The Importance of clear communication when outsourcing customer support

In today’s business world, customer support outsourcing has become a common practice for many companies. By outsourcing customer support, clear communication

clear communication

In today’s business world, customer support outsourcing has become a common practice for many companies. By outsourcing customer support, companies can:

Reduce costs
Increase efficiency
Provide 24/7 support

However, outsourcing customer support also comes with its own set of challenges, especially when it comes to communication.

“Communication is the backbone of a business,” say 93% of business leaders. (The State of Business Communication Report by Grammarly)

When it comes to outsourcing, especially customer support, clear and effective communication is the key to success.

The cornerstones of a successful outsourcing partnership are the internal communications of both the client and the vendor, as well as their external communication with one another. While you may have aligned internal communication, establishing clear external communication can be difficult due to language and cultural differences. But with a collaborative approach, it too can smooth out.

How can clear communication assist both the company and the outsourced team?

1. Building Mutual Trust :

Clear communication is the foundation for establishing trust between the organization and the outsourced staff. While this is significant, it is also true that miscommunication can easily weaken trust.

Communication between the vendor and the client starts long before the project begins. If the client clearly communicates its expectations, goals, and requirements, the outsourcing partner knows precisely what is expected from its services. Similarly, when the vendor effectively conveys their deliverables, the outsourcer understands what they stand to gain from this partnership. This helps foster a sense of trust between the two teams, which is crucial for a successful outsourcing relationship.

2. Reducing Errors and Misunderstandings :

Having open and clear communication from both parties helps to reduce errors and misunderstandings that can arise when outsourcing. These small errors can eat up a good share of both clients’ and vendors’ precious time. According to a Grammarly survey, business leaders estimate that poor communication costs their teams an average of 7.47 hours per week. Imagine its impact on a business’s bottom line!

A language barrier or cultural difference can translate to poor communication between the client and vendor, resulting in errors and undesirable outcomes for the outsourced customer support. However, with the right forms of communication and clear messaging, it could be very well avoided.

Clear communication also helps to reduce the number of revisions and edits that may be required, which can save time and money for both the company and the outsourced team.

3. Improved Efficiency :

Effective communication can be transforming for both parties. When the company clearly communicates its requirements, the outsourced team can work more efficiently. This is particularly important when dealing with time zone differences, as the outsourced team may need to work during non-traditional business hours.

When the outsourcing partner thoroughly understands the client’s requirements, they can work independently and deliver high-quality work within the required timeframe.

4. Maintaining consistency :

Consistency in customer service is crucial for building brand loyalty and trust. When outsourcing customer support, it is essential to ensure that the outsourced team is aligned with the business’s customer service standards and policies.

Clear communication between the client and the vendor can help achieve this by setting clear expectations and providing detailed training and support. This can ensure that the outsourced team is fully aware of the business’s values and can provide consistent customer service.

Closing it :

To conclude it, clear communication is essential when outsourcing customer support.

By clearly communicating its expectations, brand tone, and business values, the client can ensure that its customers receive high-quality support, regardless of the location or language of the outsourced team. Same way a vendor can ensure that everyone is on the same page by communicating their strategy.