Things to consider when outsourcing customer service
Regardless of the size of your business, outsourcing customer service is extremely beneficial. That said, it is important to do significant research and not to settle for just any one of the domestic or international call center outsourcing companies.
By outsourcing with (v)WeCare, you are assured quality customer services offered by a reputable and experienced call center outsourcing company located in New Jersey.
However, if you fail to do adequate research when choosing your outsourcing provider, you may end up with an unprofessional and unreliable company, which can cause devastating damage to your business’s reputation. Here are things you must consider before choosing an outsourcing partner:
Business Needs
Every type of business has unique customer service needs. Some need personal and close connections with their clients, and therefore, you have to find a team that can understand your customers and provide personalized support.
Some businesses may prefer to have multiple channels of support, such as email, live chat and calls. It is important to find an outsourcing company that provides all the services you need. This way, you can have all your customer support needs taken care of in an efficient manner, rather than having to divide services amongst various outsourcing partners.
Training and Quality of Service
According to research, 70% of clients will abandon a brand if they receive low-quality customer service or no customer service support. This means that while it is important to have many channels of support in place, you cannot trust just any company with your clients. A good outsourcing company will have happy clients that the company can provide as references. Additionally, a good outsourcing company will regularly provide you with clear data regarding customer satisfaction levels.
Another important aspect to keep in mind is to make sure that the company you are outsourcing to is familiar with your area of business. For example, if you are in the shoe business, make sure the outsourcing partner you choose has experience providing customer support for the retail industry.
Cost of the services
Call center outsourcing companies located in the United States of America may seem pricey at first, but they are a much cheaper option than having in house customer support when all costs are taken into account. However, you have to be careful with some extremely cheap outsourcing providers; quality of service may be compromised. While pricing should play a factor in your decision of which company to choose, it is important to remember that an experienced, efficient outsourcing center will likely be a bit more costly than a new, inexperienced and efficient call center.
Assurance of quality
Quality assurance is important as it ensures your customers are treated to the highest of standards. When looking for customer service outsourcing, partner with a company that has the latest equipment to record calls, chats, and emails. Additionally, look at how they review and monitor chats, emails, and calls. A professional and reputable company will have nothing to hide and should be happy to have you come down to visit their center. They should also encourage you to stay involved in the process, explain each step thoroughly and be happy to have you visit and check in on your team of representatives at any time.
Security and Privacy
Outsourcing customer service is a delicate affair because it requires sharing sensitive data with individuals outside of your company. Some things you should look for in an outsourcing partner regarding data protection include:
● A digital work environment: Having everything digitzalied allows for all your information and the information of your customers to be protected by cyber security. Additionally, having everything online will allow for all records to backed up and shared with you easily. .
● Security: Their office should be equipped with security cameras and each employee should have a key loggon.
Client confidentiality: The company should respect your wishes to keep your outsourcing private, and should not share your name or company name without permission.