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4 Rules Of Call Center Outsourcing

Call center outsourcing is quite a common trend among companies and organizations. This is because they have discovered that it is more efficient, effective, time-saving and cost-saving to outsource their help desk rather than host it in-house. However, there are some essential rules that apply when outsourcing customer care. Keep reading to learn more.

Rule #1: Ask “ Why Outsource”?

A lot of organizations are adopting outsourcing as a standard procedure — in essence, they are trailing the path of industry trends. However, it is needful to ask “why to outsource” when considering outsourcing. We all know that outsourcing help desk has been supportive from the onset when it comes to meeting the needs of customers.

In fact, as far back as 1878, customer service outsourcing has been adopted — as seen in the case of Boston Telephone Dispatch Company that employed a female telephone operator for the following reasons;

Reduced costs as well as increased customer satisfaction. The customer reps have the ability to deal with customers in a patient manner and also applying courtesy in attending to customers. And, hiring them on a contract basis comes with some costs benefits.

Rule #2: Be Aware of Your Customer Expectations

Another rule for the outsourcing call center is to know your customers’ expectations. Customers usually have high expectations for a company or brand. The reason customers want to connect with your company is that they want to buy a product, maintain a product, resolve technical issues or make inquiries.

In return, they expect that you should meet their needs satisfactorily. So, with these expectations in mind, you should ensure that the call center you are outsourcing your customer service to would be able to meet and even surpass those expectations.

Bear in mind that these customers could have been patronizing your competitors, but they chose you because they believe you can meet their needs satisfactorily. Therefore, you should not disappoint them.

Rule #3: Put Security Guidelines in Place

There is a need for security measures in place when hiring a help desk service provider. You should ensure that such guidelines reflect your company’s security goals, and then use the parameter to assess the prospective call center company.

Don’t forget that it is your obligation to protect the integrity as well as the confidentiality of your customers. And, you should make sure your outsourcing service provider will adopt the same commitment. So, you should provide the necessary security guidelines to the call center company.

Rule #4: Consider a Contractual Relationship

Seeking a legal contractual outsourcing relationship is a smart move. It will make both parties liable to the terms and rules of the contracts. This will also provide a form of safe harbor in working with an outsourcing provider.

So, when considering call center outsourcing, you should keep the rules above in mind.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.

2 Responses to “4 Rules Of Call Center Outsourcing”

  1. John Baldoni says:

    Great video. Thank you for giving specific advice.

  2. Thanks Daven… Helpful advice.

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