QUESTIONS TO ASK YOURSELF BEFORE OUTSOURCING YOUR CUSTOMER RELATIONSHIP

Customer relationship outsourcing is an important decision that should not be taken lightly. Several parameters must be analyzed before taking the plunge: procedures, internal organization, cost, strategies for optimizing the quality of services, etc. In this article, we have compiled a list of questions to ask yourself before outsourcing this service.

Is outsourcing your customer relationship possible?

The first thing to do to start such a process is to question the feasibility of the project. It should be noted that outsourcing the customer relationship is an advantageous practice, but it is not suitable for all activities. Those requiring a high level of expertise such as the professions of notary and lawyer are delicate and complex. The processes and operations relating to these businesses are often subject to legal constraints. On the other hand, outsourcing the customer relationship is simpler with activities such as trade, telecommunications, insurance and banking.

If outsourcing your customer relationship is possible, be sure to determine the type of operation to outsource beforehand. Also remember to establish specifications to allow the offshore company to understand and assimilate the tasks and the procedure to be followed.

Partial or total outsourcing: what to choose?

The customer relationship encompasses many services including assistance, prospecting, making appointments, relaunching and qualifying databases. It is possible to partially or fully outsource these missions. To avoid unnecessary expenses, the work to be delegated should be defined in advance. For example, you can outsource only low value-added tasks and entrust those requiring some expertise to internal teams. This step will allow you to determine the budget necessary for this process and to find the appropriate service provider more easily.

How to choose a customer relationship outsourcing company?

Choosing a professional and trusted service provider is essential to reap the benefits of outsourcing. It will convey your messages and values to your customers. The quality of his work will have a direct impact on your customer acquisition and/or loyalty strategies, on your company's image and on your turnover.

Various solutions exist to find the ideal customer relationship specialist. To choose yours, base yourself on its level of expertise and its customer references. Consult the opinions posted on its site or social networks to get an overview of the quality of its services. It can also be useful to give him a test or a trial period before establishing a contract for a long-term collaboration.

Regarding the price, it is essential not to focus on this parameter. Note that some professionals offer extremely low rates. In the obligation to process a large quantity of orders, they do not take the time to take care of their work. By choosing your service provider based on price, you may face losses, especially when the quality of service is lower.

A presentation of your company

"Who are we?". First, your specifications must answer this question. As an introduction, present your company, its scope of intervention, as well as the current organization of your customer relationship. This part should also contain:

• A brief history of your business
• Your industry
• Your market positions
• The nature of your clientele: the type of client who regularly contacts your teams
• The key figures on the previous performance of your customer service
• The structural organization chart of your customer service: the different managers, their responsibilities and their professional address
• Your company's contact channels: telephone line, email addresses, etc.
• The CRM used by your team

Your needs in terms of customer relations

Why are you using a customer relationship outsourcing provider? This part expresses the needs related to your customer service and the reasons for which you outsource it. It must therefore detail:

1. The volume of requests received
2. Your current processing rates
3. Customer service peak seasons
4. The time slots preferred by your customers
5. Security and data protection criteria
6. The monitoring methods: the frequency of reports, the format, the KPIs to be inserted, etc.