Brands need to make sure that they’re delivering high-quality services to their clientele. A responsive and efficient customer care is a core component of a great brand experience. Thus, businesses that strive to perfect their customer service can stand out from the competition.
But how can you make this happen?
These days, most brands outsource their customer support to call centers. International businesses in particular opt to work with bilingual or multilingual providers, so they can connect with their diverse clientele.
However, you need to select the best-performing vendor that can supply your needs. They must have a rigorous customer service training program as well. This ensures that they can consistently deliver high-caliber services.
What would truly raise the quality of your outsourced services, however, is training your offshore team yourself.
Many businesses choose to hand over all training responsibilities to their vendors. While there’s nothing wrong with this, you might want to get more involved in training your outsourced team. In most cases, this entails sending a representative or two to your offshore vendor. They would then oversee and facilitate the training process to ensure that everything’s aligned with your brand’s voice and performance standards.
Although it’s a much more labor-intensive process, it’s also a beneficial one. A closer supervision over the training activities of your outsourcing provider would result to these advantages.
1. Get everyone on the same page.
You want your call center agents—the ones who’d be representing your brand to customers—to be fully knowledgeable about your business, products, and services. The most effective way to do this is to directly communicate with them.
Conducting your customer service training program yourself lets you clarify your objectives and processes among your outsourced employees. It would also let you answer their questions and resolve their job-related concerns quickly.
2. Communicate your brand’s voice clearly.
Outsourcing is a smart business strategy. With it, you can still handle your non-core tasks without taking your focus away from your core functions.
But of course, it involves massive challenges, one of which is maintaining your brand’s voice.
Training your agents yourself solves this concern. This way, you can effectively onboard new reps with your brand’s processes. You can directly communicate with them your brand’s vision, values, and unique strategies—all of which can influence the way they perform their support tasks. By guiding them closely, they can adjust their performance in a way that reflects your brand’s personality.
3. Raise the quality of your services according to your standards.
One of the most important advantages of executing your own customer service training program is that you get to improve your performance in a way that’s aligned with your needs. You can ensure that agents can carry out their tasks while adhering to your guidelines and expectations.
Aside from helping create a positive customer experience, this also promotes a consistent, solid brand image.
4. Boost employee engagement.
Even if your customer support agents are employed by another company, they are still your frontline representatives. They carry the name of your brand at all times, so it’s only fitting to say that they’re the face of your brand since they’re the ones your customers turn to when an issue comes up.
By training your outsourced call center agents, you gain a chance to get to know them personally. This comes with opportunities for talking to them and building smooth professional relationships with them. In the end, this creates a feeling of belonging among employees, thus increasing engagement and productivity.