customers. I outsourced initially for the short term to a company called Capita Customer Management, and after 6 months I was planning to have my own customer service division internally. However, I was so impress with this company that I have stayed with them since, and have now had them dealing with my customer services for just over a year now. Top class service.
Fine customer service is the baseline for any good company, if your customers are not satisfied with you then it is not possible to get the best outcomes from efforts putted by you.
Having a look at iKode Service Desk X, which is a web-based, easy to use and customer service software to resolve IT issues by ITSM work flows.
How To Outsource Your Customer Service Without Pissing Off Your Customers
by Dan Martell on May 25, 2010
Quality customer service is an essential task of every company that hopes to keep its customers coming back. Your customer service department is often your strongest point of contact with your customers, and a pleasant, effective experience will instill in their minds the sense that your business is one that cares about their needs and concerns. Conversely, a negative experience on the phone that does not result in the customer’s problem being solved will leave them stewing in anger and lamenting about how your business is only out for itself and cares not about the long term satisfaction of its loyal patrons. Outsourcing this crucial task poses several problems and requires care and finess to pull off well. If you feel you must outsource, try following these several guidelines to help ensure that your customers are not pissed off by by their customer service experience.
Make sure the agents are totally fluent in English.
Perhaps the fastest way to piss off your customers is to send their problems and concerns with your product to a representative who is not fluent in English. Technical questions can get hairy, and if you throw bad cell phone service or heavy regional accents into the picture, a non-native English speaker might have a very hard time helping your customers solve their issues. Customers can very quickly sense when communication is going to be an issue, and if they need to repeat themselves several times just to be understood, they might become so filled with frustration that they hang up and never buy from you again. Be sure to speak with the team before hiring them and ensure that they can clearly understand you, and that you can clearly understand them.
Experience their support first.
It isn’t always easy to predict how support agents from an outsourced call center will field a routine support call until you actually experience one. If you are thinking about hiring a particular call center, but want to make sure that your customers will be treated with professionalism, consider calling them as a customer for one of their other clients. To do this, ask them to name a few other companies that they provide support for during the interview process. You may then choose one of those companies and call in as a customer with a support question. Take careful notes about your experience on the phone with them, as this is what your customers will be faced with when they call about your products. Did they demonstrate a keen knowledge of the product and a clear understanding of your concern? Were your questions addressed in a timely, effective, and curious manner? Were there any serious language barriers? These are all qualities that will determine whether or not your customers feel at ease calling you for support.
Do regular checks on their performance.
If outsourcing is going to be your company’s long-term customer service solution, you will need to contend with employee turn over and management changes at the call center. When you first enlist their assistance, they may have a fluent speaking team and solid management, but over the course of many years, their performance might go south as new representatives and managers come and go, leaving you with a completely new team that might not be as effective as they once were. In order to maintain a firm grasp on the kind of support your customers are experiencing, consider making anonymous support calls once a month and gauging how good of a job they are still doing.
Ensure continued training.
It is your responsibility to ensure that your customer service team is intimately familiar with the inner workings of all of your company’s new products. In order to outsource effectively, you may want to consider flying a company representative to the call center to provide on-site training on every product your company offers. Be sure to conclude all training sessions with an extensive test to ensure that your team has paid attention and retained all of the information presented. If you simply send them a few new units and a training hand book, you run the risk of your package being ignored, and your customers getting pissed off at the lack of competency your team possesses when they call about an issue.
Record random calls to review later.
Even with the best training and several good test calls sent through your call center, your representatives might still end up enraging your customers. There is simply no way for you to find out how they will field every support question from every type of caller before hiring them, thus they could be unsure of how to answer rare questions, or they might deal poorly with aggravated callers. The only way to maintain a constant pulse on your customer service department is to record a few calls each day at random. In this way, you get a broad sampling of the experience your customers are getting with your call center. If you review the recordings and notice a trend of poorly handled questions, you must address the issues as you see fit in order to keep your customers happy.
I do think you will benefit from outsourcing customer service. You just need to choose the right outsourcing provider. I have tried working with major outsourcing providers but I had no luck, the performance was not impressive and I was not saving that much. I then tried to hire a boutique outsourcing provider to handle excess customer service calls, chats, and emails. This boutique is far better in terms of performance and cost. I was able to save money and increase productivity.
Thanks for the long description. However outsourcing customer service is not a simple process. It requires a lot of efforts, hard working and patience. Employee, our product and our services all lust have a power to attract a consumer.
Source: Philippine call center
Providing quality services is a very important factor that you need to consider specially in business.In Finland there are many call center companies that also outsource customer service and give quality customer service which give a lot of benefits to a business.
If you don't want to lose your customer, providing quality services is the key. Outsourcing never provides better results until standard of quality services is attained.
One of the most important benefits of an outsourced customer support is its 24/7 availability across all platforms. This will enable them to offer their services with less probability of having a downtime. In terms of accessibility, tapping an outsourced call center is conveniently reached by customers through every medium particularly through social media, voice support, live/email chat, and several others.
By outsourcing customer service, companies will have an opportunity to reduce labor and operational costs without compromising quality, given the highly proficient pool of talent in call centers.
Here are other arguments that suggest outsourcing advantages: http://www.blog.openaccessbpo.com/outsourced-call-center-benefits
---Open Access BPO Delivering call center, marketing, and e-commerce outsourcing solutions. +1888.888.1519 | http://www.openaccessbpo.com
What do you think of virtual call centers for customer service? If the issue at hand is that it´s too expensive to run a call center services, then maybe it´s not entirely necessary to outsource the service to India or the Philippines (which might also prove more difficult in the future given the legislative bill that was recently passed). You can employ home-based agents (transferring all services on the cloud seems to be the standard today anyway and it greatly improves communication and sharing of resources between company and workers), thus cutting the costs down and still get top-notch service, which is what matters in the long run. If the customers are frustrated you will eventually lose them and no matter how cheap it is to outsource, it won´t make up for it.