How do you mitigate risks when outsourcing customer service?

1 Choose the right partner

The first and most important step is to choose an outsourcing partner that matches your needs, values, and expectations. Do some research on their reputation, track record, and feedback from previous clients. Ask them about their hiring, training, and retention policies, as well as their quality assurance and performance metrics. Make sure they have the necessary skills, tools, and technology to handle your customer service channels, processes, and standards. Also, look for a partner that has experience and expertise in your industry, niche, or market.

2 Communicate clearly and frequently

Communication is key to building a successful relationship with your outsourcing partner. You need to communicate your goals, expectations, and feedback clearly and frequently. Establish regular meetings, reports, and reviews to monitor progress, identify issues, and resolve problems. Use clear and consistent guidelines, protocols, and scripts to ensure that your outsourcing partner follows your brand voice, tone, and values. Provide them with adequate information, resources, and support to handle customer inquiries, complaints, and requests effectively.

3 Align your culture and values

Another risk of outsourcing customer service is losing your brand identity and culture. You want your customers to feel that they are talking to someone who understands and represents your business, not a generic or distant agent. To avoid this, you need to align your culture and values with your outsourcing partner. Share your mission, vision, and values with them and make sure they align with theirs. Train them on your brand personality, style, and guidelines. Encourage them to adopt your culture and values in their interactions with customers.