The latest trend among several companies in the USA and UK is outsourcing. This is now a popular trend because of the cost benefits that outsourcing offers. You would no longer have to spend on overheads such as training and hiring staff, office space, installation of software and so on. All you pay for is the services that the outsourcing company offers. Thus outsourcing is a popular trend, and if you are running a small business, you can follow it too.
Cost is clearly a factor when it comes to choosing a company to handle your customer service needs. Ask yourself if the amount you will be charged is fair for the services provided. You should also determine whether the company’s metrics are in line with the rate they charge. A company that is cheaper than the rest won’t be cost-effective if they cause you to lose customers due to poor performance.
This is not talked about very much and is such an important part of managing in the contact center world where your reps are with you all the time. Trust me they see everything their supervisor does good and bad. They can’t fake these relationships.
Being successful in a customer service job like a call centre job, whether it be from home or office, requires some characteristics in your persona that are easy to develop once you know what they are and why they are so important to have. Resourcefulness, bilingual skills, the ability to listen, a pleasant and outgoing personality, clarity of speech, sense of responsibility, flexibility and discipline will get you a long way when it comes to customer service careers.
To illustrate, let me tell you a little story that happened to me recently. About a month ago I opened up a new business checking account with Chase Bank at a branch in Irvine, CA. The teller was nice, not very knowledgeable about the promotion that actually enticed me to come in to the branch and open up a new account, but at least she was nice.
Pay attention to a Call Center ‘s staff-to-volume level. Utilizing a company that employs too many people to handle too few calls is a waste of money. Utilizing a company that has too few employees for a high volume of calls will cause you to lose customers. A call centers near Tijuana, Baja California that hires too few employees will often have a high turn-over rate. A high turn-over rate will require you to wait for new employees to be trained, ultimately causing your customers to be neglected.
“‘My thoughts are nothing like your thoughts,’ says the LORD, ‘and my ways are far beyond anything you could imagine. For just as the heavens are higher than the earth, so my ways are higher than your ways and my thoughts higher than your thoughts’ (Isaiah 55:8-9).
I promised Jeffrey that I would write good things about him, and I am. He’s the ONLY reason I’m still banking with Chase. Maybe Chase should hire more people with Jeff’s skills and send the Kelly’s of the company for more training. However, I just realized Kelly’s title is “Escalation Manager,” and she lives up to the title perfectly. My temper was definitely escalated by the time she was done with me.