4 Easy Ways To Outsource Customer Care Effectively

It is never easy to outsource customer care as several factors are to be considered. And one of the most important factors is how effectively you can do it. 

At present, the market for outsourcing customer care is much crowded with lots of firms coming up with offers and attractive proposals to make you select their call center software.

And to do it effectively you must take extra care and review the proposals thoroughly before signing in on the dotted line. But how will you do it? Take a look at the few factors to consider before finalizing the deal to outsource customer care.

1.    Scalability Is First Priority

Every firm seeks customized options. Hence the call center solutions you choose must offer the flexibility that will have inherent features meeting your requirements. So the first thing you need to keep in mind while going for the customer care agreement is scalability. 

Outsourcing customer care is often a move made to improve growth rate and meet the increasing demand. And if you want to keep on growing and keep up your speed with the rising demand you need someone to provide that extra customer care facility. 

It is where you need to think of scalability as the most important part of your agreement. After all, you do need call center software solutions that have the capacity to grow along with your business.

2.    Keep A Tab On Expenses

Since in-house customer care is never cheap you must always review the services and proposal of the provider. Sometimes, the effective provider’s upfront cost maybe less but there is a possibility that the ROI will be much more than expected.  

3.    Ask For Metrics 

Inquire how the potential provider measures his customer service performance. If the provider does not have any parameters for measuring then you are better off without him. 

It is highly essential to know which metrics the provider uses to track down the customer care performances as all the metrics differ and can tell you exactly how effectively the provider can deliver. 

4.    Latest Technology

Always check whether the potential provider is using the latest technology for delivering customer care services or not. The latest is not only the best but also cost-effective.

Check out how using the best customer care services helped a company to meet the satisfaction level.

Case Study

Problem

Here we will study the case of a contact center NSE that provides various services to its customers including pay television, satellite television, pay per view and so on. The contact center has multiple offices located in different parts of India.

It uses latest call center software systems and tools for carrying out its daily activities. At the start, everything was going on smoothly. But when the demand increased, they faced the problem of workforce and infrastructure. Moreover, they wanted more tools and an alternative method within their budget. 

Solution

The NSE management decided to adopt the following few techniques that also were within their budget range:

1.    The contact center superiors decided to employ remote staff instead of increasing in-house agents as these were available in low cost. It also helped to enhance queue coverage thereby making call handling more efficient.

2.    By hiring remote staff they were able to cut on extra costs required for investing in buying new resources such as headphones, telephone handsets, and computers as these agents will be working from home and using their own resources for fulfilling the contact center needs.

3.    Reducing the incoming call flow was very necessary as it directly affected queue coverage and the ability of the agents. The management tackled the common issues by taking a cue from the previous campaigns and especially call recordings. 

Using this data they came up with solutions to such common issues and published the information in the form of blogs and articles on their website.

4.    With all this effective planning, NSE could easily save a good amount of money which they used for newer technologies that provided them with a faster solution like chatbots, best call center software, and desktop sharing tools. 

These implementations improved the performance of the agents and they were able to meet the growing demand and provide quick options to the customers.  

Results

These changes helped the management to cut down the operating cost by around 5%. Also, they could meet the increased demand without investing on in-house agents which increased their profit margin. 

Conclusion

In this way, you can see it is possible to improve business efficiency by outsourcing customer care thereby improving the growth possibilities.