The Importance of Work Culture in Outsourced Contact Center Services

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.