Help Desk Outsourcing: Finding The Right Service Provider

Help desk outsourcing means hiring a customer service team from a service provider or a third party firm, usually offshore

. This process has become, for hundreds of companies, around the world, a cost effective solution that not only avoids disruptions and delays but also ensures continuous productivity thats delivered on time and at the desired quality.

You should choose a firm that can be a true partner as your company grows. So hire the service provider that is as committed to quality as your company. This is the only kind of customer service team that can help your company remain competitive. Aside from that, make sure that you hire a help desk outsourcing team that uses some sort of guideline to help them deliver above average customer service.

Consider not just one or two service providers. Talk to as many customer service vendors as your time would permit. Discuss your requirements and ask the customer service vendor about their past successes and how they achieved these successes. Ask them how they maintain quality. Most customer service vendors have a quality assurance method. Ask the service providers you are eyeing to discuss their own quality assurance method with you.

The typical quality assurance method would include a quality assurance (QA) team. The QA teams task is to keep track of and review calls and call tickets the notes taken during each call handled by the customer service staff. The QA team also rates the way the call was handled, the documentation of the call (or the way the call ticket was done), if the necessary follow ups were done to meet the customers requirements, and if an escalation had to be done to resolve the customers issue. After monitoring the calls and providing ratings, the QA team also conducts sessions for feedback, coaching, submits recommendations for additional training.

Make sure you get a complete picture of the service providers quality assurance strategy. The QA methods also often include the use of customer satisfaction surveys. So ask your potential service providers how they use such surveys to monitor and improve customer service. Ask about how they set the level of expectations and how they measure the promptness of response to calls or to emails. At this point, you should have already done your home work and is already aware of the objectives of service levels and the other strategies used to monitor customer service delivery. So when you ask your potential service providers about these topics, you would have an idea which service provider is giving you the answers that you are looking for.

Choose only the help desk outsourcing service provider that values the customers time. This is the kind of customer service team that follows guidelines on putting callers on hold or transferring them to other departments to make sure that the customer knows exactly what is being done to resolve his or her issue. And this is also the kind of help desk team that makes sure every one comes to his or her work station prepared and ready to promptly assist customers.

by: Pedro Caroll

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