It has become a trend now for many companies to outsource their customer center needs. It’s easier to handle things and a third party will be responsible for managing the number of people needed to work in this environment.
That’s how the contact centers have appeared and before you hire one for your use, you’ll need to know what this actually means and how you can make the right choice in this area.
Know Your Needs
This is the most important aspect that you have to take into consideration before hiring a third party to take care of your customer center service. You’ll need to know if you need a 24/7 type of service, or if all you need from them is to answer the emails, chat online with the customers from your website or schedule different appointments.
References and Former Clients
Each of those specialized companies who offer customer support services for lease will have a portfolio, so you need to ask them about former clients before hiring them. This will give you the opportunity to talk with several of their former clients and ask them if they would recommend you the same company that they have used. Based on their evaluation, you’ll be able to take an informed decision.
Specialists call this the proven track records, and if they can sustain their words with good recommendations, then you can consider hiring them for your company’s needs.
When you plan to hire someone, make sure that they have the staff and the technology to take care of your customer service needs. You might need specific technology, specific language skills or prerequisite experience in the domain of your activity. It’s also important that the people working there should fit into your company as a whole, as you’re giving away a large part of your activity – outsourcing is easier, but it can also be complicated if those responsible don’t understand the needs of your business.
It’s also important that they’re able to manage the customer data base that you have. The contact center that you choose needs to have the possibility to integrate customer support into your CRM – this will allow you to gain a better understanding of the customers that come to you, along with other requirements.
Social Media Integration
They should also offer you support for social media. Experience has proven that those customers who don’t have their comments answered to in a certain time, they’ll move their loyalty to the competitors – there is always someone who offers the same services as you do and maybe at a better price or in better conditions.
Procedures and Security
Before hiring them, you’re going to need to discuss the procedures and the security measures that they have in place for their location. It’s extremely important for your data and information to be protected, because it’s a big part of our activity that you outsource to them. The redundancy and security of their processes and technologies is important, so you’ll need to ask them about this too.