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A blog banner by Magellan Solutions titled 4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
Outsourcing to the Philippines: a Good Place to Begin Your Startup

Ways to Outsource Customer Service

Ways to Outsource Customer Service banner

 

Ways to Outsource Customer Service banner

 

Customer service plays an integral role in building customer loyalty and retention. As such, companies can’t afford to neglect this aspect of operations. While some have in-house staff that can handle calls, there are those that lack the human capital and communications technology needed for the job. If you belong to the latter category, you might want to consider outsourcing.

Outsourcing is a great way of bolstering customer service without having to hire additional staff or invest in new technology. It lets you leverage the service provider’s business infrastructure and best practices. It also lets you tap into their pool of agents, giving you access to talent that you might not be able to find within your network.

Outsourcing Customer Service Check List:

Business goals

What do you hope to achieve by outsourcing customer service? Would you like to strengthen your processes, reduce hold time, or minimize call abandonment rates? Would you like to improve customer retention? Having a clear picture of your goals, as well as the desired outcome, will make it easier for you to proceed.

Location

Decide if you want to outsource to a service provider that is based in an onshore, near shore or offshore location. Onshore service providers can be found in the same state or city as your company. Those based near shore are located within the same region, while offshore service providers operate from other continents.

Offshore service providers tend to have the lowest rates, while onshore service providers are the priciest. Time difference doesn’t play into offshore service providers’ work, since they adjust to your time zone.

Expertise

When looking into a number of service providers, make sure that their expertise aligns with customer service. It would also be worth noting how long they have been in the industry and what they have accomplished so far.

Service Level Agreements (SLAs)

Take a good look at the SLAs that a service provider presents. Don’t hesitate to consult with a lawyer or specialist if you don’t understand all the terms. Make sure that the SLAs are sufficient enough to meet your business requirements, and that they hold the service provider fully accountable for the project.

Coordination

Outsourcing customer service to a service provider frees up your time, enabling you to focus on core functions. However, you would still have to coordinate with the service provider and make sure that the agents are performing well. You can get an in-house staff member to act as a go-between, keeping both sides updated on a regular basis.

Metrics

Key metrics will help you and the service provider gauge whether or not the team is meeting goals. They will also help you identify areas for improvement. This lets you find ways to optimize processes.

How to Get Started Outsourcing Customer Service

Doing research and talking to a number of service providers ought to give you a feel for outsourcing. It would also help to ask trusted sources for a referral. They, in turn, might direct you to service providers that they have worked successfully with in the past.

Offshore destinations like the Philippines are known globally for customer service. If you intend to reduce costs and find top talent, the country’s service providers are a good bet. Filipino agents tend to be fluent in English, and they speak the language with a neutral accent. They also tend to have a strong background in sales and customer service, which means they have a lot to bring to the table.

Finding the right service provider might take a while, and you may have to go through one or two outsourcing companies before finally settling. However, outsourcing can be highly beneficial for your customer service in the long run.

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Magellan Solutions Outsourcing, Inc

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California – USA (West Coast)

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Florida – USA (East Coast)

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Philippines – APAC

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    Magellan Solutions Outsourcing, Inc

    Arrow Divider Footer min

    California – USA (West Coast)

    100 Old Country Road Suite H, Brisbane, CA 94005, United States

    Florida – USA (East Coast)

    1900 South Harbor City Blvd, (East Coast Division) Suite 300 Box 48, Melbourne, FL 32901

    Philippines – APAC

    PB Mezzanine Floor, Summit One Tower 530 Shaw Boulevard, Mandaluyong City, Metro Manila 1552

    Philippines – APAC

    8th floor, Centris Cyberpod 5 ETON Loop A, Diliman, Quezon City, Metro Manila 1103

    US: +1 650 204 3191
    UK: +44 8082 803 175
    AU: +61 1800 247 724
    hello@magellan-solutions.com

    Quick Links

    • About Us
    • Sample Call Recordings
    • News & Blog
    • Resources
    • Our BPO & Call Center Facilities
    • Message from the CEO
    • Privacy Policy

    Industries

    • Outsourcing for 3D Service BPO
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    • Outsourcing for eServices BPO
    • Outsourcing for Healthcare BPO
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    Arrow Divider Footer min
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    • Multilingual Call Center Services
    • Lead Generation Services
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    • Community Moderation Services
    • Virtual Assistant Services

    Associations




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