Outsourcing Customer Service is Personal

What is the first thing that goes through your head when you hear the words “outsourced customer service?”

If you’re like most, personal is not something that came to mind.

However, like most, you’d be surprised that outsourcing customer service can and should be personal.

Why isn’t outsourcing more personal?

When outsourcing first gained popularity in the 80’s, companies were looking for ways to increase their flexibility while still being able to focus on their core business. In order to accomplish this, many ancillary tasks, including customer service, were handed off to third-party service providers.

It became easy for companies to distance themselves from those responsibilities as long as the monthly checks were sent and nothing disastrous was happening.

In today’s world however, the discerning business owner not only wants to save on costs, but also provide their customers with the best experience possible.

The outsourcing vendor you choose will be the front-line of your company and needs to represent your brand accurately to your customers.

And that is exactly why viewing outsourced customer service in a more personal light is crucial.

You are choosing a partner, not just a service provider.

“Third-party,” by definition, is not a direct part of your company. And many will view outsourced customer services this way, vendors and non-vendors alike.

But remember, even though you may be using a third-party vendor, they are still handling operations on behalf of your company. There should be regular interaction between your contact point and the vendor’s contact point. We suggest establishing communication expectations at the very start of the relationship so that both parties are always on the same page.

However, it makes a big difference to shift the perspective from “third party” to “business partner.” Just because your customer service team may not be in the same physical building as you, doesn’t mean you shouldn’t expect them to treat your customers like their own. Find an outsourcing partner that is invested in your vision rather than one that will just put in the hours, and your customers will feel a noticeable difference.

There is a perfect fit for your company

All outsourcing providers are not created equal. Some have sprawling floor plans and can accommodate hundreds of seats. Others aren’t quite as large and pair well with smaller companies and start-ups that require more flexibility. And everything in-between, including providers that focus on specific industries.

Basically, if you’re looking for an outsourcing partner, there is a perfect fit for you out there.

As for tele-net, we are a mid-size provider that stresses the Japanese approach to hospitality known as omotenashi. Our headquarters are in Tokyo, but our clients do business the world over. We also provide robust support to companies looking to expand into the Japanese market. While we are always open to any and all inquiries, historically most of our clients have been in the health and beauty, and consumer electronics fields.

Shoot us a quick email if you’d like to connect :)

Make your outsourcing experience personal

In short, outsourcing customer service is not what it once was. Yes, it is still a way to run leaner operations and cut costs, but it can be so much more than that if approached the right way.

Make it personal, find your tailored fit, and you’ll not only save on time and money, but you’ll also make yourself and your customers happy.