Outsourcing contact centers has been a positive for many organizations. Unfortunately there are companies that have had unpleasant experiences with outsource firms and even pulled their customer contact service in-house. It’s understandable, particularly when customer experience is such a critical component of building a brand.
As a pioneer in the virtual contact center agency, we have come to realize there are certain traits that show a solutions provider can and will provide excellent customer service while also improving bottom line results. These four traits can be easily showcased and, while seemingly simple, have a strong impact on the success of the outsourcer.
- Strategic Recruiting / Onboarding / Retention process – talented agents have choices, and will reward organizations with loyalty IF they are part of a culture that rewards and appreciates them. That starts with a strategic recruiting process that aligns the agents with the best programs. Following that up with rewards, excellent working environments, and the freedom that virtual agents thrive on and you have a recipe for success.
- Educators with Great Training Design Experience – most outsource solution providers tout their training programs. However, not all are created equal. Training is only as effective as the ability to understand client products and services, customer needs and then compile those into training programs that meet the learning styles of the virtual agent. Because the training happens in an e-learning environment, it is critical to provide lessons that encompass different learning styles while locking in the learning through various interactions, such as puzzles, tests, and scenarios.
- Quality Monitoring that includes Coaching – Providing an agent with feedback is important, but more critical is to coach them to success. Letting an agent know quality scores will help them understand where they excel and what areas are in need of improvement. Following that up with coaching with actionable steps for improvement help the agent and the team.
- 360◦ Communication – one of the foundational elements for program success are meeting critical metrics. When those are continually met, a celebration is in order (remember that creating a culture of freedom also includes having a bit of fun). But when those metrics are not met, then it takes a village to ensure that they are improved and continue to rise to the point of excellence. This takes a great communication process that includes operations, training, quality, and recruiting. Most importantly, solid communication with the client is key so that appropriate solutions are put into place quickly for rapid results.
These four traits separate the quality virtual outsourcers from the rest of the pack. When your chosen solutions provider focuses on these areas, customer experiences are better and you can partner for success.