2 Key questions to consider
Before choosing to outsource, align with your team on needs by considering these questions:
1. Are you in need of a new skill/ expertise to support your customer?
This is where outsourcing is the most effective. Lack of knowledge to execute could do long term harm and even prohibit growth to new markets, languages and customers. Outsourcing a specialised function or segment allows you to ensure it is done correctly the first time.
2. Do you have disciplined processes ?
Outsourcing won’t get rid of your responsibilities completely. You’ll still have to devote time communicating and aiding your outsourcer to develop a repeatable, measurable and lean process to outsource.
3. Is there scope to increase your efficiency and competitiveness?
Outsourcing your customer service ensures your customers receive the help they need when they need it. Top service providers also have the capacity to absorb dramatic demand shifts, enabling quicker ramp-ups and ramp-downs than in-house centres.