Outsourcing a service is not to be taken lightly. Such a project must go through several questions concerning your activity, your different procedures or even your internal organization. Aside from these structural questions, the development of a multichannel strategy is to be done in order to optimize the speed of services, particularly phone number library in terms of data circulation and processing of your customers.
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Can you outsource your business?
The first question is whether your outsourced customer service project is compatible with your field of activity. Whether you are in the private or public sector, outsourcing is available to both industries and service companies. However, some processes cannot be carried out by a service provider because their nature does not allow it. For example, operations requiring a very high level of expertise or professions that are subject to legal constraints such as notarial deeds cannot be outsourc.
What online assistance?
The second question answers the type of services allocat to the customer relationship that can be outsourc Inde, the latter contains several levels. In this sense, it requires different experts each with their own competence on the distinct stages of the online purchase. This leads you to determine whether outsourcing concerns assistance before or after the purchase or both.
For pre-purchase assistance, including possui perfis em redes sociais navigation, the service provider should emphasize the commercial dimension. In the case of post-purchase assistance, the interest is rather focused on customer loyalty and solving their problems regarding the use of the purchased product.
How many contacts?
The answer to this question will provide uab directory the solution to defining the economic model to apply to your outsourcing process. If the cost is bason the number of customers handl, it will have to be done upstream. If the cost is fix in relation to performance-basd processing, the number of contacts to be process will depend on the capabilities of each of the service provider’s advisors.
In general, the customer relationship strategy is establish bas on the customer’s behavior. This allows you to define in advance the number of contacts you wish to process and acquire.
Total or partial outsourcing?
There are several solutions available to you! You can ask your advisors to work on the contacts collected during the day and transfer those from the evening and weekend to outsourcing. You can also delegate the processing of low added value prospects to a service provider, and those with high added value requiring more acute expertise by yourself.
Furthermore, outsourcing may also be necessary to support its advisors during increases in activity (balance, seasonal activities, surplus requests, etc.)
Which channel to outsource on?
Currently, there are multiple customer relationship outsourcing channels . Thus, you must choose the best path adapted to your outsourcing. Between Click to Chat and Click to Call, you have the possibility to choose to process certain flows internally or to entrust them entirely to one or more service providers.
To better meet the needs of your customers, it is essential to offer them a smooth journey and guarantee them a process that standardizes and homogenizes the information transmitted on the different channels. In this sense, hype such as offering a discount on a product recently purchased by a customer on two channels (call and chat) can seriously harm your reputation.
