Outsourcing is the right choice for many companies. But there are a few points you should keep in mind before you finalize your plans.
What Are the 5 Things to Consider When Outsourcing Your Sales or Customer Service?
1. Ownership of your Phone Numbers
It’s important to keep ownership of the phone numbers you’re using with your outsourced team. You’ll probably be advertising these numbers to your customers so if the time comes that you’re no longer working with the same team, you’ll want to be able to keep the numbers for yourself. This will save you from having to purchase new numbers and save you the hassle of educating your customers about your new number.
2. Selection of your Call Center Software
Another thing you should keep ownership of is the Call Center software that your outsourced employees will be using. Not only does it store the recordings of their calls, it has a number of reports and analytics about the incoming and outgoing calls taking place on those phone lines. If you use their software, you may lose access to these critical reports.
3. The Culture of your Customers
Outsourced employees are located all over the world. Because of this, it’s important to remember that there are cultural and social norms that mold the way business is done. If your customers are used to a certain set of customs, make sure you take that into account when choosing employees to handle your sales or customers service.
4. The Knowledge Required of your Outsourced Employees
If your product requires a specific knowledge-base in order to sell or service it, you’ll need to take this into account when choosing outsourced employees. Make sure that they’re properly trained and have all the information they need in order to be a reliable resource for your customers.
5. The Technology Available
Another important thing to consider is the technology you expect to use. You need to make sure that not only the outsourced center has the technology you need, but have experts available in case there are any issues. Your company depends on complete reliability and that means making sure your sales or customer service team is always available.
Outsourcing your sales or customer service is a big decision. Do your homework to fully understand your outsourcing needs. Keep the above points in mind and you’ll be well on your way to making an informed decision for your company.