4 Crucial Steps to Effective Outsourced Customer Service

If you’re thinking about using outsourced customer service, you’re in good company. Outsourcing is slowly but surely changing the face of customer service and retention. By outsourcing customer service, companies everywhere are freeing up valuable time, energy, and resources. Whether your company is just starting out or shifting from a fully in-house team, keeping your customer service system running smoothly and effectively can be a challenge.

To make sure your business gets the most from outsourced CS, you’ll want to tackle the endeavor with a strong game plan. As you prep your business for the change, here are four crucial steps to secure effective outsourced customer service.   

1. Choose the Best Outsourcing Company 

Customer service is an industry priority—and for good reason. During the buyer’s journey, customer service serves as the face of your company. Poor CS wears away at your business relationships, costing you loyal clients and generating negative word-of-mouth. It’s no wonder that many business owners may feel reluctant about the quality of out-of-house customer service at first. The key to avoiding these potential pitfalls? You need a powerful outsourcing company with reliable talent.

At Bandalier, quality is our priority. We help to shape our representatives into CS pros with our rigorous training program. After completing training, our representatives are supported by a team that checks on their progress, creates goals, monitors success, and inspires resourceful thinking. Our core principle, kaizen, keeps our reps focused on innovation and constant improvement. Customer service should always be cutting-edge. Backed by an expert team, Bandalier’s goal is to provide you with a customer service team that suits your needs and provides reassurance that your brand is in good hands.

2. Hit Hard with Branding 

From the first interaction a CS representative has with your customers, throughout the entire process, your company’s values should be on display. That means that branding should be top of mind, at all times. Over 60% of companies believe that maintaining a strong and consistent brand is important not only when generating leads, but also when communicating with customers.

According to Forbes, one of the most significant factors when it comes to outsourced CS is that the representatives take ownership of the brand. For the best outsourced CS, your representatives need to be well-versed in the company voice. That’s why, at Bandalier, our reps focus on understanding your brand values from the get-go. Once your customer service team is fluent in your brand, tone, and values, they’re able to better represent your company. 

3. Keep the Conversation Open

Communication is key. To ensure that you can have confidence in your outsourced representatives, develop an open dialogue with them. Discuss goals, establish deadlines, and solve problems as a unit. Our representatives are accustomed to routine team meetings, training sessions, and setting and reaching monthly KPIs, so they’re primed for dissecting data and developing team strategies. 

Additionally, for best results, encourage collaboration between your sales team and your outsourced customer service team. Ninety percent of sales leaders say they collaborate with the customer support team daily or weekly. This collaboration is crucial in crafting and sending a cohesive message to your customers. 

4. Integrate the Right Customer Service Reps

So, you have the best representatives. They’re trained in your brand and you’ve established a dialogue. Once you and your outsourced CS reps have found your rhythm, you may want to fully integrate them into your in-house team. With the right outsourcing partner, it’s possible. Bandalier’s onboarding process is designed so that, if it’s the right fit, hiring our reps onto your team full-time is a breeze. You can make an offer to any of our representatives to join your in-house team, long-term. 

Outsourced CS without the Stress

As companies seek out smart, resourceful business solutions, outsourced customer service only continues to grow in popularity. Make sure you’re staying ahead of the game with these tried and true tips for guaranteeing that while you benefit from preserving time and resources, your customers continue to receive the highest quality of service.

We’ve spent years perfecting our process to bring you the best outbound customer service there is. From our carefully-crafted interviews to our long-term support, our CS representatives are set up to succeed. Ready to take your business to the next level with high-quality outsourced customer service? Schedule a consultation with our experts