Do’s & Don’ts of Outsourcing Customer Support

Outsourcing 2022

You know the old saying, “an ounce of prevention is better than a pound of cure”? It still applies these days and none more so in the field of outsourcing. And while trial and error is a necessary part of business, it’s better to learn from the mistakes of others instead of racking up extraneous costs.

Price vs. Quality of Outsourcing Customer Support

The age-old debate of price versus value is one that can get nitpicky, but here’s some quick rules of thumb to guide you when it comes to outsourcing from a contact center for customer support.

Don’t go for the bottom-of-the-barrel cheapest option. An overly cheap deal is going to cost you something else down the line because there’s no such thing as a free lunch. More than that, customer service that’s poorly done can be actively detrimental to customer satisfaction, experience, and loyalty.

Work with an outsourcing company with experience in the field that your company operates in whether it’s in the transportation business or in e-commerce. It’s also important to check if the outsourcing company has invested in the right infrastructure to enable agents to perform their best and comply with regulations.

A good example of this is how Pac-Biz has invested in high quality training, quality assurance and control, and account managers to perfectly tailor the service to the client’s needs. A lot of training time and trial and error is saved with professional outsourcing by Pac-Biz.

Trust & Ethics in Customer Support Outsourcing

Getting to know the company you’re dealing with is similar to how you choose who to hire in your company. It takes a moment to consider and can save you from a world of hurt.

Don’t work with shady companies that do not match your core values. If your business is reliant on brand reputation, then unethical service providers can undermine your brand with their harsh working environments and unfavorable treatment of employees.

Partner with outsourcing companies that have core values that align with yours. Ethical outsourcing can be done.

The core values of Pac-Biz are Compassion, Family, Respect, Teamwork, Personal Growth, and Professionalism, serving both clients and workers. Pac-Biz company culture supports individual growth, and the way that agents are valued and treated with respect gains dividends to quality and productivity for clients.

Data & Accountability with Outsourced Customer Support

One of the main ways to separate the snake oil salesmen from the performers is cold hard data.

Don’t engage with companies that do not back up claims with data.

Work with outsourcing companies that provide data on relevant metrics to your business. You’ll feel in better control of your operations with the peace of mind of clarity because of what the data clarifies.

A great example is how Pac-Biz collects data on every call and showcases past performance and success as well as tracks trends and identifies areas for improvement.

The Pac-Biz Advantage

The bottom line to get a better bottom line is to get a trustworthy provider since trust can smoothen transactions and save costs from business emergencies or unexpected market conditions.

Pac-Biz prides itself on its close relationship with clients by assigning account managers ensuring that client standards and wishes are complied with.

Pac-Biz CEO Eric Mulvin places all his attention and energy with clients and bettering the outsourcing business. Pac-Biz serves companies in the US, UK, Canada, and Australia and has improved operations and profitability whether in taxi dispatching, customer service, and more.

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

Let’s Get in Touch

Hi, I’m Eric Mulvin, founder and owner of Pac Biz, and we are happy to solve your company’s pain points in customer support. We have contact center agents ready to serve your needs.

I am free to go over the potential that exists with making your service company thrive through improved workflows and better management of support.

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