When looking to outsource your customer service, how do you maintain customer trust and confidence? It’s an important question. It is one you should be asking at your organization, and of any call center you are considering for service. Below are some easily implemented guidelines to help you outsource your customer service requirements, without sacrificing control and company culture:

There are many techniques and tools that a quality call center can use to give personalized service that reflects your organization’s unique voice. Scripting is one of the most obvious solutions to this concern. With customized scripting, you decide the exact language used when incoming or outgoing messages and calls are made, or received. This may vary across the client touchpoints and media platforms you use. Do you want agents to be formal when talking with customers by phone or email, but more casual when answering questions on your social platforms? Are there important words or phrases in your industry that agents need to understand and relay to customers? Take some time with your team to identify terminology that needs to be used in your scripting. The more information you give your call center, the better they can work as an extension of your business. The more insight you can provide to your call center about your industry, the better they can tailor and personalize their service to meet your account needs. At WESP Communications, LLC, our goal is for customers not to know whether they are speaking with an agent or your office staff!

Once you have decided on your unique language, you can start to incorporate it into call center agents’ training. A great call center solutions company will want as much information about your business as possible. The problem is, many organizations don’t know what is important for call center agents to know. If you have an employee handbook, important policies, or other literature that you give to customers and clients, share it with your call center point-of-contact. The more they know about your company, the better they can train their staff to serve your customers. When you are considering outsourcing, whether it is for a whole department, only overflow calls, or after-hours support, get with your team to decide on what information your potential call center needs to know about your organization. What makes your company culture unique? What positive aspects of your business do you need your call center to maintain? What problems do you need them to solve? Answering these questions may help identify some of the training guidelines your call center needs to adhere to. The more we can incorporate your values and mission into our agent training, the better we can provide the level of service and support you expect and deserve. At WESP Communications, LLC, we strive to build long-term relationships with our clients by immersing our staff with the knowledge and pride that you would expect from your own team!

Want to learn more about creating a customized plan for your business? Contact us today to see how we can best support you, your staff, and your customers!