Guide to each of the specialities within BPO – customer service

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The short term commitment of freelancers is something that is not often spoken about, but is their best quality. Think of a scenario that often pops up in a BPO where for one or two quarters, there is a need for a very specific set of skills, but after that, you can get back to your business as usual. You only need find a freelancer that is willing to work for you at that time and leave once the project wraps up. Even if they are paid a bit more than your full timers, the cost will be justified because the overall costs are drastically reduced. Another way to utilise freelancers for Customer Service roles for small businesses is that they can be tapped to cover your business during Weekends, only paying them for work rendered during those 2 days.

Freelancers are also relevant. Think of the way many call centre workers quickly form habits and get comfortable where they are. A freelancer cannot afford that luxury. They are highly dedicated and possess skills that might not be so easily available with your own staff.

Tips on outsourcing your customer service

 

While it seems like a no-brainer to immediately call and hire an offshore team to handle your customer service work, take some time off and properly research the issue. Here are a few things that you need to keep in mind before hiring a contact centre.

Audition

Make sure you have a full audition of the way your prospective contact centre will operate should you choose to hire them. By doing this, you will get to know the general vibe of the place, how they are able to handle their work and even call in and find out how far they are able to help with issues.

Know what you will lose

However good your BPO is, there are certain aspects that cannot be replicated offshore. The personal touch that you have with your clients may not be possible when they are calling a company halfway around the world. What you can do is work closely with the teams and ensure that the communication between customer services and the rest of the workforce on the site is smooth.

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IT vs EQ

In many cases, you are sure to receive the best in terms of technical support, especially when it comes to people calling inbound services. They really know their tech. The issue comes with the emotional aspect of the business. Contact centre workers are, often times, unable to perform this task, not because they are incompetent, but because their job is to help fix the situation, not the way the customer feels about it. That’s why it is important to develop a system where there is an undertone of empathy along with technical prowess when handling customers.

There are several reasons why it really is a good idea to move certain operations to a contact centre. If you are setting up a business and feel that you need to look out for a contact centre, make sure you are well aware of how it works.

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