We’re three for three so far in our busting of common misconceptions on outsourcing customer care and feeling pretty good about it! Looking back, some of the finer points we’ve noticed: it’s key to work with the right partner who has the relevant experience and the resources required.
Recapping, we tackled:
Which leads us to:
Myth #4: I can only outsource simple processes
TRUTH: This is another case where specialization in customer care can deliver better results than you can achieve doing all the work in-house. An outsourcing partner with broad coverage types and deep industry expertise is likely to have built up extensive knowledge and best practices around handling all types of customer care challenges, both simple and complex.
A vendor that provides customer care to a variety of organizations across industries can often draw on what they have learned from those experiences to help you deliver great care. Your internal contact centers may not have as much insight into the many ways others are handling the customer experience, especially as new support channels and technologies emerge.
Outsource providers can often leverage their expertise, tools, and deep resources to develop complex solutions quickly and under budget.
When you find a provider you are comfortable with, you will find that outsourcing some, if not all, of your service processes often makes the most sense in terms of customer experience, cost savings and management simplicity.
What to Look for in a Contact Center Partner
Look for a partner with experience in your industry, transferrable learnings from other industries, and a track record of handling multichannel customer care solutions. Find out if they create or leverage technologies, best practices or workflows designed to deliver customer experiences across multiple touch points. They should also have the capability to integrate customer data from a variety of sources to create a full picture of the customer.
Questions to Ask a Potential Customer Care Partner
1. What expertise do you have in my industry? What other industries do you serve, and what can my program learn from them?
If your industry requires lots of specialized knowledge, industry expertise is key. A partner that also has experience in other industries may be able to offer innovative approaches and transferrable best practices.
2. What technologies, processes and data management protocols do you use to enhance customer care delivery?
There are many tools and technologies that allow agents to engage in different channels and collect detailed data for every customer interaction. Ask if your partner can collect this data in a central repository and perform analytics to provide recommendations.
3. What best-in-breed processes and value-added expertise can you demonstrate to tackle my customer care challenges?
Look for a partner who is willing to answer this question and show evidence of their accomplishments.
Working with a customer service provider has more than its share of benefits to delivering the desired results for your organization. Make sure they are sympathetic to your needs and aligned with your goals to create the ideal customer service partnership.
Next time we’ll tackle the final myth. Check back to see if we can go five for five!
About the Author
Terry Arnold, Senior Director and Solution Consultant, has extensive experience guiding customers in the design and development of inbound and outbound contact center programs in a wide range B2B and B2C markets. With over 28 years of experience in the development, execution and management of integrated direct marketing programs, Terry has filled an ever-widening array of roles related to managing customer engagements.More Content by Terry Arnold