Now, how about we jump straight in? Imagine the ecommerce market is a busy, crowded city. Customers are milling, stalls overflow with goods and deals, and air is filled with promises. The problem is that there is one. You’re customer service feels like a sleepy village hall. It is understaffed and slow. Keep reading to find out more about outsource ecommerce call center.
The idea of renting out a call center is a great way to go. Consider it hiring a group of highly-efficient towncriers, who understand your niche. These people are not simply shouting out loud; they engage with your clients on a more personal level to make sure that everybody leaves satisfied and spreads the word.
What if I wanted to train up my own group of Town Criers? Although you can, it’s expensive. Find them, then train them and pay for their salary (that’s a lot of money). Then you have to pay for their salary, which is a hefty sum.
Outsourcing? Outsourcing? It’s like hiring an existing traveling group of musicians who are already familiar with all the music. It’s like hiring a traveling minstrel band that knows all the tunes. Since they don’t have to be in one spot, they can sing for your customers all day long.
This is where things get tricky: you can’t let anyone else represent your brand. As if you were giving your beloved guitar to a complete stranger, you’d want to be sure that they will treat it properly and use it to its full potential.
This is not a simple matter of picking the smallest person. It’s important to do your research and ask others for recommendations. You can even watch a performance or two before making a decision. Find those willing to join your team and not only be hired as help.
And let’s not forget about making sure everyone’s singing from the same song sheet–technology-wise, that is. So that notes don’t go out of key, your systems must be in harmony with those on the other side. One missed note or flat tone could leave a customer less than satisfied.
Why all the fuss? Why not stick with your current setup? It’s because in a time when every customer is able to be an online critic, and you can’t afford to deliver anything less than stellar services.
When you decide to outsource, the goal isn’t to save money. Rather, it’s to maximize what you can do by delegating tasks. Every customer request is handled individually, instead of being lost amongst a sea of other queries.
The success of your outsourcing plan will depend on whether you have a good understanding of your customer base and how trusting you are to let another team play on your behalf.