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A Getting Started Guide to Hiring Customer Service Outsourcing Companies
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A Getting Started Guide to Hiring Customer Service Outsourcing Companies

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To learn more about hiring customer service outsourcing companies and offshoring to the Philippines, visit http://www.sourcefit.com/customer-service.

To learn more about hiring customer service outsourcing companies and offshoring to the Philippines, visit http://www.sourcefit.com/customer-service.

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  • 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.
  • 5. Some of the factors consider:
  • 6. Some of the factors consider: -Costs
  • 7. Some of the factors consider: -Costs -Complexity of the tasks involved
  • 8. Some of the factors consider: -Costs -Complexity of the tasks involved -Customer requirements
  • 9. Costs -
  • 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.
  • 12. Complexity –
  • 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.
  • 15. Customer requirements –
  • 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