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Essential Management Tips for Outsourced Customer Service - Globalteleforce - ContactCenterWorld.com Blog

Essential Management Tips for Outsourced Customer Service

An outsourced team is a part of the business' internal team but is in another location, most often overseas. And hiring an offshore team means that the management is entrusting a part of the business to people working in a faraway place. It is normal to be anxious to hire a team from an outsourcing company since there are major adjustments to be made, such as cultural differences, time zone, and distance.

Customer service is a key element to have a great business and consistent customer loyalty. Oftentimes, businesses hire outsourced customer service with the reason of costing. Establishing a strong relationship with the outsourced team is essential and here are tips how to achieve that harmonious relationship with them along with teamwork and success.

1. Conduct regular feedback sessions

An open communication helps establish a relationship between colleagues and bosses. It is encouraged to conduct regular sessions of feedbacks, whether it is one-on-one or by team. These sessions can be scheduled depending on the company’s timeline or calendar of activities. Conducting feedback sessions are important since this will determine the areas where the team excels and lacks in.

2. Give goodies and giveaways

Who will not smile by receiving free stuff from the office? Giving some freebies will definitely go a long way and proof that the managements love the employees. Even though other teammates are from an outsourcing company, they also carry the company name with pride. Give them company T-shirts or jackets or food such as pizza and donuts, these little things will definitely be appreciated.

3. Open access to communication

Communication is essential in order to promote teamwork and get things done efficiently. Provide open access to communication so employees can express their sentiments and easily pitch ideas such as tip number 1. Scheduling feedback sessions, either one on one or by groups, can be a good idea to promote open communication. This will make employees comfortable to express themselves and their views and will give the employer the opportunity to say their feedback regarding the employee's performance.

4. Recognise talent

Always remember that the outsourced team is still part of your team even though they are provided by another company. Make them belong with the team and recognise their efforts to make the business grow. Let them have the chance to pitch in their ideas and suggestions during brainstorming sessions. Also, do not let the word 'outsourced' stop you from recognising and promoting them. Outsourced individuals also need recognition to grow so empower them the best you can.

Yes, outsourced individuals can be really far from the employer but can do the job very well. Employers should know how to empower, give advice, and promote them so that they have the chance to grow and do the job more efficiently.

Contact centre outsourcing often has many clients because customer service is a priority of a company. The mentioned tips above can help empower outsourced employees not only from contact centre outsourcing, but also other outsourcing companies.

Source: http://globalteleforce.com/blog/essential-management-tips-for-outsourced-customer-service

Publish Date: January 16, 2017 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
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Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

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L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

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The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



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