Your customer service is key to running a reputable and trusted company. Without excellent customer service to manage customer issues and complaints, you run the risk of not only losing current customers but also turning off potential new ones.
So how do you find and hire a quality customer service team?
Hiring an in-house customer service team can get expensive, particularly if you have to train people on your business. A common business practice nowadays is to offshore customer service; however, the negatives of hiring a customer service team abroad doesn’t outweigh the cost savings. An offshore customer service team might not have a full understanding of the context or cultural norms of a U.S. customer, which might lead to unsatisfactory support and further frustration for your customers.
So what’s the alternative?
Find and hire a quality offsite, U.S. based customer service team. Here’s how.
Search for customer service companies
There are a variety of ways to find a quality customer service company to help meet your business needs. Search online and use the networks available to you. For example, ask others in your industry which customer service outsourcing company they use. You can also hunt around on Linked and even check out forums like Quora.
The kind of customer service company you want is one that has proven experience with other similar businesses. You want a customer service team knowledgeable in your business, knows how to speak to your clientele, and is able to solve or relieve customer issues/complaints.
Evaluate a list of customer service companies
A good customer service team is crucial to your business reputation, so compile a list of at least 5-10 customer service outsourcing companies and evaluate them to determine which company is best suited for your business and customer service needs. The right company will be with you for many years to come, so be sure to do your due diligence in evaluating these companies.
of it like your dream PA, there’s a lot of people around who are just okay for the job, but once you’ve got the right one you can’t live without them.
So what criteria should you use to evaluate these customer service outsourcing companies?
- How competent is their team? Ask them about how they deal with their other clients’ customers and find out the results from their past experiences.
- How flexible is their team? Unless you’ve got a rigid 5-year plan in place with all your requirements laid out (and even if you do), things are likely to change. What if your requirements grow, or shrink? Do they offer custom solutions or are they just cookie cutter, ready to go?
- What is the company culture? The problem with offshoring your customer service is that other countries have a very different culture to ours. Many days off for holidays, not understanding the way things work in the US, and customers being put off by thick accents. Hiring a U.S. based customer service team removes these cultural roadblocks.
- What’s their communication style like? If, at the initial stage, you’re waiting for call backs or they are late to answer emails, what is it going to look like when you’re working together? This is a sign you should cross them off the list.
Once you receive answers to these questions, you’ll be able to cull down your list to just a couple of companies – at this point, you can dig deeper to learn whether a particular customer service outsourcing company is the right fit for your business.
Which customer service outsourcing company will you choose?
Making the right choice is crucial to running your business smoothly. Learn more about how our Business Process Outsourcing (BPO) solutions can help your business. Interested in our BPO services? Contact us now to talk to one of our BPO specialists.