How to Transform Sales and Customer Service By Outsourcing - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Now that you have partnered with a call center company in the Philippines and are ready with your outsourced team, you can leverage this new team to improve your sales or customer service functions. Whether you are a large company or an SME (a small and medium-sized enterprise), you can benefit from a new team with upgraded skills and a new system.
Here’s what you can do to transform your functions with your outsourced team:
- It all begins with the voice of the customer.
Go through all the present and previous feedbacks you received from your customers. Additionally, you can get the results of your customer satisfaction surveys and ask your current employees what your customers are often saying.
- Refine, revise and then standardize your policies and procedures.
Based on what your customers want, plan the changes you are going to implement. Your new team is perfect for starting your new initiatives. Make sure to document everything and set goals and objectives.
- Constantly train, evaluate and re-train your new representatives.
One challenge you have to be prepared for is that not only are you executing new policies, you also have new representatives who are still in the process of mastering your products and services. Allow them a reasonable period of adjustment and help them succeed by equipping them with the information, resources, and skills they need.
- Offer incentives and bonuses.
To motivate your agents to perform above par, set up a rewards program for those who meet the target and goals, and celebrate your team’s achievements. Sanctions should also be enforced for those who cannot fulfill expectations, but this should be supported with coaching or retraining.
- Identify the top performers and ask them to share best practices.
Let other agents learn from the top performers. This is also a good way to acknowledge the contributions of those top performers to the team’s success and mark those who are ready for leadership positions.
- Create a Quality Assurance team that will focus on assessing your representatives and coaching.
Your QA team should be dedicated to monitoring the progress and work activities of your representatives. Choose individuals, preferably previous top performers, who are skilled in coaching and can help hone the skills of the team.
- Connect and communicate constantly with your team.
Build a connection with your representatives by letting them feel your presence. If you cannot physically be with them, have regular meetings with the management instead, or keep employees updated with what is going on in the company through email. Also, support team building activities that will help your team grow together and strengthen their bond.
Secure everyone’s trust and cooperation, and your sales and customer service solutions will be better than ever. With your vision and leadership, and a talented outsourced team from your call center company, your business is well on the way to growth and success.
Publish Date: June 16, 2016 5:00 AM
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Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
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