How to Outsource Customer Service
The process of outsourcing jobs overseas has manifested largely in the area of customer service. Companies are beginning to invest in foreign call centers and training facilities around the world to take advantage of untapped labor markets. You can outsource your customer service department at home and abroad by taking the proper steps.
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Instructions
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Expand Your Customer Service Globally With Outsourcing
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Insert part-time and temporary workers in your customer service centers to decrease your payroll. Your call centers will experience higher amounts of traffic during the holiday season, while experiencing a dip in call volume during other periods of the year. You can keep up with seasonal service demands by outsourcing jobs to job placement services.
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Write a script for each customer service representative that is easy to read. You can hire high school graduates instead of college graduates by using a repetitive service formula that is simple to learn.
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Cut down on training costs by using experienced customer service representatives to train new employees. You can utilize a shadowing system and assign new team members to follow their veteran colleagues as they field customer service queries.
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Simplify the hiring and training process as you outsource customer service with recycled service scenarios. You can use recordings and transcripts of customer calls to prepare service representatives around the world in an inexpensive way.
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Eliminate a high number of jobs and increase your company's level of technology with customer support software. Third party vendors like Kayako partner with businesses looking to outsource customer service through online chat programs (see Resources below).
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Avoid new building expenses and high renovation costs for old buildings by renting customer service space previously owned by a similar company. A toy retailer that wants to expand into a foreign market should look for a call center that already has telephone hook ups and stations for a large number of people.
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Implement a review process for current customer service professionals that takes merit and experience into account. Your review may turn up young representatives with exemplary assessments who may be willing to move to another region.
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Tips & Warnings
Search for language instructors who will work with customer service representatives on regional diction. International companies teach call center employees to speak with American regional accents based on an employee's assigned region. These instructors should blend experience and academic study to stay current on ways to teach diction.
