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What To Do When Your Outsourced Customer Service Isn’t Working

Long ago, you might have decided that you wanted to outsource your customer service.

However, you might have rushed into making the decision to outsource or might not have gone about the process or outsourcing correctly. 

Whatever the case, if you’re finding that your customer service isn’t operating as it should. If you’re concerned that outsourcing is the cause, here are some steps you can take when you need to spruce it up and ensure that your clients can start to become happier and more satisfied after they’ve contacted your brand. 

Key Takeaways

  • Outsourcing customer service is a practical strategy for many businesses, but it's crucial to maintain quality. If your outsourced customer service isn't working effectively, it's time to reevaluate and take necessary action.
  • Communication is key. Ensure that your outsourced team understands your brand's values and customer expectations to provide consistent service.
  • Implement quality assurance measures, like regular audits and customer surveys, to monitor service quality and identify areas of improvement.
  • Consider investing in training programs for your outsourced staff. This can enhance their skills and improve their understanding of your products or services.
  • If problems persist despite your efforts, it might be time to switch to a different outsourcing firm. Carefully evaluate potential partners based on their expertise, reputation, and alignment with your brand.

What are the signs it isn’t working?

You need to be aware of many signs that will tell you when your customer service strategy isn’t working as it should. 

  • When your customer service plan isn't working correctly, you’ll likely get far more complaints than you previously did or your competitors. These complaints might go further within the company before they’re settled. This is because the people dealing with the initial problem aren’t able to solve it quickly or effectively enough, so it continues to be passed through different hands until it reaches someone who can sort it. 

However, if you leave complaints unresolved or force your customers to go through a lengthy process to resolve them, you might find that your clients aren’t keen to return to your brand. 

  • You might also see that your customers are posting more negative reviews about your venture online and that you don’t know about the problem or occasion they’re discussing. This could indicate that your customer service is getting out of control and that you must intervene before this wreaks havoc on your reputation. 
  • You might also notice that your customer service isn’t working well if you’re finding it challenging to communicate with the service you have chosen to outsource. This might mean that they are giving incorrect information to your clients or that they do not know what is happening within your company. 

This can mean that you are not working together or on the same page, which could mean that your interactions with customers could be more coherent throughout your company. 

  • You might also establish that your customer service is poorer than it should be if you are struggling to reach your goals after having aimed for them for a long time. This might mean that a problem prevents you from achieving your targets and that you either need to scale back your goals or reassess the customer service strategies being used within your company. 

Why might it be unsuccessful? 

If you believe your outsourced customer service is not going as well as it should be, do not panic. Instead, try to work out the root of the problem so that you can turn this around. 

  • Your outsourced customer service might not be successful, as the operators might be rude and unfriendly to your clients. This can leave your clients upset, and you might find that issues are left hanging. This can counteract your marketing and show your brand as abrupt and uncaring, so you should make sure that you nip any rudeness in the bud as soon as you find out about it. 
  • It might also not be very successful because the staff at your customer service company isn’t adequately trained. They might not be speaking enough or have a proper greeting or script to hand, and you might find that they do not know how to schedule appointments or deal with any issues that arise.
  • Your outsourced customer service might also be failing because your customer service company does not normally operate within your industry, and its employees do not understand how your company runs. This means that you should look for a company with experience within your niche that comes well-recommended by other business owners. 
  • You might also encounter problems because of language or communication barriers or cultural differences evident when your team interacts with your clients. If this is the case, you should consider looking for a company based in the United States or at least another English-speaking country within the same time zone as you. 
  • You might also find that the company in question is not storing data correctly and is abusing the sensitive information that is being shared with them. If this is the case, you should consider implementing more excellent security protocols and sharing your security policy with them to ensure they follow this. If you believe this company is scamming you or not complying with data protection regulations, you should consider reporting them. 
  • Your customer service might also be unsuccessful when outsourcing it if customers cannot get through to your company. If this is the case, you should speak to the external company you hired about why that might be the case. For instance, they could be understaffed and struggle to manage the demands of many different businesses simultaneously. 

What can you do about it?

If you are struggling with outsourcing your customer service, you might feel as if you are entirely stumped and unable to solve the problems affecting your company's future. However, this is not the case, and there are many ways that you can take action. 

  • The first step is to spend a few minutes talking to the external company you have hired about the issues that have arisen. They might have a problem that they have not yet clocked, and after this is fixed, you might find that the situation improves. 

They might also consider offering you a discount or compensation for the poor customer service your clients have received. By talking to them, you can discuss your expectations and whether they can still deliver on them. 

By doing this, you will not have to overcome the hassle of finding another customer support service while giving a long-term partnership a way to make amends after a misunderstanding or miscommunication. 

  • However, if your customer service is doomed and this external company is the cause, you should start researching the many other customer service companies out there. These days, there are plenty of options to choose from, and so there’s no reason why you should keep paying for a service that is not effective. 

This means that you should take some time to look around for good call handling and virtual receptionist services, such as those offered by Best Reception. This will enable your calls and appointments to be handled by a reliable venture that has your best interests at heart and is experienced at dealing with customers and their many questions and demands. 

Once you have done this, after the initial transition period, you might notice the difference and focus on the other elements of your work without having to stress over your customer service again. 

  • You might also consider taking back control of your customer service completely and deciding to employ an in-house team to do this for you. By doing this, you will be able to train them on the specific needs of your business and establish a rigorous recruitment process that will enable you to filter out the best candidates that match with the outlook of your business and your values.

You will also be able to track their performance and progress and deal with any customer issues quickly if they are unable to resolve them on their own. To do this, though, you might have to invest in an assortment of customer service tools as well as equipment such as high-quality phones to ensure that you can make your customer service a success. By choosing the right tools and equipment, you might find that running your own customer service department is far less stressful than you first expected it to be. 

You might believe that outsourcing customer service answers all your dilemmas. However, this is only sometimes the case, and almost as many issues can arise when you outsource as when you deal with customers internally. This means you constantly need to be on the ball for the problems. 

However, by following this guide, you will be able to get to the bottom of the problem quickly and ensure that it is resolved so that you can again look forward to a bright future of dazzling customer service for your clients.

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