Outsourcing can be a treasure trove for business owners.
Not only can it afford you more time to do the more important parts of your business like closing more deals and establish strategic partnerships, but it can also help skyrocket your productivity, sales, and even improve the level of support you offer to your customers.
It’s a huge win for you, basically.
However, just because you started outsourcing, doesn’t mean it’s going to be all rainbows and butterflies.
You need to work closely with your outsourcing partner to make sure everyone is aligned, your goals are being met, and relationships are being established.
In this guide, we’re going to talk about just that — the outsourcing best practices to improve your customer support.
1. Invest in Training
The more training your customer service agents get, the more capable they become at addressing your customers’ needs and inquiries.
That is why, you need to collaborate with your outsourcing partner to make sure that your customer service agents are getting all the training they need to be able to represent your brand properly and offer the best support to your customers.
Getting the agents trained up also helps them end their calls sooner, all without compromising the experience of your customers. This, of course, benefits everyone.
2. Offer Incentives
Your agents might be well-trained, but if they lack the motivation to address the needs of your customers, they wouldn’t be producing nearly as they would be if their motivation levels were high.
Offering incentives is a good strategy to motivate your call center agents.
You can allot a travel/vacation budget for the highest-performing team.
You can offer financial bonuses to the best-performing agents.
Or, you can also, establish your guidelines for promotion. You’ll be surprised at how strong of an incentive career growth can be for some agents.
3. Conduct Regular Meetings
Conducting regular meetings with your agents is crucial since it is the best avenue to align everyone to your goals, discuss gaps or areas of improvement, or obtain crucial feedback/suggestions from your customer service team on how to best improve your processes.
Meetings are also a great place to address conflicts that might cause unnecessary tension in your team.
If left unchecked, these conflicts can suck the motivation right out of your agents, causing them to perform below their full capacity.
4. Set Proper Metrics
These are some of the metrics you can look into:
- First Call Resolution
- Call Logging
- Average Handle Time
- Customer Satisfaction
Depending on what your targets are, the metrics you’ll track might vary.
Or, at the very least, the level of importance that you give each metrics might vary depending on what your goals are for your campaigns.
In some cases, companies would put more emphasis on the Customer Satisfaction metric on certain occasions, while prioritizing Average Handle Time on the next.
These points are important. However, as a business owner, you need not bother yourself with some of the points.
Here in SelectVoiceCom, we are proactive about training the agents, offering incentives to grow their motivation, conducting regular meetings to make sure everyone is on the same page and rowing in the same direction, etc.
If you’re looking for an outsourcing company who can help you with improving the level of customer support that you’re offering to your customers, then contact us now.