Latest News  

TELUS International Europe: Three considerations when outsourcing your voice-based customer support

When you think of contact center outsourcing, what's the first image that comes to mind? Chances are, it's one of those shiny stock photos of smiling agents talking on headset-style phones.

2017-03-13 22:28:17





Grégoire Vigroux
Marketing Director for Europe at TELUS International


That's because the contact center outsourcing industry started with a single channel alone: voice-based customer care, where you dial an 800 number and wait in a queue for a friendly customer service representative to pick up and assist you with your concern.

Of course, times have changed. The ubiquity of smart phones, smart watches and tablets enables customers to communicate with brands on the go, and across channels, including Facebook, Skype, Twitter and Instagram, among many others. Brands now maintain dedicated customer care programs in web chat, video chat, social media, self-service, email, text message and more.

Still, despite changing times, phone support stands to retain its title of lord of all channels for the foreseeable future, at least in North America. Though digital channels are growing and will likely overtake voice, a 2015 study by Dimension Data showed voice customer support comprising 65 percent of all contact center interactions.

The benefits of outsourcing



If you're reading this, you're no doubt aware of the potential benefits of outsourcing – from the obvious cost savings, to the less obvious benefits of working with an experienced vendor that may be able to help you innovate and strengthen your brand.

Before considering all the nuances required to successfully outsource your non-voice support channels, here are some of the fundamental considerations when outsourcing your voice-based support:

Consideration #1 – Location, location, location (and its implications)



For outsourcing voice-based support, location is a critical factor. First of all, can you meet customer needs from a given time zone where a potential partner operates? Does your partner's support team speak the correct languages to serve your customers, particularly if your customers speak a variety of languages?

Even more importantly, is the local culture consistent with both your company culture, as well as your customers' culture? Some programs may require such a cultural affinity that onshoring is the only option. Will your customers object to talking to an agent with an accent, for example? If so, onshore is probably your best bet.

Other programs can be served by agents in nearshore locations like Guatemala and El Salvador, where minor accents are common, but where cultural affinity with the United States is very strong (El Salvador even uses the U.S. dollar).

Though quite removed geographically from North America, the Philippines is among the most westernized of all Asian countries. Labor costs are low, especially for a highly skilled workforce that is more than 90 percent proficient with American English, with minimal accent, according to Cushman and Wakefield's 2015 BPO and shared services location index.

Consideration #2 –The culture factor



When assessing outsourcing partners, once you've determined a partner can meet your program's technical needs, corporate culture becomes king. Finding the right fit is a blend of the right industry expertise and referenceable client experience, but it's also about simple chemistry. Do you and your potential partner look at your brand the same way? Do they value what you value? Do you approach hiring and training in the same way? Do you agree on what an ideal agent profile for your account should look like?

One method of judging cultural alignment that can be especially telling: Do you agree on what KPIs you should measure to determine a program's success? Instead of measuring Average Handle Time, which can encourage agents to rush a customer solution and drive up repeat calls, many top brands prefer to measure First Contact Resolution instead. Ask lots of questions, and you'll slowly get a feel for the culture of your potential outsourcing partner. Of course, the best way to experience a contact center culture is to visit and see it for yourself. In advance of an in-person visit, take the time to view any target="_blank">video tours the company may have produced.

Consideration #3 –Integration of voice support with other channels



Making all your channels work together as a unit is imperative for improving and maintaining a great customer experience. Having a true omnichannel platform (preferably one that is cloud-based and scalable) enables agents to understand all of the interactions that may have led up to a given customer touch point.

Working with a partner that can provide an omnichannel technology solution doesn't just enable you to personalize your interactions with customers. Through sophisticated data analysis, it also gives you greater visibility into the set of experiences that caused them to reach out in the first place. Has the customer already reached out via social media? Did they experience a long and frustrating chat session? These are the kinds of insights an omnichannel solution empowers you to glean – before the agent even picks up the phone to answer a call.

Even if omnichannel is a goal for down the road, it's important to pursue relationships with outsourcers that can address your current and future technology needs. Because after everything is said and done, there is no special manual or magic wand to create a perfect outsourcing relationship. But with a few tips and the right strategy, you can consistently delight your customers.
E-Book: Outsourcing Best Practices: What to consider when launching your customer support channels. Download PDF

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Accace Romania − BPO digitization activities and 30 per cent increase in revenues in 2016

Accace, one of the leading outsourcing and consultancy services providers in Central and Eastern Europe, recorded a 30 per cent increase in turnover on the Romanian market in 2016.

 Read Full article »
Horatiu Cocheci and Nicoleta Dumitru join People's Advisory Services of EY Romania

Horatiu Cocheci and Nicoleta Dumitru, consultants with experience in human capital, join People's Advisory Services of EY Romania as Director and Senior Manager, a company release says.

 Read Full article »
Bittnet Systems plans merger with Gecad Net

IT&C solutions provider Bittnet Systems announced it plans to merge with Gecad Net with the goal to consolidate its position within multicloud area, according to representatives of Bittnet Systems.

 Read Full article »
Dedeman to implement Sap solutions for more efficient internal communication and employee management

Local retailer Dedeman will use SAP SucessFactors solution in order to get its recruiting, internal communication and training programs to a more efficient scale. The program will be used to manager over 9.000

 Read Full article »
EY: Global mining and metals sector faces digital disconnect

According to latest report of EY regarding the digital transformation in mining and metal sector globally, 15 percent of survey respondents say digital isn't on the agenda in their organization.

 Read Full article »
ABSL presents the 3rd edition of Iasi Business Mixer on 25th of April

The Association of Business Service Leaders in Romania (ABSL Romania), the organization that represents the local business services sector, will host the 3rd edition of the most important event dedicated to the

 Read Full article »
French energy operator Total opened support services center at Bucharest

Total, one of the largest major integrated oil and gas companies in the world, with activities in more than 130 countries and 98.000 employees opened a corporate support services center at Bucharest in March th

 Read Full article »
Accenture Report: Banks show confidence in cybersecurity but lack real-world testing

Many senior bank executives are confident about their cybersecurity strategy, yet a lack of comprehensive, practical testing is leaving gaps in their defense, according to a new report from Accenture.

 Read Full article »
Computaris reports positive 2016 results and outlook for 2017

Computaris International Ltd., specialized provider of software development and system integration services for software vendors and communication service providers, reports positive 2016 results and outlook

 Read Full article »
Stefanini plans 25 per cent growth of turnover in Romania this year to 45 million Euro

Brazilian global leader in IT outsourcing and software application development Stefanini looks at 25 per cent growth of turnover in Romania in 2017, to 45 million Euro, as stated by Marco Stefanini, the founder

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» Grégoire Vigroux appointed the new Vi...
» Capgemini to open new office at Suceav...
» ABSL organizes third edition of Iasi B...
» Exclusive OT print issue: Genpact may ...
» TELUS International Europe: Four quest...
» Oracle reaches 4,200 employees and pla...
» Manpower:Romania has world's third hig...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» SocGen's EBS division to grow 60%, exp...
» Romanian Online Support at Tech Giant ...
 
EDITOR CHOICE
Romanian Outsourcing Awards for Excellence designates the industry winners on May 11

Outsourcing Today, the integrated communication platform of the business services sector, presents the Third Edition of the annual Romanian

 Read Full article »
TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

 Read Full article »
Romanian Outsourcing Summit: Focus on the added-value of business shared services in Romania

This year's edition of Romanian Outsourcing Summit joined representatives of the government and top representatives of leading companies operating in the sector of business shared services and related industrie

 Read Full article »
Romanian Outsourcing Summit reaches its third edition

OUTSOURCING TODAY, the integrated communication platform of the business services sector, powered by The Diplomat Bucharest, presents the Third Edition of the ROMANIAN OUTSOURCING SUMMIT on March 23rd 2017, at

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events