In the ecommerce world, outsourcing sometimes comes across as a negative word – there is a feeling that, by letting go of some control, you will lose the trust you have built with your customers. It can be a scary thought to let someone else handle your customer interactions, but if you choose the right partner, you can gain significantly through cost efficiencies, a greater ability to focus on marketing and growth, and even through expanded service offerings. What you need to make that happen is a partner that treats your customer as one of their own.
Solid Training and Visibility
Thorough training lays the groundwork for a successful outsourced contact center partnership. When your partner and their agents fully understand your brand message, as well as the nuances of your market, they will be able to serve your customers better. An overall understanding of what your brand stands for and who you are targeting is required, as well as knowing what your business and marketing strategies are. Agents also need to have access to order fulfillment information, such as available inventory levels and shipment data, as well as marketing information such as current discounts and promotions.
Heavily-scripted calls may sound like a good idea, but in reality, they can put people off. While a branded greeting or a unique sign-off phrase is fun and brand-friendly, an agent who sounds like she has memorized lines will come off as disinterested – and even a little inexperienced. This is where all that training comes in handy because when your contact center agent sounds like she knows what she’s talking about, the experience will feel seamless to the customer. Keep the tone conversational and interactive, and make sure that the agents have all the data they need easily accessible, and you won’t need to script your calls.
Brands come to life through human interaction in the contact center, so this area of your business is where your brand has a chance to make a lasting impression. So train well, utilize good software and visibility tools in the contact center, and keep managers and supervisors ‘in the know’ with other departments so that they can disseminate pertinent information to their teams.