Tips on Right Contact Center Outsourcing Provider

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4 Tips on Finding the Right Contact Center Outsourcing Provider Outsourcing the customer service segment of your business can help you cut down your operational costs. However, it is also important to ensure that outsourcing your contact center services doesn’t impact customer experience, and in turn, the prospects of your brand. Therefore, it is important that you diligently research all the aspects of an outsourced contact center solutions provider before arriving at a decision. Mentioned below are a few tips that will help you choose the best outsourced contact center provider.

 Have a open discussion about the KPIs When looking for an outsourced customer care service provider, having an honest, frank discussion about the key performance indicators (KPIs) is of utmost importance. You need to set the right expectations with the outsourced service provider on all measurable KPIs including, average handle time (AHT), first call resolution (FCR), speed to answer, etc. You need to share your own KPIs with the service providers and ask them about what they will bring to the table.

 Cultural compatibility When it comes to choosing a service provider, you should also take into account the issue of cultural compatibility. While call centers in India, Malaysia, and the Philippines offer less expensive customer service solutions to US companies, the differences in culture sometimes become a cause of concern for the customers. Countries, such as Canada, which share geographical and cultural similarity with the US, offer a viable option to businesses. Surveys conducted over the years (Read, 2003) have found that US companies prefer outsourcing their customer services to Canada than India and UK/Ireland due to higher quality of services. If


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Tips on Right Contact Center Outsourcing Provider by SimonWilliams - Issuu