Outsourcing customer support in 2023: Must-know facts & tips
Customers who have a positive experience during a service interaction are more likely to purchase a product or use the same or a similar service again, increase their wallet share, and promote a business through word of mouth according to a study.
This highlights the importance of providing consistent exceptional customer service to sustain and boost your business’ success.
A good team is the backbone of exceptional customer service. When you have skilled, well-trained representatives, they can handle any challenge effectively, turning complaints into opportunities for building loyalty.
Whether you have an onsite staff or you opted for customer support outsourcing, you can have satisfied customers who will likely be your loyal patrons and spread positive word-of-mouth about your brand when you have the right team.
Reasons to invest in customer support outsourcing services
If you want to build a reliable customer service team, you can hire employees to work with you onsite or offsite.
Outsourcing customer support representatives may be a great option for you especially if you are looking to reap these benefits:
Access to top talent
Business process outsourcing (BPO) companies have a pool of experienced and skilled offshore candidates ready to provide exceptional customer care under your brand. Moreover, these professionals come from different parts of the world, allowing you to broaden your search for the most qualified team members.
Broader support coverage
With a pool of talent from different parts of the world, you can expand your support to various countries and in several languages. With this advantage, you can magnify your sales and customer service with less effort and expenses.
Working with a customer support outsourcing services provider makes it easier for you to respond to an expected or sudden requirement for more or fewer staff. Simply speak with your BPO partner when you need to expand or reduce your team.
Having an offshore dedicated team lets you save money on recruiting and training new hires, investing in additional office furniture, equipment, and benefits onsite employees are entitled to.
Your guide to outsourcing customer support teams in 2023
Experiencing the benefits of having an offshore team depends greatly on going through the entire outsourcing process correctly.
If you want to ensure a smooth, successful customer service outsourcing experience this 2023 and beyond, follow these steps:
Set your goals
Identifying your goals is the first step to successfully outsourcing your customer care team.
These objectives may include expanding your team, offering 24/7 and multilingual customer support and improving your net promoter score (NPS).
As you set your goals, think about what you need to achieve them. These can include access to a wider talent pool with candidates from various countries, bilingual applicants and more advanced customer service tools.
With your specific goals and requirements in mind, you can proceed to the next steps with a clearer plan.
Look for a reliable outsourcing partner
The next step in successfully outsourcing your customer support team is finding the right partner.
As you search for companies providing outsourcing services online and ask your colleagues for recommendations, consider vital factors, such as the cost, available talent pool and technology.
Once you have a list of providers that meet your requirements and provide the services you need, take the time to research each one thoroughly. Ensure they have the necessary permits and certifications to operate and have a good track record.
When you speak with an outsourcing provider, consider how long they take to get back to you and the quality of their response. Check if they are up-to-date with the latest customer service trends as well to ensure your team keeps up with the newest ones.
The service provider you ultimately choose should be able to meet your needs down to the smallest details.
Establish your customer service channels
If you still need to establish customer service channels or want to expand your platforms, do so now.
Some of the tried-and-tested customer service platforms you would do well to use for your business are:
The latest trends in customer service recommend using video chats, communities and forums to communicate with customers as well.
Giving your customers options makes it easier for them to choose the most convenient channel they can use to reach you. Regardless of how many platforms you have, remember to establish them in your standard operating procedures or SOPs to ensure your team will manage all of them.
Set your brand tone and voice
Your brand voice and tone play a crucial role in ensuring consistency across all communication lines. Whether your agents communicate with customers via phone calls, live chats or on social media, they should follow your brand voice and tone. Use your brand guidelines to establish the tone and voice you want your customer support team to use. If you don’t have a brand style guide yet, create one now to ensure your customer support team provides consistent services and experiences. This guideline will also help you create SOPs for your team if you’re offering customer service for the first time.
Provide staff training
If you choose the right outsourcing partner, you can immediately put your offshore customer service agents on the frontline.
However, you need your team to be extensions of your brand, which is why you still need to train them. Provide your offshore team details about your products or services, company history, brand guidelines, and other information they need to know about. Explain the procedures they must follow when providing customer support across different channels. This crucial step ensures your team gives your customers more personalized services in line with your brand style.