On a daily basis, you, as a business owner, have to ensure your business runs smoothly, your staff are happy and your customers are happy (which is arguably the most important part of running a business).
One way to ensure your business still runs efficiently is to look into call centre outsourcing in Cape Town or surrounds.
By choosing to outsource your call centres, you will save yourself time, money, and effort by ensuring a professional company is handling your affairs.
These outsourcing call centres also have staff that are professionally trained in dealing with customers in a friendly and polite manner.
Many of the call centres in Cape Town and surrounds have worked with large companies, which means the work you’ll receive is of the highest quality.
If you would like to outsource your call centre in South Africa you can follow some handy tips as outlined below:
1. Define your project clearly
One of the very first steps you should take when looking into outsourcing your customer service is to define your project scope and scale clearly with the outsourcing team. This means you will need to provide a target driven outline of what you would like to achieve with the project and the outsourced company’s role in this project.
Service providers need a clear project outline in order to provide you with an accurate quote and timeline for the project. You will need to be very specific about the deliverables that you expect from the outsourced call centre so that their team is able to provide you with exactly what you need.
Ensure that you are realistic with your project schedules and deadlines too, as this can have a significant impact on project costs.
2. Establish your brand voice across the board
Now, you might not think that a contact centre can have an impact on how customers see your brand, but the fact of the matter is that consumers want a brand to be consistent across the board. And this means that your brand voice needs to be the same from your call centre as it is from your social media.
You will need to create a set of brand guidelines for the call centre to follow so that they deliver the same message to your consumers as they are receiving from your other platforms.
You should set up hypothetical settings for them to practice with, such as if a customer has a query for management, and educate them on how this call should be answered. An effective method to solve this is to have a set of scripted answer for them to read for any given situation.
3. Ensure easy communication
Communicating with your chosen outsourced call centre is vital to the success of the relationship. You will need to invest in communication tools such as Skype, Google Hangouts, or WhatsApp to ensure smooth and hassle-free communication between yourself and the call centre.
The company will likely have their own tools they use so be sure to ask about these too.
Having an easy method of communicating will ensure that any queries from your side or from the side of the outsourcing company can be answered quickly, easily, and in a timely manner.
Email might seem like the most efficient vessel for this but it is a fact that people are not checking their emails on an hourly basis, so be sure to look at alternative or complementary methods for urgent queries.
4. Have a written contract
Now, this might seem a little obvious, but it is vital to have a written contract for yourself and the call centre. This contract should stipulate all of the deliverables that you expect from them as well as any details from their side. You should also clearly define the project timeline in this contract so that everything is laid out correctly.
This contract should be signed by both parties and updated regularly based on the changes in the project and if you need any more of their services.
You should also ask for all communication to take place in writing as well as verbally so that you have a clear record of your interactions with them. This will ensure that any mistakes that take place can easily be rectified following a chain of communication and information.
Outsourcing your customer support is one effective way to ensure that your business runs smoothly and that you do not become too stressed or overwhelmed.
You will need to define your project clearly before choosing a service provider and be sure to establish your brand voice across the board. And ensuring easy communication between yourself and the outsourcing company is vital to the success of the operation.