Outsourcing Support – 5 Common Mistakes You Should Avoid
A tectonic shift is re-shaping the face of business worldwide and you may need to explore it to grow your business. Small-to-medium size businesses (SMB) are using technology to become global forces. If you’re looking to become a global force too, a proven strategy that will help is outsourcing support.
Outsourcing Support Can Help
It can transform your business, create a dynamic competitive advantage, and level the playing field—all while cutting costs. What’s not to like? But outsourcing support or call center outsourcing can be a challenge if you’re new to it. To launch an effective outsourcing project you need to avoid crippling mistakes.
Below are six common mistakes SMBs make when outsourcing tech support:
1. Failing To Fully Check Out A Third-Party Provider
This is among the most damaging mistakes in outsourcing. Do your homework and find the right provider. Check out their client list and testimonials. Ask questions. And talk with managers and executives.
Don’t forget experts, consultants, and editors. They know the industry, too. Leave no stone un-turned finding the right provider.
2. Not Making Sure The Provider Meets Your Needs
A provider may check out well on paper. It may deliver great service. And it may be cost-effective. But does it meet your specific needs? Does it have experience in your industry?
Other questions to ask include: Does it provide 24-hour support to help customers in all time zones? Can it provide support across all platforms (phone, email, live chat)? Make sure the provider meets your specific needs.
Action Point: Create a checklist of resources and capabilities a third-party provider must have to fit your specific needs.
3. Hiring A Provider With Inadequate Security
Data is at risk whenever you outsource tech support. It exposes you to potential PR problems you don’t need or want. Just ask Target or Neiman Marcus. Outsourcing also exposes you to potential litigation problems.
Make sure you check out the provider’s security. How tight is it? What about security audits? Do they let employees use their own devices? If so, do they have a BYOD policy? Make security a key consideration when choosing a provider.
4. Failing To Adequately Communicate
Savvy companies develop partnerships with providers. It’s the key to getting the most out of one. And the secret to developing a partnership is good communications. Too many SMBs fail to adequately communicate with providers. That can demoralize them and their agents.
5. Not Fully Utilizing The Provider and Its Resources
Many SMBs fail to take full advantage of a provider’s capabilities, resources, and/or experience. What are its strengths and weakness? What are its resources? Can its agents boost customer service? Does it have the technology to create epoch customer experiences?
Bonus: Choosing A Provider Based Strictly On Costs
Pricing is a major consideration with any BPO project. But choosing a provider based strictly on price may not be in your best interest. Remember, the provider will be the “face” of your business. So take a step back and think about it. Does price outweigh service or quality?
Also, consider the provider’s financial impact. Good third-party providers can generate mountains of repeat business and loyal customers. Choosing a provider that keeps customers happy can pay for itself again and again.
Keep these common mistakes in mind. Outsourcing tech support can help make you a global force. But it can be a challenge if you’re new to it.
And remember, you don’t have to go it alone. Reach out to experts and consultants. They can smooth the way for you and help cut costs.
Let us put our proven experience in providing tech support for small and medium size companies to work for you. Request a quote from our sales team.