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A Getting Started Guide to Hiring Customer Service Outsourcing Companies
1. A Getting Started Guide to
Hiring Customer Service
Outsourcing Companies
By Fern Carlos, Sourcefit: Custom Offshore
Staffing Solutions
2. For many companies, outsourcing customer
service is a strategic solution. It’s a costeffective step that also helps gain other
benefits such as flexibility, expertise, and
access to the needed infrastructure.
3. In most cases, it’s a combination of factors
that tip the scale in favor of outsourcing.
4. In most cases, it’s a combination of factors
that tip the scale in favor of outsourcing.
Before you start looking for a service provider,
make sure you’ve made a thorough
assessment to determine if outsourcing is a
good option.
10. Costs Make sure you’ve compared the total
costs of outsourcing customer service
with the total costs of keeping it onshore.
Factor in employee salary, training, cost
of equipment or infrastructure, rent or
purchase of office space (if onshore), and
maintenance, just to name a few.
11. Don’t forget to include non-monetary
benefits such as access to best practices
and up-to-date niche expertise.
13. Complexity –
Consider, too, if the tasks might be too
complicated to outsource and how much of
a control would you want to have over the
way customer service issues are being
handled. If you are looking to maintain
optimum control over the answers being
given to your customers, you should rethink
outsourcing.
14. The same goes for tasks that are too
complicated. Are the calls typically handed
from one department to another before the
issues are resolved? Adding a third party
company into the mix might further
complicate the process.
16. Customer requirements –
If there are a growing number of service
issues and requests from your customers that
your company can’t provide with existing
resources, it might be time to consider
outsourcing. If, for example, many customers
have been asking for assistance during hours
when your onshore staff is not available, you
should start assessing and comparing
onshore and offshore costs right away.
17. After you have determined that outsourcing
customer service is the sensible choice for
your company, you should determine the
methods of customer service that you
require.
18. Is it solely email support? Would you need
someone to handle customer issues on social
media? Would outsourcing to freelancers be
enough? Or would you need the help of a
traditional call center or contact center?
19. Factors that determine if you would
need one or more of these customer
service methods include:
20. Factors that determine if you would
need one or more of these customer
service methods include:
- How fast do you want the response to be?
21. Factors that determine if you would
need one or more of these customer
service methods include:
- How fast do you want the response to be?
- How fast do you want the turnaround to be?
22. Factors that determine if you would
need one or more of these customer
service methods include:
- How fast do you want the response to be?
- How fast do you want the turnaround to be?
- How detailed do you want the response to the
customers to be?
23. Factors that determine if you would
need one or more of these customer
service methods include:
- How fast do you want the response to be?
- How fast do you want the turnaround to be?
- How detailed do you want the response to the
customers to be?
- How big is the volume of customer interaction that
needs to be handled?
24. Factors that determine if you would
need one or more of these customer
service methods include:
- How big in terms of manpower do you need
your outsourced customer service staff to be?
25. Factors that determine if you would
need one or more of these customer
service methods include:
- How big in terms of manpower do you need
your outsourced customer service staff to be?
- How much time or how many personnel do
you have to monitor progress or provide
oversight?
26. To learn more about hiring customer service
outsourcing companies and offshoring to the
Philippines, visit http://www.sourcefit.com
/customer-service
27. To learn more about hiring customer service
outsourcing companies and offshoring to the
Philippines, visit http://www.sourcefit.com
/customer-service
Text by:
Fern Carlos, Sourcefit: Custom Offshore Staffing Solutions
Valerie
