Outsourcing Customer Care: 3 Things to Look for in a Company

Customer Care is one of the most important aspects of your business. In fact, regardless of size, it can make or break your company no matter how well known it is. So, when choosing a company to outsource to, you need to ensure your loyal customer base is well taken care of. Here are three traits to look for in the company you choose:  

1. Scalability 

As your company grows, you’ll need a customer care center that can grow with you. And we aren’t just talking about as a whole – we’re talking about peak season growth when your orders are highest or when one of your products are trending and you need to answer questions and order statuses at 3am. Choose a company who has the bandwidth to grow with you, even when it isn’t permanent.  Companies that have multiple locations and are actively opening new ones are good places to start. For instance, Radial just opened its newest customer care location in Iloilo, Philippines to better serve their client’s needs and ensure maximum coverage. You’ll also want to take note of how often the company is hiring. While not always a direct correlation, it’s a good indicator of their capacity.  

2. Flexibility and Adaptability 

When the world seemingly stopped a couple of months ago, and quarantine was mandated, people were still making purchases online and still needed customer support. Companies who were able to quickly adapt were the ones that came out ahead. Since no one knows what the future will bring, it’s important to be prepared for any outcome. Ask yourself these questions when evaluating the adaptability and flexibility of an outsourced customer care center: Do they have dedicated agents that work at home? How is their virtual desk infrastructure (VDI) set up and managed? Are they PCI compliant? Do they have a contingency plan in place? The answers to these should help in your decision.  

3. Professionalism and Brand Agents 

The hallmarks of a great customer service agent are their ability to handle negativity with grace and being able to empathize with that customer. It takes the right training to calmly talk an angry customer down, while still staying true to your brand. Look for customer service companies that prioritize training for professionalism and brand agency. Brand agents are taught how to recognize what a customer is feeling, what they’re going through and where they are coming from. They also are intimately familiar with your brand message, your mission, and your customer demographics. Ask how agents are trained to get a clear idea of performance.  

While there are many factors that go into choosing an outsourced customer care center, these three will give you a better understanding of how your clients will be treated.