Outsourcing your email support services is definitely a smart move that has many benefits, but there are some traps that you need to be wary of. To help you navigate this world, we’ll discuss the 5 mistakes you need to avoid when outsourcing email support. We will also talk about when you should outsource your email support and why.
5 Mistakes to Avoid When Outsourcing Email Support
You need to pay attention to the details of the contract
This is one of the most common outsourcing mistakes.
A good supplier will give you a contract that you can manage. A typical contract lasts around a year. Keep in mind clauses that allow them to terminate the contract under specific circumstances. Once signed, the contract becomes your roadmap to managing your relationship with the supplier.
It is in place to ensure that you receive the agreed-upon level of service from them. Unfortunately, many businesses just sign the contract and then forget about it. Analyzing and understanding your contract is essential to ensure you get the level of services you need.
You can use it to establish the criteria the support crew will need, such as technical skill level, pre-employment testing, and so on. The contract will guarantee that you and your partner are on the same page. This will ensure a smooth experience for the customer.
A good email support provider will listen to your requirements and provide a solution that satisfies them. Along the road, they should serve as a guide to the ins and outs of outsourcing and offshore teams. They can also recommend solutions to other issues you didn’t realize you had.
In the end, there’s no reason to attempt to push your firm or project with constraints you didn’t define. You also don’t want to use technology you’re uncomfortable with, or to sign on to something that doesn’t serve you.
You’ll want a provider that takes a white-glove approach to outsourcing. Finding one will result in the type of service that you had in mind when you chose to outsource.
You shouldn’t expect it to be cheap
Finding a supplier of outsourcing services will be cheaper than going in-house. However, you can’t expect to find services for pennies. Yes, you will notice significant cost savings during peak hours and after-hours assistance. Because there will be no hiring, training, or knowledge base construction, outsourcing is significantly less expensive than developing an in-house team from the ground up.
However, even if you are outsourcing your email services you must still make an investment. This means setting up a budget, and spending money on specific items. The costs will be lower, but you will still have expenses. You may also need to invest in tools and technology to provide a pleasant client experience.
You need to share the specific policies and procedures with your outsourcing partner
Most organizations write rules and procedures for their internal workers, but they don’t share them with their outsourced partners. Although the outsourcing business might have its own standards and processes, the customer experience will suffer if you and your partner are not on the same page.
To prevent making this error, train your outsourced workforce just like you would an in-house team. Although the supplier will bear the training costs, you should have a voice in the training to keep the outsourced staff up to speed on any changes to your product or services. The external team’s training should be comparable to that of your internal workforce.
The outsourcing provider will have skilled staff members, but this doesn’t mean that they will be familiar with the flow of your business. You have to spend some time and effort to educate the outsourced workers on your policies and procedures. Consider your outsourcing agreement to be a long-term partnership. You want to collaborate with a firm that shares your vision and values, just like you would with any other business collaboration. If you cut corners in this area, you won’t reach your goals. Even if your selected provider is an expert in finance and accounting outsourcing, they won’t be an expert in your organization.
You need to have good and effective communication
Communication between partners is essential in the outsourcing business, just as it is in any other. In order to get the full range of benefits from this partnership, both sides must communicate well. It will also assist in reducing the problems that may limit the value provided by the supplier.
Before you sign a contract with the outsourcing firm, you will need some important information about a variety of elements, such as an overview of their training program, employee turnover rates, and other trends that may influence your hiring choice. Inquire about the provider’s culture as well to determine whether it is compatible with yours.
Furthermore, constant communication regarding your progress toward your targeted objectives or goals is required.
You can’t focus on the price of the service
This is another fairly common mistakes that brands and companies make when looking for an outsource partner.
It’s understandable that you want to save money and receive what you paid for. However, you cannot choose an outsourcing supplier for your customer support requirements just on pricing. The cheapest isn’t necessarily the best, and there’s a reason for that. Be wary since they may be cutting shortcuts with the services they provide in order to outperform their competitors.
You can be proactive in learning about the type of customer experience your chosen outsourcing partner will provide. Instead of handing them all of your criteria at once, start small. This way, you’ll have a better notion of what type of training, knowledge transfer, and other services you’ll need to have a successful engagement with the supplier.
In the end, outsourcing your work will save you anywhere from 50 to 75 percent. After you’ve thrown money away on cheap options, you will realize that spending a little extra will save more in the long run. Concentrate your efforts on a firm that prioritizes delivering results and investing in great employees. This will save you more money than going cheap, and will have better results than just saving on costs. You’ll get a partner who is as involved in your success as you are, which is far more valuable.
When Should You Outsource Email Support?
Knowing when you can outsource email support services is crucial. This is what will allow you to avoid the mistakes eCommerce stores often make. There are several factors to consider before choosing to outsource. Some of these are:
Do you have a website where customers reach out to you?
If you have a website and choose email as a customer contact option for questions and concerns, you’ll be swamped before you know it. You have to be prepared to answer all questions quickly.
Is replying to a customer’s email an important part of your process?
Not all customer emails require a reply, but if they are asking questions or need you to reach out you must take care of it as soon as possible. Any delays in response will affect their satisfaction.
Do you expect to receive a lot of emails from customers?
If you already know from the start that you will receive a lot of emails, then you should be ready for them beforehand.
If you answered yes to any of these questions, then you most likely will need to outsource your email support services. Quick and accurate response to customer emails can make or break your brand’s perception.
Why Should You Outsource Your Email Support Services?
You might be thinking that outsourcing your email support services is more trouble than it is worth. Think again.
Outsourcing your email support services is much more cost-efficient than trying to do it in-house. It allows you to manage customer’s concerns faster, maintain support across all channels, and can even help boost your sales.
Plus, by outsourcing your email support you can implement other email initiatives that can help you, like surveys.
It’s all about doing your research, and choosing the right provider. The right provider will transform your project, so long as you too understand each other and work together.
Outsourcing your customer support will see you save a significant amount of money, but you need to do your research before choosing a company. Cost isn’t everything, as finding someone that matches the vision of your company will be more effective in the long run than going for the cheapest option. And one company that will surely match your needs is Vserve Solution’s and our Email Support services. We have worked with a wide range of customers from different industry niches and have an excellent record in customer satisfaction. You won’t regret your choice.