Any
successful company, when it decides to have a look at the reasons behind its
success, the work culture it has maintained over the years comes at the top of
the list. But of late, due to bad outsourcing decisions, many companies are unable
to either maintain their cultural integrity or project themselves in the best light
to their customers. Especially when it comes to customer-facing contact center services,
a misalignment with your outsourcing partner can be critical. Even a small
deviation from the norm can come back to haunt you in the long run.
An Example
Suppose your
whole business is based upon the quality of your product. Your in-house team
goes to great lengths to maintain its quality, fine-tuning every element before
its launch and performing after-launch testing to evaluate the performance of
the product in actual real-world use cases. Even your promotional campaigns are
centered on the quality of the product. However, your outsourcing vendor
is not sensitive towards your requirements. It does not understand that the
whole business model will come crashing down if it fails to project the right
image.
You need to
understand that there are many businesses out there, which are happy doing the
bare minimum for their customers, if it helps them get the job done. So, when a
fault is found and a customer complaints, the agents who are not aligned with
your work culture, may not follow the protocols with due diligence. They might
treat your customers just like any other customers of any other client. So,
instead of replacing a product that is faulty, they might try to defend it
without reasons: citing irrelevant company policies and thinking in their mind
that they are doing good work for your business.
Project Your Real Work Culture by Outsourcing Contact Center to the Right Partner
The
above-mentioned example is part and parcel of bad outsourcing decisions. And,
these decisions can come back to haunt you…and in a bad way. Therefore, you
should always make your contact center
outsourcing decision with great care. Below are some steps to follow
for making the right selection:
1. Look at the past record of the company – If the outsourcing contact
center has delivered multiple projects for different clients that operate
in different industries successfully, then you should sign the contract as soon
as possible. Versatility of outsourcing
contact centres speaks volumes about its ability to adapt to different work
cultures. Hence, you should always look at their past records by accessing
social media and other web platforms, and only then take the plunge of
outsourcing your operations.
2. Oversee training sessions – An agent, no matter how experienced he is,
begins from the scratch when he starts providing contact
center services for a new process. Therefore, training becomes
extremely important for shaping the talent and inculcating the cultural values
apart from the quintessential process knowledge. So, it definitely makes good
sense to oversee training sessions and talk to the trainers about your vision
and tell them what you expect from the soon-to-be agents for your process.
By performing the two steps mentioned above, you
give yourself the best chance of recruiting the right vendor for your operations.
Vcare is an experienced vendor of contact
center services and takes the vision of its clients very seriously. Also,
it offers its services at competitive rates, which makes it a reliable and
lucrative outsourcing option for your business.
