How to Outsource Your Customer Support in 2021
Contributed by: Aziz Nicleson
Outsourcing customer support goes beyond dealing with long
queues of queries, answering telephone calls, and responding to emails. It is
more about sustaining the image of the company for the continuous flow of
business. Most businesses outsource due to vast growth.
As the business grows, the need to train workers on customer
service increases, just like is the need to hire. Business owners lack time to
do internal training due to the overflow of business. The company opts to hire
a third-party provider who uses their workers to handle customer queries.
Understand the kind of service you need
Most businesses recorded high business growth after Covid because the economy began
to grow faster than anticipated. Customer flow returned to normal and in some
businesses, they received an overflow of business. The employees present could
no longer handle the huge flows of customers making calls, placing orders
online, and those physically visiting the business. The need for outsourcing
services was real more than before.
CS experts for a leading assignment help suggest
that before you outsource for customer support, scan your business environment
and understand what kind of help you need from a third party. To effectively
determine what kind of service you need, check your front office and weigh the
level of overwhelming they are at.
If there is a large volume of walk-in customers, it might be
affecting the customer on telephone, email, and social media. You might decide
to outsource a company to handle social media communication, emails, chats,
voice calls, and video calls.
Get a company that will cover your area of need
Customers use multiple channels to communicate and a company
should make it possible for customers to use any type of channel they feel
comfortable using. Some customers might use various social media channels,
others might want to do voice calls, short message texting, chats, emails, or
even video calls.
After outsourcing, your customers should seamlessly use the
same channels they have been used to. If the third-party company changes
communication channels, the company will lose business. Before outsourcing, the
manager should be sure the third-party company will cover all the
This will ensure there is no interruption of communication
between customers and the business. Some other types of businesses maintain
24/7 communication with their customers and the outsourced company should
provide services the same way.
Compare your budget against the quotations
If you are certain about a specific company that you can
directly outsource, there will be no harm to your business. The situation is
different if you are engaging an outsourcing company for the first time. You
might want to get quotations from between three to five companies to help you
make a better decision.
Before you request quotations, prepare your budget and set
the maximum limit which your business cannot exceed. After receiving the
quotations, compare them against your budget but there will be more details to
check. You might not outsource to the company with the least quotation if they
don’t meet all your needs. If they do, go ahead and outsource.
Check your data security
Outsourcing will help offset pressure on your workers from
the customer side but you cannot compromise data security. Your company has already invested
heavily in security and the third-party company you are bringing on board must
take care of your data security. Create a secure way to connect with them but
let the company also prove it has invested in data security too.
The company must have the right capacity
Outsourcing companies are different and some have grown to
become top outsourcing companies. Others are in the startup phase, while others
are in the growth phase. A younger company might have all the communication
channels you are looking for but lack enough human resources.
If your company is handling large volumes of clients, the
outsourcing company must have the capacity to handle all the work you will
entrust them with. It is very important you first confirm if the company can
handle such a volume.
Take charge of training
Each brand has a unique language it uses to communicate with
its customers. The company you are outsourcing might have all customer handling
experience but they might not know your brand language.
You must take control of your brand and do the training just to be sure your
companies will not notice a difference in service quality. Keep a consistent
track record and hold meetings regularly to ensure your brand is taken care
Business growth can be exponential at some point to a level
when the need to outsource arises. During that time, the business should first
scan its work environment and determine why it needs to outsource and the
services to outsource. The third-party company must have the capacity to
provide all communication channels its customers use and have the right human
resource capacity. To maintain brand integrity, the company should handle the
training and plan follow-up meetings often.
Aziz Nicleson is a journalist and with four years experience
working with write my essay UK and London magazine “Shop&buy.”
He is a professional mini-tennis player and has written some novels, with the
best one being “His heart.”