The success of any business and the amount of positive feedback they would get is no doubt going to be related directly or indirectly to the quality of their customer service. This is why outsourcing customer service is something every business owner must do with utmost caution. Your customer service agent can either increase your customer base or they can turn off your customers. This is why you must ensure that only professionals handle your customer service as it can be key to helping you build your business and increase your customer base.
In the Philippines there are many outsourcing companies that you can contact in outsourcing customer service for your business. What makes the Philippines awesome when compared to other countries that offer outsourcing customer service, is that a lot of Filipinos use English as their first language and they have a good understanding and appreciation of western culture. In customer service, this is priceless as you need a customer service agent who would be able to relate well with your customers and help them with whatever challenge they may be having.
4 Things to consider when Outsourcing customer service to the Philippines
Below are four vital things that you must consider and you must be knowledgeable about, regarding the outsourcing company you intend to use before making your mind about them.
Communication Ability of the Employees: Like was earlier mentioned, communication is key in any customer service work. So you would want to know how fluent and comfortable the employees are with western English and culture.
The Network Stability of the Outsourcing Company: Customer service requires a stable network to ensure that there is no break in communication at any time, be it a voice call or email service assistance. So you would want to know about the stability of the network and you should be sure to get assurance that they have an internet speed that is above average.
Mode of Payment: Different firms receive payment through different routes. This is something that you must iron out before choosing any firm in the Philippines for outsourcing customer service of your business. The mode of payment, the time of payment and the pay itself should all be sorted out before commencement of service.
Working Hours: Due to differences in time zone, this is one of the most important areas that anyone outsourcing customer service must know. If it is a 24/7 customer service then it is easier, if not, you must have the time zone well sorted out. The employees must be aware of the time zone of most of your customers as well.
The above mentioned features must be considered so you can get the best from outsourcing customer service of your business to the Philippines.
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 build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.