Many businesses use customer care outsourcing as a way to maximize the value derived from customer support and to optimize investments, so all aspects of customer success need to be handled carefully.
While outsourcing can deliver real value, doing it successfully requires detailed planning and careful execution.
At GlowTouch, we’ve helped clients worldwide navigate this process countless times in the past 15 years.
With that in mind, we’ve developed a checklist that will help you understand the requirements of outsourced support.
Will you have multiple outsourced customer support partners who need to be integrated?
Will there be any seasonal volume fluctuations in volume?
When you outsource customer care, you are hiring a specialized team to help you achieve your goals.
At the same time, you must stay on top of the team to get the desired results.
If you don’t take charge and manage the team, you will likely not see the results you expect.
Review and manage to the daily, weekly, and monthly metric reports and dashboards.
Work with your customer support outsourcer to adjust the program as needed.
A good SOW will enable adjustments.
