What are the Benefits of Outsourcing Live Chat Support?

Hiring an outsourced customer support team to render services has been an ideal solution for businesses that are looking for building a capable customer support system. In this era of technological evolutions, customers are expecting top-quality services.

Outsourcing limits your risks significantly and increases the capabilities of your customer support team. Here is what business organizations are aiming to achieve by outsourcing live chat support services:

Hire Fast:

According to statistics, hiring online takes an average of 2.7 days as opposed to the 43 days it takes to hire conventionally. This is because outsourcing saves time by finding candidates already screened and qualified by agency management or through ratings and reviews by other clients on the website.

Access a World of Talent:

Outsourcing allows organizations to go far beyond their local talent pool to find support experts around the world with the channel-specific skills that are required.

24/7 Services Across Multiple Regions:

Customers often reach out to the support team outside of business hours. Outsourcing enables businesses to hire people from around the world so that they can render services in any time zone. This allows them to render services continuously across multiple regions.

Reduced Costs:

It is often less costly to outsource customer services particularly when support agents are hired globally. Moreover, organizations do not have overheads like office space, benefits, and more. They can also staff their workforce flexibly to match the number of hours they need to serve.

Here is a step-by-step guide to outsourcing live chat customer service agents:

Step 1: How to Hire a Customer Service Agent?

Hiring outsourced agents does not differ much compared to hiring a full-time employee. It begins with writing a job description. The more specific businesses are about their requirements, the more specific the applicants will be:

• Explain the purpose of your business.

• Specify the skills required.

• State the times and languages required.

Step 2: How to Find Outsourced Customer Service Agents?

Finding good service agents can be a challenge for organizations especially if they are new to the domain. Some good options for finding outsourced customer service agents:

• CoSupport

• SupportZebra

• Upwork.

Step 3: How to Interview Outsourced Customer Service Agents?

If you use a platform like Upwork for hiring support agents, you will get more applicants than the average. Thus, you must prepare to pre-screen applications with an online interview. The applications on your radar need to be able to answer questions such as:

• Describe your customer service experience (both online and offline).

• State a case of a customer whose unhappiness you turned around.

• What software have you used before for customer service and team collaboration?

• What is your contingency plan in case of power and internet outages?

If these questions are answered comprehensively, you can shortlist the suitable candidates and proceed further gauging your other organizational requirements.

Step 4: How to On-Board an Outsourced Customer Service Agent?

As live chat support agents represent your business in front of customers. Thus, you need to onboard them in the following way:

Give a Broad Overview: Train them on the company goals, vision, brand, and work ethics. Train them on what you are selling and who your customers are.

Set Expectations Clearly: State the number of hours, the scope of what they will answer, and how they must escalate the problems to your team.

Use the Buddy System: Give them a dedicated buddy to answer their questions while they are learning about your customers and the way business is conducted. Also, you can ask the buddy to review their support responses for quality and voice tone.

Start Slow and Low Risk: Build your agents slowly and smartly. Start with email, then live chat, and finally phone.

Conclusion:

If you are looking to outsource your live chat support services to an organization, we, at Sapizon Technologies, are at your service. With our highly experienced and skilled IT workforce, we have provided top-quality services to our clients and elevated their position in their domains.

For more details about our IT support services, you can book a free consultancy with our tech support experts.