How to Deliver Excellent Inbound Customer Service in 3 Steps
Inbound customer service is one important part of a growing business. With more customers coming in, the business should be able to accommodate the increasing queries.
Outsource Inbound Customer Service
Small businesses may be overwhelmed by the influx of requests and questions from new customers. In order to keep up, one viable choice is outsourcing inbound customer service. Even larger businesses can save money by outsourcing rather than hiring in-house.
Searching for talents to handle customer service will take more effort and manpower. Such resources can be used for more pressing issues and core functionalities in the company.
Outsourcing is one sure way of gaining quality customer service without breaking the bank. What’s better is that the outsourced help can also lead to doing more than one account at a time.
Businesses can also have dedicated customer service representatives for special accounts. Paperworks are also lessened since they are directly hired by the outsourcing company, and not the client themselves.
For expenses, outsourcing is also relatively cheaper. This gives the business owner the option of hiring more remote staff for their customer service needs. Hiring more outsourced help will be less expensive than hiring in-house teams.
Workspace is also saved since most outsourced teams work remotely. This way, more can be hired without the need to cram all of them inside a small office.
One of the most common concerns is communication. Outsourced teams are trained to consistently communicate with clients to provide reports. Good outsourcing companies have policies and protocols in place to assure the clients that proper work is being done.
Properly Train Inbound Customer Service
Training will always be crucial for any industry and customer service is not an exception. Whenever representatives and support agents are onboarded, their training should be a top priority.
Specialized training should also be given for agents that will handle bigger accounts. If the team is larger than usual, more focused training should be given to each individual.
Clients could also have different guidelines which need to be disseminated to the inbound customer service teams. The approach for both in-house and outsourced teams should still be similar. However, extra attention should be given to the latter since most of the teams will work remotely.
Even during training, the teams should be monitored closely. This is to ensure that they understand the guidelines and key performance indicators that they need to watch in order to succeed.
Team leaders should start right away and be familiar with the new team members. If the team is outsourced, proper channels of communication should be set up.
Training should also be consistent, but not tiring. Having teams burned out early on could be demoralizing for everyone. Productivity can be lessened and quality of work may suffer in the long run. Team leaders should note that their training can still be short provided that it is productive and efficient.
Monitor Performance Regularly
One of the first things that should be set for inbound customer service teams are goals and key performance indicators. It should be made clear for the teams what they need to achieve or maintain throughout the week, month, or quarter.
In-house teams are easier to manage since they will be physically present. For outsourced customer service teams however, leaders should set weekly or even daily meetings to discuss performance concerns.
Reports should also be given regularly by both outsourced and in-house teams. These reports should be monitored regularly by team leaders or the business owners themselves. Records of the calls or emails can also be tracked or live observances can be made.
Evaluations should also be conducted properly. If there is a problem with the performance, constructive comments should be given. Awards should also be given as well to outstanding performers to keep the morale up.
Additional work or load can also be given to teams that are doing well. Those who are not performing well enough can be given more training or less load. Outsourced teams are supposedly guaranteed to have enough experience and talent in inbound customer service before they are sent out to clients.
Whether hiring in-house or outsourced teams, performance should always be evaluated regularly. Goals can then be adjusted accordingly.