By Kathy Sisk
Once you select the agency you feel most confident in and the contract is signed, the real challenge begins; you must manage the venture. This includes preparing to transition calls to them and overseeing ongoing performance.
The following three practices will help you effectively manage your outsourcing venture:
1. Take Control from the Start
Assign a management team from within your call center or organization to oversee the outsourcing venture and openly communicate with the agency on a regular basis. This includes selecting the specific account management team at the agency that will manage your account.
Some call centers opt to have one or more of their managers work on-site at the agency to closely supervise the activity each day. Take whatever steps you need to ensure that the outsourcing venture remains transparent to your customers and that they receive the best possible service that is representative of your organization.
2. Provide or Oversee All Training
Your company is responsible for ensuring that the supervisory staff and agents at the agency receive all necessary training to handle your specific account. Have your management team or internal trainers educate the agency’s supervisors and trainers on your products and services, upselling and cross-selling preferences, call scripts, and incentives. The agency’s staff can then deliver the same training to its agents under your supervision. Or you may want your manager or trainer to provide such training to the assigned agents.
3. Evaluate the Agency’s Performance Regularly
Ensure that the agency sends your management team regular reports on call statistics, agent performance, and customer feedback. Also make sure your management team provides the agency’s managers and agents with any necessary feedback and additional training as needed.
In addition, if possible, have your management team visit the agency often and get directly involved in the monitoring process; however, this can be done remotely. Don’t be afraid to request a particular agent or supervisor be removed from your account if you are not satisfied with their performance.
[In the next issue, we will wrap up this series with a look at some additional topics.]
For more information about setting up, reengineering, outsourcing, and project managing your call center operations, Kathy Sisk Enterprises can help you. They have over forty years’ experience with satisfied clients and centers across the globe.