How to achieve 100% success when outsourcing your customer service

Having a customer service that fulfills its mission requires precise skills that are specially developed to satisfy the customer. It all starts with building a strong team, which knows the ins and outs of their main role: transmitting the fundamental values of the company. How can such a result be achieved when the company does not have the time, resources and skills to provide efficient and operational customer service at all times? Outsourcing is the most appropriate solution in our current context, one in which every company must imperatively stand out from the competition.

Why outsource?

That is a vague question, but the bottom line is: outsourcing of its customer service minimises costs while maximising the competitive advantage in customer experience, in order to stimulate activity, so by cascade effect, revenues.

By agreeing to delegate some of the tasks specific to the operation of the company, it manages to achieve the greatest customer satisfaction, thanks to an optimal customer service team specially trained for this purpose.

Essential basics of successful outsourcing

A balance between fundamental values of each party: the constitution of an outsourced team in charge of your customer service should not be taken lightly. Indeed, each party, that is the company and the selected agents, must share the same fundamental values: trust, transparency, responsibility. With this in mind, it is vital to establish clear communication channels to that effect.

A common language: this is both literally and figuratively applicable. At ProContact, our agents are multilingual, so we speak “the same languages” as our customers, an advantage that is priceless in the context of outsourcing. While this criterion may seem minimal, on the contrary, it allows your customer service to translate the spirit of your company, to represent its image remotely, and therefore to convince, retain and create loyalty among its customers.

A service provider recognised for the quality of its services: at ProContact, we rely on several bases that have allowed us to maintain our current position, that of an honest, reliable service provider, who makes every effort to understand and respond to your problems! Transparency, accountability, personalization of offers, optimal customer services: our processes have repeatedly proven their efficiency. For a service that is always at the assistance of our customers, we are constantly open to new developments and improvements. For this, we are setting up accessible communication channels on both sides which will help establish a permanent dialogue.

Agents who are ambassadors of your company: to be successful, the outsourcing of your customer service must be supported by agents who are able to appropriate the brand of the company they represent at the end of the line. To achieve such a result, we train our agents constantly, to ensure that they feel comfortable in their role, that they have confidence in themselves, that they know that ProContact is concerned about their professional development. The saying “Happy employees create happy customers” is part of our values and our daily goals.

Do I need to outsource my customer service?

Outsourcing is the answer to your problems if you have the following issues:

• Need to make cost savings ;
• You need a 24/7 cover;
• Greater language coverage;
• Offer shorter response times ;
• Access to better technologies, equipment and technical resources.

Cost savings

The era of traditional recruitment has gone by; today flexibility has become the watchword and it isa possibility thanks to outsourcing. At ProContact, we allow you to gain flexibility within an affordable financial scheme.

Greater hourly coverage

The outsourcing of customer service allows the company to offer extensive support outside office hours, vacation days, public holidays, weekends, on all channels, including online chat/instant messaging, e-mail and social media DMs.

Greater language coverage

Expand your customer base by extending the language coverage of your customer service. A multilingual team of qualified, versatile and expert agents is fully dedicated to customer satisfaction. Yours of course, but also that of your customers.

Shorter response times

51% of customers turn their back on a company whose customer service has been negligent, even if that is the case only once. Become a company known for responding to its customers quickly and efficiently, regardless of the communication channel which they use to contact you. ProContact provides you with the necessary number of agents to significantly reduce response times.

Access to better technologies, equipment and technical resources

The outsourcing sector is known for its competitive temperament, so at ProContact, we make it a point of honour to offer the latest technologies (software and computer programs, advanced chatbot configurations, etc.) without you having to commit a budget to benefit from it!

Outsourcing is the answer to many problems that may surround customer service. By preparing your project and choosing the right service provider, you will offer an unprecedented experience to your customers.

Contact us!

Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and this is done in complete transparency.