How to Maintain Quality and Control with a Contact Center Partner

January 18, 2018 Terry Arnold

Maintain quality and control of your customer service program with the right contact center partner.

Welcome back!

This series examines a variety of myths and misconceptions that give outsourced customer care a bad rep (when, in reality, it's often a solid strategy that improves customer experience and frees up resources to focus on your core competencies). Each post also provides some suggestions on how to find a reliable contact center partner to meet your needs.

We've already debunked Myth #1 about outsourcing customer service ("I’ll lose touch with our customer care process—and our customers"). But let's not stop there.

Myth #2: I'll Lose Quality and Control 

Could a bunch of strangers provide the quality customer care you want to offer to your customers? You're probably thinking: 

via GIPHY

But this gets at the crux of outsourcing Myth #2: I'll lose quality and control of my customer care program.

Let's begin our myth busting by looking at a simple, basic truth:

Outsourcing customer care does not mean that you lose quality. In fact, you’ll probably improve the quality you’re offering to your customers as the result of bringing in an experienced, dedicated partner. You also do not have to worry about losing control. On the contrary, a good outsourcing partner will encourage your team to be as involved as you want to be in every stage of the process—from initial strategy and planning to day-to-day operations.

What to Look for in a Contact Center Partner

To maintain quality and control in your customer service programs, it’s important to pick a partner with a track record and reputation you can trust. Look for a vendor who brings proven best practices, processes and resources to the table and is willing to work within your parameters, such as modifying or replicating a successful in-house model.

Questions to Ask Potential Partners

1. We already have a successful care program in place, but we need to expand quickly. Can you recreate our customer care model in your centers?

A partner should be able to replicate the critical components of your internal care program.

2. What insights and lessons learned can you share to improve our program?

If you’re looking for a partner who can help you evolve, make sure you choose someone with a consultative or collaborative approach. Look for a partner that can not only bring industry experience to the table, but also transferable learnings from other industries and programs.

3. How do you ensure the security of my valuable customer data?

A partner should have systems and processes in place to protect the data you share with them. Data protection programs should include things like encryption, secure VPN and limiting who has access to the data. Ask to see a written version of the latest data privacy policy, and make sure it offers at least the level of data security you have in-house.

4. What client references can you share?

Be wary of a vendor who can’t offer references. You’re not asking their existing clients to share proprietary data; you just want them to confirm that the vendor lives up to the terms of their agreement. 

In my next post in this continuing series, I’ll look at debunking Myth #3: I can achieve better results in-house. Check it out!

About the Author

Terry Arnold

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.

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Customer Service Myth #3: I Can Achieve Better Results In-House
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