6 Top Tips for the Enhancement of your Customer Service Outsourcing Venture

1. 6 Top Tips for the Enhancement of your Customer Service Outsourcing Venture Customer service outsourcing has become a vital part of the corporate machinery. As businesses expand and look to cut down their operational costs, the demand for customer service and back office outsourcing services is on the rise. To make the most of an outsourcing venture, it is best to know in advance about the best tips: Be very scrupulous when it comes to defining the SLAs Service Level Agreement (SLA) is the most important part of an outsourcing venture, especially when it comes to customer service and back office support. Defining your expectations and conveying what needs to be accomplished, builds an understanding between you and your partner. SLAs also encompass the list of services that need to be covered, objectives and penalties that will be imposed in case the delivery of work is not up to the desired standards or according to the deadlines. Check online presence of your outsourcing partner to evaluate their credentials Online reviews and feedback posted across social media can come in handy when you are looking to evaluate your vendor’s credentials. Look for organic reviews on platforms like

2. Twitter and Facebook and also analyze the case studies posted on the vendors’ website to get an idea about how good or bad they are. Match your requirements with the relevant experience of outsourcing partner Not every customer service outsourcing or back office outsourcing vendor is good at every task. While some may excel at outbound calling, others may have more experience in data-related work. Therefore, analyze your requirements first and see if the partner has the capabilities and expertise to deliver the work as per the desired standards. Look for scalability Always think long-term when it comes to customer service outsourcing. There is a very good chance that you may need additional manpower to support the customers, once your business grows. Hence, always partner with a vendor that can allocate additional agents or back office operators to your particular process, whenever there is a need for it. Make CRM and IVR support availability important criteria for vendor selection Although agents have a vital role to play in the success of a business operation, it is the CRM and IVR support that can add real value to your customer service operation. An IVR system that streamlines the call flow and provides proactive information to the customers improves the quality of your business operation. The same way, a CRM built to meet your business requirements can enable your agents to handle customer contacts in a much better way. Hire a liaison manager to oversee work at the remote vendor location When you outsource you work to a company located far away, travelling to and fro is not really feasible. The cost of travel may alone offset the cost benefits that you will receive through the outsourcing venture. Instead hire a liaison manager who will serve as your eyes and ears and provide you complete information about how the process is handled by the outsourcing vendor.