subject: Best Practices for Call Centre Outsourcing [print this page] Companies across the world, small or large, are facing the issue of delivering top of the range customer service. In this scenario Call Centre Outsourcing is the best option to complete operations like client servicing, sales development or technical support. Many multinational companies do have the resources to establish a self owned customer service center; however this is not the case with maximum of the agencies falling in the small or medium category. For them call center outsourcing is a more streamlined attempt at providing high quality services.
While deciding to enter into an outsourcing arrangement the most common question that arises is reduction of control, quality of service to clients and the obligation taken by the outsourcing vendor to solve client queries. If these thoughts haunt your prospects to enter a profitable zone you must remember that outsourcing a section/ process of your business is similar to a new venture. Hence you need to plan your modus operandi carefully. Research on the vendors providing outsourcing service, defining your goal and best practices to be applied are the key features to consider.
Below are the steps one needs to take before takeoff
Goal Defining
Clear out the goals that you want to achieves after you outsource your business. Many look out for more benefits in cheaper cost. For starters you could examine and determine on the percentage of increase you want in client satisfaction, the reduction you want to obtain in the outlay and the kind of income you aim to generate. You also need to understand the kind of gains outsourcing a process will get your business.
As you are the one to choose the goal and the path to achieve it, you also hold the reigns to choose the range and type of work to be outsourced. Review your business necessity, the goals you need to achieve and most importantly your capacity before you outsource the process. Call Center Outsourcing Companies in India ensure achievement of your goals by employing trained resources and state of art infrastructure.
Statement of Work Development (SOW)
It is essential you jot down the detailed requirements of your business in the form of a SOW. These documents act as a guideline for your partner to understand the nitigrities of your business operations. Ensure that you also list the new requirements and development as the business grows.
Make the Right Choice
After you have done a complete research on the call center outsourcing service providers, make your choice wisely. Select a partner that has the most working experience in your field. Ensure they have the right infrastructure to support your requirements, also make sure their skills work as fodder for the further advancement of your venture. Most importantly the partner needs to show complete devotion and drive to be affiliated with your brand and take it to the next level of growth.
The most common process followed is to ask for Request for Proposals (RFP) and bids from the Call Center Outsourcing service providers. Through this you can decide the best service provider by judging their strength and facilities.
Cost Reduction and Profit
After you select the partner for your business venture decide on an essential aspect the money. While creating the agreement ensure to mention elements related to further development, innovation and cost reduction. Present this on partnership basis. Remember to your partner needs to earn along with you. Hence any achievement of goal be it a new development or cost reduction should benefit both the parties.
Monitor the Service provided
Handing over a service of your business to a Call Center Outsourcing Company is not the end of the story. As stated before, this in reality is a new business venture for you a well. Hence it demands utmost attention. You need to monitor the level of client servicing provided to your clientele, ensure it reflects the value of your brand. Involve the staff members in the process and keep them updated with every new development in your brand. This helps them to connect better with your goals and take better accountability.
No doubt call center outsourcing provides loads of benefits, topping the chart is, more profit with less expenditure. However, it is key to remember that your involvement is what will take it miles ahead. One last tip, your manpower makes it all possible, hence create an atmosphere that attracts the best employees in the field; which can be done through perks and recognition.
