Outsourcing of the call centre of your company to Infosearch, can be a life-changing decision- it saves you money, increases customer happiness as well and provides support with no burden on the internal resources.

Infosearch provides various customer services through inbound call centre and outbound.

However, to outsource your call centre in a right manner, you should have a properly planned strategy. The following offers you a step-by-step guide to succeed in outsourcing call centre operations:

 

Step 1: Find Your Goals

Clear up on the reasons behind outsourcing before approaching the vendors. Ask:

  • Would you like to slash expenditure?
  • Is it an issue of better 24/7?
  • Do you want to move into new territories or markets?
  • Do you require multilingual or multi-channel support?

Tip: Measurable goals such as accomplishing response time, increasing CSAT score, or decreasing cost-per-call should be set.

 

Step 2: The process of locating the Services to outsource

Choose the area that you want to outsource your customer services in:

  • Call support (customer enquiries, technical support)
  • Support (reaching out, follow ups, surveys)
  • Social media, email and chat assistance
  • Seasonal/after hours coverage

Hack: Work on fixed or smart overflow services then grow with outcomes.

 

Step 3: Your Budget and Timeline

Determine:

  • Your monthly/ yearly outsourcing Budget
  • ROI and cost expected per interaction
  • Desired switch over or go-live date

Tip: Include cost of set up, training and technology integrations in your budget.

 

Step 4: Shortlisting and Research on BPO Providers

The assessment of potential partners should be done on the basis of:

  • Experience in the industry
  • Technology and infrastructure
  • Compliance and security standard
  • Customer testimonials and case studies

Choices: Explore onshore, nearshore or offshore providers based on what language, time zone and costs you prefer.

 

Step 5: Submit an RFP (Request for Proposal)

Your RFP must have:

An overview of your company and aims

  • Required and anticipated call volume of services
  • Quality expectations (KPI/SLA)
  • Technical requirements and security requirements
  • Budget and duration of contracts

Tip: Have a Q and A session during which the vendors can seek to understand what you need ahead of making their proposals to you.

 

Step 6 Compute Evaluations of Proposals and Interview

Comparison of Shortlisted providers as per:

  • Price against value
  • Training programs among the agents
  • The tool of analytics and reporting
  • Cultural fit and communicating style

Tip: Request free samples of call recordings or make a trial run when signing.

 

Step 7: Install a Clear Contract and SLAs

The contract ought to spell out:

  • Work, scope and duties
  • Performance Key Performance Indicator (e.g. AHT, FCR, CSAT)
  • The level-by-level processes of escalation
  • Data confidentiality and data security clauses

Termination and renewal conditions

Hint: Add penalties or incentives depending on the SLA performance.

 

Step 8: Recruit and catch up the BPO Team

In collaboration with the provider:

  • Post brand guidelines, FAQs and product knowledge
  • Conduct training and instructional materials
  • Standardize scripts, tone of voice and escalation procedures

Tip: Dealing with them should not be viewed as they are a vendor on your team.

 

Step 9: Go Live with Pilot of the Program

  • Exercise systems, processes
  • Find and eliminate any initial problems
  • Gather responses among the agents and customers

Tip: Keep a close watch on the metrics at this stage and optimize operations.

 

Step 10: Measure, Optimize and Scale Step 10

  • Look at dashboards of performance on a regular basis
  • Quarterly business review (QBR)
  • Add/ Subtract staff, training or tools as necessary
  • There might be opportunities to increase services like, multilingual assistances or the sale of products to other countries (outbound)

Tip: Develop a partnership of long-term agreement that is characterized by openness and constant optimization.

 

Final Thoughts

Sending your call centre business abroad is not merely a cost-reduction strategy, it is a strategic operation that when properly carried out, customer experience would highly be improved, operations would be simplified and the business will grow. By creating a plan and having the right collaborator, you will be able to make a fast transition and have a sustainable success.

The scalable and customer-centric support can be achieved with a considered step-by-step process of outsourcing.

Contact Infosearch for your call centre services.