Customer Service Outsourcing Companies: Making The Right Choice

Finding the right help desk vendor could be daunting because there are really are too many customer service outsourcing companies out there

. You need to begin with a guide so you have a better idea on what to look for in service providers and make an informed decision.

And you shouldnt take this decision lightly because and never ever forget this your help desk or customer service staff is in constant direct contact with your customers. So you definitely need to have a good team that can help you keep your current clients, keep them happy enough to do repeat business and tell other people about your services or products, and attract new clients.

But whether you are outsourcing or choosing to build your help desk team in house or onshore, the main idea for choosing the right help desk team is the same: you want a team that is committed to delivering quality customer service as your company is committed to delivering quality products or services.

This means that you should only consider the best customer service outsourcing companies that your outsourcing budget can afford. A good rule of thumb is finding a good mix of skilled employees, the services or tasks that you need, and reasonable fees.

A good way to separate the best help desk service providers from the rest is by finding out how the service provider sees the role customer service plays in the company. A topnotch service provider would tell you that customer service should be part of the core of the function of the business. It should not just be about problem solving or management but also in the day to day flow of information and tasks in the company, particularly those that are directly connected to the products or services that the company offers.

The goals of the customer service team should also be aligned with the sales goals of the company, which are in turn aligned with the main goals of the entire business. The service provider should also tell you that the goals of the help desk should be communicated well to the companys upper level managers and executives so that the help desk can fully serve the company and accomplish its goals.

Truly exceptional customer service outsourcing companies work with the client from day one to establish goals and meet targets. One of the first questions that they should discuss with you is how the customer service team would be able to meet the requirements of the business. And before you sign up with any service provider, make sure you know a bit more about how the quality of customer service should be assessed. You should have a clear idea of the service level objectives. And you should set service level expectations for, among others, speed of response to email requests, speed of answer, and percentage of abandon rate. You should also know if and how the service provider uses customer satisfaction surveys.

by: Pedro Caroll

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