A company without decent customer service will amount to nothing in the long run. When you outsource customer service you can’t just expect them to be “the best”. Yes, the customer service department must be performing well. But, the company should have a culture of good customer service as a whole.
Even if you hire an outsource customer service to ensure that they are performing well at serving the customers, how can you make sure that it will last and be successful? Numerous books can help you but it is never easy to train and program your employees to do what the books say.
What does Outsource Customer Service mean?
Outsourcing customer service refers to the practice of contracting a third-party company or service provider to handle customer support and service operations for a business, rather than managing those functions internally. Some key aspects of having an outsource customer service include:
Call Center Operations
Companies often outsource their customer call centers to external vendors who employ trained agents to handle inbound and outbound customer calls, queries, complaints, and support issues.
Email/Chat Support
Outsourcing providers also offer email and live chat support services, where agents respond to customer inquiries and requests through these channels.
Technical Support
Technical support and troubleshooting for products or services can be outsourced to specialized firms with expertise in specific industries or technologies.
Multilingual Support
Outsourcing companies can provide customer service in multiple languages, allowing businesses to cater to a global customer base.
The main reasons companies choose to outsource customer service include cost savings, access to skilled labor pools, scalability, and the ability to focus on their core business operations while leaving customer support to specialized providers.
Outsourcing customer service can be done domestically within the same country or offshore to countries with lower labor costs, such as India, the Philippines, and various Latin American nations.
The Secret for a Great Outsource Customer Service
The secret is that the company must make sure that everyone is in a spectacular performance when it comes to the customer service they provide. It does not matter if it is the janitor, the designer, or the CEO himself. Every single staff in the company must embody the attitude of having the best customer service. They must be willing to say yes to achieve great results.
A great example of excellent customer service is experienced by Noah Taf when he lost his luggage. He traveled to Florida for work purposes and his luggage that has his power suit was lost. He then quickly went to the nearest mall. Luckily for him, there was a close Nordstorm store but it was late it was already closed. He tried banging the glass hard and a salesman saw him and let him shop when the salesman realized the gravity of the situation.
After finding the right suit, some alterations needed to be made. Luckily the tailor was still there and the salesman was sure that the tailor would be happy to help. However Taft’s luggage was later found and he did not need the suit anymore, the salesman overheard the conversation and said that it was fine if he returned the suit.
Ever since then, Mr. Taft has been retelling this tale, therefore, boosting the image of the said store. This is the kind of customer service outsourcing companies and any other companies should aim for.
When you outsource customer service, you have to keep in mind that you will also need to make sure it doesn’t end in a certain department. You have to make sure that everyone in the company is emanating the culture to help your customers.
Outsource to PrimeOutsourcing
PrimeOutsourcing has dedicated and skilled customer service agents that can help you meet your customer service needs. Talk to us and learn more about our Call Center Service!
