Your outsourced support teams don’t have to be the black sheep of the family.
Outsourced teams don’t have to be the embarrassing relative you usher upstairs whenever you have guests.
There’s often stigma attached to outsourcing. People see it as choosing to cut costs instead of being dedicated to quality.
That doesn’t have to be the case, and when done right your outsourced support team can be as good as any in-house team you yourself put together.
With the right approach to outsourcing you can cut costs and hire a competent team.
How do you do that?
Align your company’s goals and values with the outsource team.
This is one of the most critical things you have to do if you want your outsource team to be successful.
Many companies become complacent because they don’t have to do the hiring and training. One common mistake is expecting that the outsource team will automatically know how you want to reply or automatically carry the standards that you do.
You’re looking for a competent support team, and not a bunch of mind readers.
What’s your company’s motto? It’s vision? Make sure that the outsource support team understands it as well as anyone inside your company. Make sure your team understands the role that they play in the success or failure of the company.
Set a standard for hiring
Truth is, not everyone is suited to be on support teams. There are some with personalities and traits that make them perfect for helping people on a daily basis.
What traits do you want the people in your outsourced support teams to have? Do you value conscientiousness over spontaneity? Is finding agents who score high on empathy on your to-do list?
Ditch the generic tests and give a little more attention to the standards you’ll give the people hiring your support team. Give them the right kind of filter, so you can find the right kind of people.
This (as opposed to trying to save time by settling for “okay” operators) will save you time and resources in the long run.
Set clear expectations/KPI’s
Of course we all want quality customer support, but to get there, we’re going to have to be a little more concrete about what “quality customer support” means for your company.
What metrics do you pay attention to? What does successful customer support look like to you?
Communicate these to your outsource team and give them KPI’s to guide them along the way. An arrow only takes flight when it has a target.
Share your passion
Passionate people will change the world.
Work closely with the outsourced team in training your new hires.
Make sure that your new team knows about your product, and encourage them to be as passionate as you are for taking care of your customers.
Even with the most competent agents in your outsource support teams, they can only stay so long without passion for what they’re doing.
Passionate customer support agents will not only get the job done, but go the extra mile to turn each and every one of your customers into dedicated evangelists of your brand.
- What In-App Support Can Do For Mobile Games - October 7, 2015
- Covey’s 90-10 Principle and Outsource Support - September 11, 2015
- Video Game Support Hotseat: A-Steroids - September 1, 2015
- Game Dev Timeline: In-house to Outsourced Support for Games - August 19, 2015
- The Naked Truth About Outsource Support Teams - August 19, 2015
- A Game Dev’s Guide: Customer Support Channels in Asia - August 12, 2015
- 6 Traits That Separate Good and Bad Outsourced Support Supervisors - August 11, 2015
- If Email Support Replies Were People - August 4, 2015
- Social Media Sites Used By Top Mobile Games - July 10, 2015
- Outsource Support Teams Don’t Have To Be Black Sheep - July 10, 2015