Customer Service Outsourcing: Best Practices
Business Process Outsourcing is the process of delegating to a third-party service provider non-core functions done in-house. Front Office outsourcing is a type of business process outsourcing that involves the provision of services like inbound or outbound telephone conversations, electronic mail, fax, chat, video and other forms of direct interaction with a client’s customer base.
Customer Service Outsourcing is an application of Front Office Business Process Outsourcing which is the process of offloading to an external provider the direct involvement and assistance provided to customers on their concerns at each point of the customer journey.
Customer service outsourcing is one of the fastest growing markets in the outsourcing industry. According to the Technavio 2020-2024 report, the global call center outsourcing market is poised to grow by USD 14.05 billion during 2021-2025, progressing at a CAGR of over 3% during the forecast period.
To ensure customer satisfaction, here are some best practices for customer service outsourcing providers:
Responsiveness
It is important to maintain a high level of business commitment in customer service through responsiveness. To nurture excellent customer experience means to provide robust and responsive 24/7 communication and technical support.
Integrate intelligent automation technologies such as robotic process automation and artificial intelligence in the form of Internet of Things and chatbots as these are also essential elements in delivering excellent customer service.
Agile Operations
An agile methodology is a gateway to continuous process improvement and ultimately, digital transformation. Adopt agile methodologies in your intra-day customer service operations. These can encompass:
- Integration of Agile methodologies
- Daily, Weekly, Monthly Action Plans
- Process and test documentation (test cases, checklists, and so on)
- Application of Quality Assurance (QA) methodologies
Nurture Client Relationships
The goal of customer service is to provide excellent service delivery. Offer flexible consulting and support tailored to the client throughout the end-to-end process. Provide transparency with services offered. This allows for alignment of client and provider expectations. Also, constant feedback allows for a more efficient workflow and allows for optimum employee and client experience.
Nurture Client Relationships by:
- Control over talent acquisition, management, and training
- Complete visibility of productivity, utilization, and quality
- Quality assurance metrics tailored to meet client specifications
- Flexible agreement terms for adaptability
- Quality Control
At Connext Global Solutions, we believe in our people and our leaders. Part of our service is giving our clients access to the best trained and most experienced service delivery managers in the entire business process outsourcing industry. Connext is building industry best client experience through its commitment to management philosophy and leadership development at all levels.
Remote-ready Model
Connext Global Solutions ensures excellent customer service and customer experience through a remote-ready model.
Connext is equipped with secure state of the art monitoring and technology to support cloud-based connectivity platforms and systems to ensure seamless operations.
Below are features of the Connext Captive Model:
- 24/7 IT Support
- On-Site Physical Security Teams and Cameras
- User Desktop Monitoring
- Connext-to-Client window, a two-way configuration of digital cameras and closed-circuit television (CCTV) where Connext clients have access to real-time audio and visual connection with their offshore team members. This allows for more transparency and monitoring of the offshore team.
Start building a scalable support team of experts. Outsource services to a Connext offshore team today.
