Delivering a great customer experience is no longer a nice thing to do – it’s a critical piece of your business. In fact, more than 80 percent of companies cite CX as their primary competitive strategy. However, when you’re a fast-growing company and everything is a priority, it’s smart to look to a customer service outsourcer to share the load. If you’re picturing a mundane call center with people reading from a script in India, think again. Today’s outsourcing partners are much different. They help companies navigate the evolving world of customer engagement and take their businesses to the next level by offering smart counsel, technology and skilled people.
Below are five ways outsourcers can help your organization improve customer service:
#1 Piloting projects
With digital transformation top of mind, organizations are looking to transform customer service processes but may not know where to start. Outsourcers can help your brand test new innovations by monitoring and tracking interactions. With a strategic partner, your business can proactively fix any operational issues and make necessary tweaks to improve the experience. With this support, you will be able to better track the success of new initiatives.
#2 Sharing expertise
A partner has a team of experienced customer service representatives who understand how to effectively leverage tools and optimize processes – saving organizations time and money. Organizations are able to take advantage of customer service representative knowledge, an existing structure, as well as outsourcer technologies and established processes. For example, outsourcers have a pulse on different regulations like worker hours and labor laws, helping your organization to maintain compliance without having to do extensive research because a partner has already done the necessary homework.
#3 Diving into the data
Outsourcing partners have robust programs to effectively capture data, allowing brands to organize, analyze and use data to make smarter business decisions. Without a partner, organizations can get caught up in the day-to-day operations of managing customer inquiries – failing to take the time to listen to customers, and more importantly, analyze customer feedback to improve the business. An outsourcer has the framework already in place and analytical tools to capture critical customer data. They can provide your business with access to data and tools that report on why customers are reaching out and customer satisfaction in real-time, delivering actionable insights. Dashboards for key performance indicators in the contact center lead to suggestions on next best actions based on customer sentiment.
#4 Balancing new technologies
While AI and chatbots are hot topics, outsourcing partners will help you take a measured approach to implementing new technology while maintaining the important human elements of customer engagement. With the advent of new technologies, many simple customer service tasks are being automated – making the inquiries that customer service representatives handle more complex. Outsourcers provide representatives with extensive training and are regularly implementing new processes to adapt to new technologies. In fact, a customer service representative will spend at least three to four weeks training before they even start fielding live customer inquiries, and they receive additional training throughout their careers as the industry evolves.
#5 Developing an agile strategy
With consumer expectations constantly evolving and more and more customer service channels popping up, an outsourcer understands how to take a holistic approach with an eye on the future. Outsourcers can help you gain a deeper understanding of the consumer through customer journey mapping. A partner will create customer personas, outline individual touchpoints through the customer journey, define customer interactions and detail customer feelings. Outsourcers also leverage Design Thinking principles to introduce new technologies, processes or idea that keep the customer at the core of innovation and change.
As companies look to deliver an optimal customer experience, it is more critical than ever to offer effective customer service. With fast-growing companies tasked with running the overall business, a customer service outsourcer is a valuable resource to deliver the highest-quality interactions with your brand. Whether it is testing out new techniques, sharing knowledge, analyzing data, integrating technology or creating the right strategy, a customer service partner can help your business take the customer experience to the next level.