In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else is just getting started. Unless you want to throw your outsourcer in at the deep end (hint: really bad idea), then you need to turn your attention to agent training and contact center knowledge transfer.
Click here to get your copy of What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide.
Your company and its brand are unique. It can be intimidating to hand over customer care to a third-party when deciding to outsource, but you can turn that around by making sure your outsourced partner assimilates to your brand. You have a vision for the work you do, and now is the time to share it. Help new agents understand the mission and goals of their work, including both big picture goals and daily performance indicators, to ensure it will reflect in their performance. From the crafting of your RFP to the Statement of Work you develop with your new partner, your brand, your culture, your company’s voice, values, and vision must be clearly communicated.
Sometimes we don’t know what we don’t know – and it is possible that gaps will only be discovered when something goes wrong. You can mitigate against this risk. When protocols are too loosely defined, knowledge transfer can easily get lost in translation, leaving agents confused and faced with a wide array of possible customer service outcomes. In rapid growth scenarios or first time outsourcing scenarios, it pays to ensure that you prioritize the development of current, accurate work instructions. Step-by-step procedures and clearly defined rules are valuable assets in establishing a successful contact center. This is especially true when processes are changed or added at any point in the project; keep your agents in the loop and be sure to keep all lines of communication wide open.
Teams share information. People teach each other the best, shortest, most effective ways to do things. Processes change on the fly and people get up to speed in whatever way they can. This is how inherent knowledge becomes part of your program. And this team knowledge is often undocumented. The transfer often happens peer-to-peer and eventually “everybody just knows.” This may include nuances in certain processes, especially in uncommon call scenarios or perhaps shifts in priorities when calls hit peak volume. This can also happen when there are frequent policy changes that affect customer service. You’re going to need a robust documentation process and change management protocol to move this inherent knowledge from one team to another – whether you are outsourcing for the first time or moving your program to a new strategic partner. You must be diligent is assessing and identifying these information gaps in order to strengthen the process of contact center knowledge transfer.
The best possible thing you can do to ensure successful knowledge transfer in your contact center is to get a subject matter expert from your company on-site at your outsourced partner to deliver hands-on training – at least in the burn-in phase of a new program. Although the best contact centers will have highly skilled training programs and trainers, mentoring “from the horse’s mouth” will be especially valuable. Additionally, depending on the product or service your company offers, allow agents to get hands-on product experience. This will help them better understand and empathize with customers who call with questions and frustrations. For example, when working with a major automotive client, each year when new models were introduced our client would bring cars on site and our agents would have a chance to get in the cars and explore the vehicles and new features.
Your relationship with your contact center partner should be founded on, and grounded in, a strong governance model. Out of the gate, from the award of contract, you also need a robust implementation plan that will help both of you successfully transition your program and identify any areas where knowledge transfer may have been unsuccessful. These are the two most important components to set yourself up for long-term success in the new strategic partnership – good governance and a successful transition. Your program should continually evolve – and how you manage knowledge transfer between your team and your partner’s team will be an important piece of that evolution.
Training customer service agents is an art and science, and contact center knowledge transfer is the link that holds it all together. Strong documentation, hands-on training, clearly defined processes, and communication are all part of a successful training program to ensure a smooth transfer from in-house to outsourced contact center.
Looking for more insight on agent training? Grab your copy of What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide today!
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Publish Date: September 25, 2017 5:00 AM
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800
Stay in contact quickly and easily with your international offices through Megacall.
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Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
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Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
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