How do you decide which outsourcing company should help with your business processes? While there’s always the standard “pick at least 3 providers and compare them” response, just how do you exactly go about the evaluation process? Well, it all goes back to your business and needs. You need to know what you’re looking for before you even get started.
Here are 5 steps to take in order to successfully find the right outsourcing company for your customer service.
Step 1: Know exactly what you want
Before you jump in with a customer service company, you need to know exactly what you require from them. This doesn’t mean how many phone operators you need online at one time. This means asking yourself questions like: Do you require 24/7 assistance? Do you require a maximum wait time? Does the team need to be able to put through orders? Do you require multiple language support?
Until you nail down all of your requirements, you won’t be able to find the right customer service company that can meet your exact needs.
Step 2: Review your budget
Working out how much you want to spend on your customer service is crucial. Determine how much your ideal cost is and how much your ceiling cost is before starting to browse. You might like to look at the current cost of your customer service efforts and what percentage of this you wish to save by outsourcing.
Any providers that fall outside your ceiling should be disqualified automatically and only reconsidered if you find at the end of your evaluations that there is either no other option or they are the best option.
Step 3: Look at the company’s flexibility
What if you have certain requirements that are not currently in a company’s repertoire? Are they able to add them to your package? What if you require fine control over a particular area? What if you have particular company values that you’d like to instill in the service staff? What if your business scales – do they have the resources to cover you? Is the company you’re looking at able to adapt to your requests?
A company’s capabilities are important; however, it is just as equally important to learn whether a company is willing and able to work with you should your needs change. You want a company who can meet all of your business processing needs, no matter the scale. After all, the last thing you want to do is go through finding another business process outsourcing company again.
Step 4: Evaluate customer reviews
A crucial part of the evaluation process is seeing what previous (and current) clients of the company think about the services. You can read through reviews from previous clients, interact with current clients’ customer services lines to get a feel for services, and even ask to be put in touch with other clients if you wish.
Step 5: Assess their commitment to your company
What are the communication channels like between you and the company you’re considering? Do they answer emails in a timely fashion, field phone calls on demand, and chat when you’re ready? Do they ask the right questions about your company and instill faith in you that they are ready to work for you?
You will often know about commitment when a company feels like they want to work with you, rather than simply provide a service for you.
Thinking about outsourcing your customer service? We’d love you to get in touch with us at PRG! Use these handy tips above to help you in deciding whether we might be a great fit together.