Have you been thinking about outsourcing your companies' customer service?
Need to know which questions to ask? Download our worksheet.
Customer service is a big deal for any business, in any industry. It can make, or break a company though its customer base. If you can offer excellent customer service, 69% of people will recommend you to their family and peers. Deliver a bad experience, and 89% won't return to your company and will send their referrals elsewhere. So if you have been considering outsourcing your customer service, you know that it's not a decision to be taken lightly.
Start your research, and first find out if outsourcing your customer service is what is right for your company. Although outsourcing is a good option for most companies, it may not work for all types of industries or markets.
So how do I know if outsourcing is right for my business?
Is your company:
1. Growing quickly or is facing major changes.
2. Having trouble keeping up with customer service calls, and getting calls outside regular operation hours.
3. Wanting to improve its customer service.
4. Needing employees to focus on what they are good at, instead of answering calls or emails from potential or current customers.
5. Having trouble keeping up with the expense of keeping customer service in -house.
6. A small company or startup with no dedicated customer service department or staff.
7. Handling a large number customer service calls, emails, IMs etc on a regular basis.
If you agreed with any of the above statements, customer service outsourcing is probably a good fit for your company.
However, there are some conditions which may make outsourcing difficult. For example, if your company takes technical or complicated calls, it might be better to keep your customer service in-house where the knowledge is readily available.
What to look for in customer service outsourcing companies
If you have determined that outsourcing is going to work to benefit your company, you want to start shopping around. Don't look at just one provider, they are all completely different. Some are better at inbound, sales, high call volumes, or repetitive conversations. Some have more flexible pricing, while others are more fixed. You want to find one that best suits your needs.
Here are some things to consider when looking for a provider:
1. Do they have a good Quality Assurance team that monitors all incoming and outgoing communications?
2. After you do a test call with them...consider your first impression of them. Were they good communicators? Do they follow the script? Are they able to go off script when needed? Are they friendly and easy to understand? Are you happy with the level of service?
3. Does the provider update their technology regularly?
4. To they have a clear plan in place to handle compliance/security/legal issues, should they arise?
5. What kind of reporting do they offer, and does it give you the data you will need?
6. How much will it cost to offer in-house customer service vs if you outsource customer service? Consider all the cost factors and variables involved eg. wages, benefits, technology, rental costs, equipment etc.
Still have more questions about choosing the right customer service provider? Check out our worksheet in the link below.