Call centre outsourcing in Australia from a third-party vendor is a sure-fire way to grow your business. The best thing is you can save time and resources. Once you hand over your customer support operations to an outsourcing agency, you can free up your time. As a result, you can focus on core tasks that brings in more business.
But you still need to manage your outsourced employees to ensure everything works in sync. We understand things might become complicated when you have your business, in-house employees, and outsourced team. If you have outsourced call centre services or are planning to do so, we can help you manage your overseas team. The following are some tips to perfect your management game.
Expert tips for managing your call centre outsourcing agency
An experienced call centre services provider has the required tools and skills. But they should understand your company culture and products or services to offer a seamless experience. Let us dive into tips to manage your outsourced team.
Create a bigger and clear picture
Unlike full-time employees, your third-party services provider may not have a bigger understanding of your brand and they come with little knowledge of their job role. So, It is your responsibility to paint a bigger picture of your business and give a detail description of the role they need to play when you interview a potential candidate.
They should know where they fit in your firm. What are their responsibilities, and how do they affect the company? How can they serve clients or customers?
Offer intuitive instructions
It is normal for new employees to have a lot of questions about their roles and the company. The same applies to outsourced workers. In the beginning, they might have doubts and queries. However, reliable employees will attempt to get the answers on their own. If they fail, then only they will ask for help.
You can make the work of these employees easier if you offer intuitive instructions. For example, you may provide them with a handbook, a FAQ resource, training videos, and a go-to employee. Using these things, they can understand their roles and duties within a very short period.
Acknowledge their contributions
Often, business owners make the mistake of dismissing an outsourced team because they are not permanent. If you have similar thinking, your call centre outsourcing in Melbourne will not bring desired results.
Lack of recognition and rewards for outsourced employees will limit their potential, even if they are highly dedicated. The best way to make the most of call centre outsourcing is to show care to every individual contributing to your business growth.
Teach them about your brand
Your prospective call centre outsourcing company would represent your brand to clients and customers. For example, they will handle their requests and complaints and address their problems. Therefore, it is crucial to teach them about your brand in depth. Besides this, they should know your work culture and handle your clients or customers accordingly.
While you may have to invest extra time teaching them about your brand, it will pay off in the long run.
Provide multiple communication channels
In many cases, people outsource call centre services from an overseas agency. So, their outsourced employees might be working in another time zone. Since you have hired experts from a foreign country, it is essential to establish multiple communication channels. Some examples are live chat, email, video conferences, project management systems, etc.
By choosing any of these ways, you can have seamless and consistent communications with your outsourced company from a distance, preventing any future mistakes.
Whether you work with an offshore team, contracted workers, or remote professionals, it is crucial to understand each other’s work culture and rules. This way, you can build a strong relationship with your outsourcing agency and make the best of your investment. However, it is advisable to do your research before hiring call centre services in Australia.