How to outsource customer service
The 6 steps you must follow to do it right
Should you outsource your customer service? If an outside company can do the work more efficiently or if you don’t have the budget or the staff to do it in-house, then maybe the answer is yes.
Those are not the only reasons to outsource customer service, of course. Your business may have seasonal cycles when more support is needed (Christmas, for example) and an outsourced team may give you the ability to scale up or down quickly.
Or perhaps you’re just starting out and working with an experienced team of customer support pros makes sense. Or maybe you need to expand your coverage to weekends or even 24/7 and you need a customer service company to fill the gaps.
Whatever the reasons, you must do it right to get the best results. Here are 6 steps you should follow to outsource customer service.
1. Establish clear goals
You can approach goals from two fronts: what you want for yourself and what you want from the outsourcing firm.
Let’s start with you. Why are you outsourcing?
If your goal is to cut costs, set a number for how much you want to save before you enter into a negotiation; if you are more interested in freeing up…
