8 things to look for when choosing a customer service outsourcer
Getting Started: Choosing the Right Customer Service Outsourcer for Your Business
There are three basic customer service strategies most e-commerce brands consider. Generally, e-com brands can provide the support in-house, outsource support to a third-party provider, or use a combination of these two approaches. Each option contains its own set of benefits and drawbacks that should be considered before making a decision on which direction to proceed in.
In this post, we will explore the benefits of outsourcing customer service and, more specifically, we will drill down into the factors business executives should consider when choosing an outsourced provider. By the end of this post, you should have much of the information you need to make an informed evaluation of any potential outsourced customer service provider.
Here are the top 8 things to look for in your selection process.
When outsourcing customer service, it is important to find a team that understands your company culture. The team should be able to communicate with your customers in a way that is consistent with your brand. Try writing down the customer facing attributes you are looking for such as "friendly" or "serious / professional" and using this list to help evaluate the outsourcer's ideal culture fit. The provider should also be familiar with your product or service category so they can provide the best possible support. They should understand the challenges and nuances of providing customer service in your niche. The provider should also understand your business stage. Fortune 500 companies' desired customer experiences can be very different than the customer service requirements of venture capital-backed startups.
Leveraging customer support as a service can be a great way to improve your customer experience. However, it is important to eansure that the team you choose can offer omnichannel support. This means the outsourced provider is able to provide support through all of the channels your customers prefer to be in. They should be able to answer questions through phone, email, chat, and social media. They should also offer proactive tools to reach out to customers before the customer realizes there is a problem.
Maintaining morale and creating happy customer service agents can be difficult tasks. However, it is important to find a team that is able to do this. Your CX team should be able to provide agents with the resources they need to be successful. They should also offer a multitude of training and development opportunities. The team should also be able to create a positive work environment that supports teamwork and collaboration. They should also have a workplace that is fun and encouraging. Try to ascertain what type of employee turnover rate each provider has, especially among frontline customer service agents, but also with mid-level supervisors and management.
When looking for a customer service outsourcer, it's important to make sure a detailed plan is offered for transitioning your account. This will help to ensure minimum disruption to your business and customers. Questions to ask include?
Does the provider have ample experience managing similar transitions?
Who is the main point of contact and how do they communicate with both you and their own internal staff through the transition process?
What other roles are aligned to your account during the transition?
What is the agent training and ramp up plan? This plan better be very thorough, by the way.
Are there any technology tools available to aid the transition?
What does the transition schedule or calendar look like?
How are change requests handled throughout the transition and what do those changes cost?
Lastly, don't forget to celebrate once the transition is mostly complete. Throw a launch party! Celebrate this new chapter in your company's history with cake, champagne, and back-patting galore.
When outsourcing customer service, it's also important that the provider you choose has a robust quality assurance program in place. This will ensure your customers receive the best possible experience, and that any issues or complaints are handled quickly and efficiently. Some things you may want to look for when assessing a quality assurance program include:
Training and development programs for customer service agents
Customer feedback surveys
Procedures for addressing customer complaints or concerns
Methods for tracking and measuring customer satisfaction levels
Quality assurance audit or review process
Understand empirical employee retention and turnover rates at the company
Look for a robust hiring process in place. The customer support outsourcing provider should be able to articulate how they hire talent and what that process looks like for your unique account. They should also be able to tell you about their training program for new employees. This will give you a sense of how well the provider prepares its employees (your agents) for the job.
When looking for a customer service outsourcer, it's important to consider the technology stack they use. The provider should be able to integrate with your business and provide a seamless experience for your customers. The provider should also have a robust call routing system that can handle high volumes of calls. They should also have a system in place that can track and monitor customer interactions, such as a help desk system.
Help desk software will help you to track the success of your customer service outsourcing initiative. Alternatively, can the provider utilize your existing customer service technology stack? If your business has been around for years with entrenched tools and processes, using your existing tools may be ideal instead.
When it comes to pricing, you'll want to make sure the outsourcer operates a model that is flexible and can scale with your business. If your company experiences ups and downs, you'll want to be sure your margins aren't negatively impacted in a material way.
You will want to understand specific agreement terms and also ask questions such as "How often can I add or subtract agent coverage?", or "How flexible can you be if we have a sudden spike or decline in business?". Asking for real-life case studies and client references on this topic may be worthwhile as well.
Choosing the best outsourced customer service provider for your business is not easy. Focusing on the selection process like you would an internal hire is often going to be your best "guiding light" or "north star" to keep in mind. After all, this customer-facing team you are hiring is an extension of your brand.
The Transition is as Important as the Selection
The period of onboarding and transition with your new customer service outsourcer is probably the most stressful part of this entire process, as there are a lot of details to track and promises to be met. For this reason, choosing a customer service outsourcer is a bit like entering a marriage. On a personal level, be sure you've selected a partner you're willing to endure this challenge with.
Now that you’ve found a customer service outsourcer you can trust, it’s time to scale your partnership. This will require effort from both parties in order to be successful. Here are some parting tips for making the most of your relationship with your business process outsourcing (bpo) partner.
Make sure all stakeholders in both companies are on board and have a shared understanding of the goals of the outsourcing project.
Define clear roles and responsibilities for each team member. This will help prevent overlap and ensure everyone is aware of their tasks.
Establish regular communication channels and stick to them. This will help keep everyone informed and avoid misunderstandings.
Meet regularly (preferably face-to-face) to assess progress and discuss any issues that may have arisen. Conducting Quarterly Business Reviews (QBRs) is a great approach to this. These meetings should also be used as an opportunity to brainstorm solutions and improve process efficiencies.
By following these tips, you can build a strong foundation for a successful long-term relationship with your customer service outsourcer.
If you have questions or would like to explore a potential fit with Rush Order's outsourced CX solutions, please contact us and schedule a time to chat.
