In the world of business, two or more heads are always better than one. This is true both for small business operators and managers of multinational companies. Business partnerships expand your reach, diversify your capabilities, and allow you to explore more auspicious opportunities.
Those who are currently outsourcing, or planning to outsource, to a bilingual call center must build a strong bond with their customer service provider. The tricky part in this type of arrangement is that you’ll be dealing with a multicultural company. Even though you’re a client, you must also do your part in ensuring that you and your call center are effectively communicating. This way, both of you can carry out your own functions in a way that complements, rather than contradicts, one another. This means better customer service delivery and higher productivity.
To build a stronger business partnership with your provider, avoid making these five mistakes.
1. Lack of commitment
Lack of commitment can be observed in many ways. For example, if you always show up late for meetings or if you often fail to hand in the documents and resources expected from you, the other party would immediately feel that you don’t value their time.
For business partnerships between a bilingual call center and a brand to work, both parties must agree to meet the other halfway. Avoid flaking on the schedules that you’ve agreed upon and make sure to respect one another’s valuable time. Also, if your customer service provider has work-related concerns, be sure to hear them out and be willing to resolve these issues with them.
2. Over-committing and under-delivering
At first, you may think that this burden only applies to outsourcing companies. What you may not immediately realize is that you also have to keep track of your own deadlines so you can deliver the resources and tools that your call center may need. For example, if your provider is waiting for you to update your product database, or you’re revising your marketing scheme, make sure to do so promptly. This can save you from confusion and would also ensure that your customers are getting the right information.
Transparency is one of the main keys to strengthen a business partnership. What call centers wouldn’t tell you is that they also choose their clients, in the same way that you also scrutinize your outsourcing partner. This is because you both need to maintain a good reputation to be able to build the ideal corporate image. Therefore, you must adhere to business-related policies and practice honesty at all times. Lying to cover up your shortcomings is a sign that you can’t take responsibility for your actions, and this can quickly break the trust between you and your outsourcing provider.
4. Agreement breaches
Whether it’s your official outsourcing contract, or something as casual as a meeting over Skype, you need to always follow through with your arrangements.
When you regularly fail to hold up your end of the bargain, your business partner may view you as unreliable. Over time, this could create a lot of tension between the two of you, and this could harm not just your business partnership, but also your performance and your reputation.
5. Insufficient communication
The most important thing to remember is that you must never stop nurturing your business partnerships, especially with your bilingual call center. You can do this by regularly communicating with them and updating them about the most recent changes they must be concerned with. It’s also important to bond with one another outside of work so you can get to know one another on a more personal level.