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As companies to try and find ways to increase profitability by minimizing overhead expenses, they can consider outsourcing tasks or processes to a third-party company. Leveraging outsourced customer service can be one way to lower the cost of operations, but making the decision to do so isn't a simple matter. Since these agents interface directly with the customer, it is essential to carefully research the way they operate.
Often, the problem with outsourcing customer service personnel is in the way they interact with clients and handle certain issues. For example, if a company chooses to enlist the aid of an overseas customer support center, they should be aware that there may be a delay in the time it takes for voices to travel, particularly if the communication technologies and channels used are inefficient. This can make agents seem less responsive to inquiring clients. Due to time differences as well as physical distance, important issues may also not be escalated in a timely and efficient manner.
Another issue is in the way the company interacts with the outsourced service. Depending on the nature of the business, there may be the need for flexibility. For example, when a problem too complicated for an agent arises, there should be a way for him to raise it with the company's personnel in the right department. At the same time, the customer support center should be willing to accommodate any requests or concerns the company will have.
To make sure the outsourced service not only lowers operational expenses, but also satisfies clients, consider taking the following steps: first, consider domestic services to improve response time. Next, find a provider that empowers its agents to provide a high level of service and blurs the line between in-house and outsourced customer support. And finally, ensure that the provider is flexible and readily responds to seasonal volume spikes as well as any other special needs the company has.
