In this day and age of increased competition, catching and holding your customers’ attention is more important than ever. Since 70% of buying experiences are dependent on how your customer feels they’re being treated, investing in a quality customer service call center can boost the trust between your brand and your consumers, thereby increasing the odds they’ll stay loyal to you.
Unfortunately, it isn’t always possible to keep your own inbound marketing call center in-house; sometimes, the most affordable and efficient (or only) option is to outsource your customer call center. We’re going to discuss five risks you may encounter during this long-distance relationship and how to avoid them.
- Unclear expectations: Before you go obtaining a call center, be sure and certain of what goals you want to accomplish. This makes voicing your expectations to your new team much easier, and increases the odds that you will be successful in your endeavor. Try to avoid vague objectives like ‘make more money’ and instead set a tangible, measurable goal to share with your center.
- Lack of involvement: It is ridiculous to assume that your center will be able to run itself exactly the way you want it to from the very moment you agree to work together. If you aren’t involved in the training of the first generations, it’s likely you will never be on the same page. Don’t be afraid to participate actively in the implementation of projects, especially at the beginning, and always remember that your outsourced team is still your team.
- Over management: On the opposite end of the spectrum, getting too involved can be just as harmful. You should be able to trust your partners, and believe that they have the knowledge and experience necessary to do their jobs in the best way possible. Empowering your partner is just as important as working with them.
Considering the importance of inbound marketing and outbound sales call centers, most business — especially startups — cannot afford to lose their assets due to a lack of communication, or an excess of misunderstandings. If you’re aware of the relationship your company has with its outsourced call center, you can avoid the costs and hardships associated with the above problems.