Managing the risk with outsourcing customer support service

 

Here are three of the most key risks associated with outsourced customer support, as well as solutions to mitigate them:

·         Security is the first and most important risk.

One of the risks of outsourcing any task is that sensitive company information will end up in the hands of non-employees, typically from other countries. Prepare a set of training manuals intended expressly for outsourced employees to limit this risk in the area of customer service, and filter this information carefully to ensure that you are not passing over anything that the outsource employees don't need to do their tasks.

Additionally, choosing a large and respected outsourcing customer support service is generally the best approach to raising the degree of security for your company's information. These corporations will have pre-screened the workers and are likely to have a long track record in customer service outsourcing.

·         Performance is the second risk.

There is a danger in having customer service outsource individuals who do not have a history with the organization conduct the task, as there is any outsourcing sort. This is especially risky in customer service, where you want the most experienced people speaking to your consumers. Spend a lot of time on the outsourcing contract before signing anything with a supplier to set up your call centre to prevent this risk. You should be able to specify the degree of training as well as the precise testing standards that each contact centre employee must meet before joining the team. In an ideal world, you'd be able to examine every single call centre employee's background and create your own call centre from the ground up.

·         Efficiency is the third risk.

This is also related to performance, but it refers to the degree to which BPO staff perform at a productive rate compared to the rate you would anticipate from your own employees who are under closer control. The financial savings you achieve by outsourcing a call centre too, say, India, Russia, or the Philippines, can rapidly vanish if you discover that the personnel is not managing the volume of calls you expect or are squandering time in other ways. This is why you should choose to Outsource customer care service with advanced technology capabilities for tracking and monitoring staff performance. Do not sign an outsourcing contract unless it clearly states how your personnel will be watched and measured over time, and ensure that you have immediate access to this information.

These fundamental factors should assist you in minimizing the most significant risks associated with outsource customer care support.