creative programs and motivating talented agents with timely execution, then there are dramatic increases in customer retention.
The company should be able to impart to there outsourcing agents that customer satisfaction is the key to customer retention. The Ability to be Flexible Outsourcing gives companies the ability to be flexible.
There are some companies that have peak and non-peak seasons.
During peak seasons such as Christmas, they need more
agents to work for them. Having an outsourcing partner can make hiring temporary agents easy for companies. There are several more reasons why companies turn to outsourcing aside from lower costs, higher retention rates and flexibility. Outsourcing is also a chance for companies to diversify because expertise in some areas can be found outside. Outsourcing has been discovered to be good
30
management-wise and cost-wise. More and more companies are expected to turn into outsourcing in the future.
31
Negative Effects of Outsourcing
Having to deal with outside parties can also be difficult and unmanageable. As you try to outsource, you need to be cautious of the partner you would be dealing. Your business future is at stake with this partner.
To outsource is a decision that you must carefully think about. Should you decide to outsource, you should have ready at hand to identify your fundamental principles for discussion to your outsourcer, At the outset, it is necessary that relationship is harmonious and clear to both of what expectations are to be met.
Unsatisfactory relationship could result to early termination of agreement or contract. One cause of failure in an outsourcing relationship is when the buyer (owner) dictates to supplier (outsourcer) of what the services and performance levels should be.
The buyer lays down the expectation, the supplier process.
Another con of outsourcing is the buyer s failure to control the quality of service. The buyer awaits the finished product and hopes that they are of better quality. The buyer loses control of hiring the best-qualified people to perform the job. Outsourcer does have the tendency of hiring less qualified people to perform the job, thus reducing cost at their end.
As others see the benefits of outsourcing as reducing cost to the company, they fail to realize that productivity is lost as well.
While you can invest on productivity of improving your product or service, the knowledge and skills, which are your intellectual property, are passed unto others. This allow other countries where outsourced is done to gain more skills and apply them to their other clients, which could also be a competitor of yours now or in the
32
future. Give a careful thought about outsourcing and its effect to your business.
33
Why Not Outsource your Customer
Service
Your customers are one of your most valuable assets in your business. Your customer s satisfaction comes first over and above anything else in the business. They make your business going and grow. A dissatisfied would either stop patronizing your product or send bad feelers to friends and family of the kind of service you provide.
Customers should be given attention and utmost care in answering to their needs. In a global competitive world, you need to be attentive to your customers needs and wants or you would eventually lose them. You certainly need more help in attending to your customers.
To solve your problem and focus more on your core business areas, you may think of having your customer service outsource.
Outsourcing customer service seeks to ease out the problems you are experiencing your business. Through outsourcing your customer service, service providers are expected to handle unresolved complaints and pricing issues. They also provide suggestions as to better offers from competitors, or just simply handle your customer transaction with a personal touch. With these services, you are assured that your customers are receiving an excellent service and their complaints are handled and addressed right away.
Customer service outsourcing is can be done over the phone or through website. However, most often it is over the phone where customer concerns are received by call centers. The service provider you choose to contract with should have a unified system that will link and record your customer s historical complaints. Cus
34
tomers hate to start all over again about their complaints, as if they complaints are not being addressed immediately.
Give more time to focus on your business core competencies and have your customer service outsourcer handle your customer s needs.
35
Benefits of Data Center Outsourcing
It takes to have specialized skills to perform data entry operations and at the same time involves large amount of money to
invest in computer equipments. Computer equipments have to be purchased and maintained regularly. You need highly skilled people to have them operate your data entry system.
Many companies nowadays engaged themselves to service
providers involve in data entry outsourcing. It is believed to be economical and allows companies to focus on their competencies rather than worry about data center operations. For companies who are into providing reports, data center outsourcing is a big help as it fast tracks their reporting deadlines. Data center outsourcing does not need an understanding of the product, database or business. What is important is how fast, accurate and efficient the data entry is done.
Data center outsourcing manages documents as well. Service companies on data center does provide several data entry operations such as data extraction from any format, hand written, typed copy or a scanned image; and reject re-entry, data. It should also provide database maintenance at real-time data entry.
Data center outsourcing is not just about saving physical space. Some of the advantages of outsourcing data center are as follows:
1. The service operation is uninterruptible and that
regular monitoring of the data can be undertaken.
2. It provides data management wherein it ensures that
data have back ups
36
3. There is a security measure that protects data from
outside or inside hackers
4. It provides on site trouble-shooting, and speedy response 5. It provides a disaster recovery in case of loss in data.
Keep track of your report deadlines. Get rid of those stacks of records. Give your employees a space to breathe and move.
Have your records handled; give data center outsourcing a try.
37
What
