A roadmap to outsourcing customer service (5 steps)

Of course, the right service provider and the right planning are essential for successfully outsourcing your customer service department.

5 steps to outsourcing customer service:

We summed up the Roadmap to outsource customer service in 5 steps:

1. The Contract
2. The Processes
3. The Technology
4. The Training
5. The Reporting

Roadmap to outsource customer service in 5 steps: the Contract, the Processes, the Technology, the Training, and the Reporting.

1. Contract:

   Prepare an effective contractual agreement for both parties. Make sure it covers the following parts:

   • a detailed description of the outsourced service,
   • the technical requirements,
   • the administration of the contract,
   • the financial elements.

2. Processes:

   Set up productive operations.

   • Prepare and manage your current personnel,
   • define the standard operating procedures,
   • hold a quick-off meeting,
   • and frequently review your service provider’s performance.

3. Technology:

   Transfer your inbound interactions smoothly.

   • Evaluate the cost of call transfers,
   • efficiently synchronize the queues, make sure every inbound interaction is taken into account,
   • grant access to your tools to the service provider.

4. Training:

   Establish a solid training program.

   • Design the initial training on technical and soft skills,
   • plan and implement the continuous training program,
   • build the knowledge base,
   • how to detect when a need for on-the-spot training emerges

5. Reporting:

   Ensure a healthy collaboration between you and your service provider.

   • Determine the frequency and the delivery process of reports,
   • activity and calls report,
   • agent performance report,
   • ticket and transactions report,
   • quality report.

With all these points covered, you are ensuring that your collaboration with your service provider starts on a solid foundation.

You can consult the complete guide the following link: