Embarking on outsourced reception services have become the in-thing nowadays. This is because businesses and companies have discovered it costs far less to use external hands to attend to their customers’ technical and other needs, plus the contractors are often experts in customer service.
However, in order to get the best possible outcome from customer service outsourcing, you need to adopt effective measures that will help optimize reception services performance.
Here are some proven approaches that can help you get the best from outsourced customer services;
Do Periodic Monitoring
In carrying out periodic monitoring, you should measure. What does that mean? Endeavor to keep a detailed database of each call, its arrival time and how long your customer was kept waiting before the call was eventually answered. You should also find out the duration of the call, the number of times it was transferred and the call category.
You should also score as well as measure how the customer service agent performed on calls. Often, agents in call centers are not well monitored in terms of their performance on the phone. The call centers may focus more on productivity metrics, forgetting that performance that leads to customer satisfaction is key.
So, you should carry out this thorough monitoring and measure as one of the best approaches to determining whether or not to continue using the outsourced reception service you’ve just hired. Luckily, there are great apps that can help you achieve this. Typical examples are the HyperQuality and LogMyCalls apps.
Suggest a More Effective Approach
While a good number of customer service contractors are experts in this field, nothing stops you from suggesting a better customer service approach. The most important thing is to ensure your customers are truly satisfied.
For instance, based on your observation of the contractor’s mode of operation, you can suggest more effective measures. An example is asking the contractor to roster staff based on volume. In this case, the contractor should adopt a combination of Call Duration, Call Volume, SLO Percentage, and Time-to-Answer techniques. In the long run, these methods can be employed in predicting abandoned calls and unattended customer complaints.
Make Sure the Contractor Can Handle Large Volume of Simultaneous Calls
Especially if you have large customer base or sell products and/or services that require some level of technical know-how to handle, you need to ensure that the outsourced reception service company can handle the volume of simultaneous calls involved.
You should also make sure that no call is abandoned and that no complaint is left unresolved. Therefore, it is important that the reception service company operates a call forwarding technique so that an agent can transfer a call to another agent who is in a better position to resolve the customer’s complaints or case.
Adopt these measures to optimize outsourced reception services performance.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.