We’ve already debunked two prevalent myths regarding outsourcing customer care: I’ll lose touch with my process and my customers and I’ll lose both my control and my quality. We found that knowing what to look for in and ultimately working with the right partner with relevant experience is key.
So, let’s keep our myth busting moving, and continue to look at the importance of working with the correct partner.
Myth #3: I Can Achieve Better Results In-House
Maybe...but not always.
Outsourcing to a specialized customer care provider can actually improve your results. By choosing a high-quality provider, you can benefit from the expertise of a partner that is highly focused on their own industry and business: providing superior care. Most outsource providers realize they must work hard to deliver the excellent results that attract and retain the best clients.
While your company may have other priorities and less capacity to invest in the resources necessary to develop a quality in-house customer care program, an outsource partner’s core business is customer care. This tight focus allows them to make crucial investments in technology, talent and training that serve to elevate the customer experience.
A quality customer care partner will operate as a highly-focused extension of your own team, providing customer care expertise and experience that improves upon the results you are currently achieving in-house.
What to Look for in a Contact Center Partner
Look for a well-established provider who can offer both valuable experience and the ability to expand quickly as necessary (scalability). Make sure that they are committed to carefully selecting and training agents and using metrics to identify opportunities for improvement.
Questions to Ask a Potential Partner
1. What strategies do you use to ensure your contact center will perform as well as, or better than, my in-house team?
A partner will work with you to ensure they bring your brand’s culture and values to their contact center. They will also set clear performance indicators, such as customer satisfaction, to ensure they’re delivering a high quality user experience.
2. How do you recruit, acquire and train agents?
Your partner needs to be able to attract, retain and develop the right talent to support your program.
3. How do you evaluate agent success?
Outside of establishing traditional performance indicators (data accuracy, how quickly agents meet goals, performance of trainers and supervisors, etc.), look for a partner who can provide thought leadership, transparency and open conversation.
4. What is your approach to continuous improvement?
A partner who has invested in certified project managers, Six Sigma training, and similar systems will have a clear methodology in place.
Next time, we'll look at a misconception that you're probably already wondering about: "If I do outsource customer care, I should only outsource my most simple processes." Tune in to find out how to pick a contact center partner that's capable of managing your complex customer care programs.
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