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How to Choose Right Customer Support Partner for Your Business
With every day increasing better customer service demand and increasing cost associated with it.
All type of Companies including Small to big have a proven alternative, of using an outsider vendor or company
having expertise in outsourced customer support services. While it is cost saving, result oriented approach but if you are a new buyer in this area, you should know
choosing a vendor only based on cost is not always enough and you may need to check all the companies your are considering based on few
important parameters and need to identify if they are the right choice
for you or not. In fact this initial, a bit extra effort will not only
can give you happy clients but may also be your strategic competitive
advantage. And can lead to big savings on customer acquisitions and retentions.
First of all you need to understand, do you need to outsource your customer support?
Consider following points:
Your Organizational & customer needs:
- Understanding both the customer's value to the business and the customer's expectations for support.
- Segment customers according to profitability like expectations and provisions for customers generate much higher, higher and low profits
- Level of coordination needed between your departments marketing, sales, operations and finance. Also how it is achieved in present conditions and what changes will be needed in outside vendor provisioning.
- Customer expectations for support, turnaround time to resolve problems, complexity levels, support coverage in terms of time, ability to resolve type of issues such as any technical support issue
Your Technology & skills needs:
- Technology you are using while technology you needed to support your customers within customer expectations?
- Detailed reporting capabilities and your reporting needs?
- QA provisions such as calls details, voice recordings and is it available always or on demand? Company with various process certifications and other latest quality measure already has such QA provisions in house.
- Scalability or expansion capabilities to handle sudden loads?
- What measure they have to prevent any kind of data or information misuse i.e. privacy protection and are they guided or approved by any good agency?
- Provisions for employee selections, retention, skills
improvements and management? always remember a company
with happy employees will have more number of happy
clients.
- Service cost and availability of options to choose from based on your current needs and possible need changes? to avoid any surprises.
Ok, I have checked these entire thing now what, should I use near-shore or offshore services?
To find out best alternative for you, First of all you should forget about the
physical location of the vendor while checking companies on the basis of points given above. If in
the short listed companies you have offshore company or a company with all
the features and facilities in best or offshore rates, Go opt for it. In this way you can
also address any possible issue related to:
- Cost savings.
- Culture, Skills, Competency limitations or
differences.
- Any Effect of physical distance between your company and vendor.
- Man power availability and ease of getting
skills i.e. vendors man power management capabilities.
These day offshore destinations like India are developed enough and have large availability of suitable manpower with skills to boost your company’s growth and profits by savings up to 50% or more.
What after choosing a provider:
Choosing a right provider is not end of your task, it is
just a beginning; now you needed to ensure following to get
most benefits:
- Do you have an accounts manager or single point of contact in Vendor Company.
- Do have a regular check on QA and other reports, call recording etc.
- Notice any sudden rise or dilutions in a certain type of customer complaints or contacts.
- Be in contact with your vendor to ensure continuous communications and to figure out any possible flow.
- Do keep a provision like "Contact with CEO" and also inform your customers about it to use in case,
if they are not happy about any product or service by any of your department of outsourced vendors.
It will not only help you understanding any problem but
also will give your continuous channel of customer
feedbacks and suggestions as well. And will be a company
with image "Yes, we hear you!"
In an interview Mr. Amit Agrawal
cofounder & director of Cyber Infrastructure (P) Limited stated
about few benefits including technical, about CIS as
customer support partner:
- State of the Art Technology
- Professional & Well Equipped Associates
- Real Time Reporting
- 100% Operational Transparency and 100% Recording
- Specialized Quality Monitoring System and above all
- Quality Blended with Excellent Service!
- Member of Customer care institute USA
- Member of Help Desk institute UK
About CIS: 
CIS an ISO 9001, 100% export oriented unit providing One-Stop outsourcing Services.
Company is a leading provider of outsourcing service including IT, ITES, EPO, KPO since year 2000. Our Professionals work hard to make things easier for you and your business. The company's major areas of business are off-shore development & consultancy.
Currently, CIS with its offices and associates, providing outsourcing services in more then 12 global regions covering more then 20 countries. This enables our customers get a cost effective outsourcing solution every single time with direct, local communications!
Please visit www.cisin.com to know more about CIS and its services.
Source: Cyber Infrastructure (P) Limited
www.cisin.com
307, Vidhyapati, III Floor
17 Racecourse Road,
Indore (M.P.), India – 452001
US: +1(408) 705-1160
India: +91(731) 406-1154 |
