Seventhman Blog

Outsourcing Customer Service in the Digital Age

"outsourcing customer service"Everyone in business knows that good customer service is not an option; it is a MUST.  When customers are the very blood that’s keeping your organization alive, will it be a smarter option to outsource service to vendors so you can save on cost?  For the past few years, support functions have been a major contributor in globalization as companies outsource their workforce to call center hub spots like India and the Philippines.  Still, the very question these days is how you can find balance in the human and technical side of things when providing service to your customers.

Customer Service in the 21st Century

No matter how technology allows for instant connection, there are people who still feel assurance speaking to a live person.  For this reason, contact centers have fully integrated online, mobile, social and landline communications.  This means monitoring customer queries and conversations online and offline, 24×7 – from phone queries, call routing, live chat, fax, website queries, emails, SMS, mobile touch points, interactive voice response (IVR) and social networks like Facebook, Twitter..  Whether you choose to outsource to vendors here or abroad, or hire the services of a home-based agent is not the focus these days.  Those who provide an awesome customer service knows that empowering your team to personalize each call for help will win your business more loyalty.  Your front-liners must reflect your genuine interest to help and add value to your customers.

Motivating your team to go beyond the usual service metrics and customer satisfaction scores can be tough if you’re working with a hundred or more.  Are you ready to encourage them to take chances in making your customers happy?  Read This First:  To Create Innovation, You Must Inspire Loyalty First

The Rise of Unsourcing

You probably haven’t heard of this word yet and many are speculating it to be the next gen of customer support.  Instead of outsourcing support to a third party, the company sets up an online community that enables peer-to-peer support among its users.  Not only will customers get help from those with the same experience, but they get to interact with someone who’s local.  This way, advocates of unsourcing can lessen instances of irate customers and minimize the cost of customer service via outsourcing.  This knowledge-sharing is further encouraged through gamification, like awarding badges to top contributors and giving out perks.  Still, there are limits to this where confidential data is concerned, like billing.  Will this mark the end of outsourcing services as we know it?  Too soon to tell, I’d say.

Should You Still Outsource Customer Service?

The answer is YES – if only you understand how to do it right.  You have to carefully analyze the risks and benefits, the skills and resources you will need.  It’s not an easy path or a band aid fix to your business problems.  It’s stepping away from the usual cost saving notion and thinking about ways on how to manage customer relationships for real.  Just in case, you need to have that realistic approach before you even sign that contract with your vendor.  The key to a successful customer service lies not in training your team to deal with irate calls or tough questions; it’s all about teaching them how to listen to your customers’ wants and needs.

It’s an evolving process.