How to maintain control over onshore support functions when outsourcing to a third-party provider?
onshore support functions
Outsourcing is a popular strategy used by many companies to improve efficiency, reduce costs, and gain access to specialized skills. However, handing over control of onshore support functions to a third-party provider can be a daunting prospect. Companies must ensure that they maintain control over these functions to ensure that their operations run smoothly and their customers are satisfied. In this blog post, we will discuss how companies can maintain control over their onshore support functions when outsourcing to a third-party provider.
1. Define Your Requirements : Before outsourcing, companies must define their requirements clearly. This involves identifying the functions they want to outsource, the service levels they require, and the quality standards they expect. By setting clear requirements, companies can ensure that their third-party provider understands their expectations and delivers the desired outcomes.
2. Choose the Right Provider : Companies must conduct due diligence to ensure that their provider has the necessary skills, experience, and resources to meet their requirements. They must also ensure that the provider has the required certifications and complies with all relevant laws and regulations.
Best Practices for Selecting an Outsourced Customer Support Provider Read here
3. Define Roles and Responsibilities : Once a provider is selected, companies must define roles and responsibilities clearly. This involves identifying the tasks that the provider will be responsible for, and the tasks that the company will retain control over. Companies must also establish communication protocols and escalation procedures to ensure that issues are addressed promptly.
4. Monitor Performance : To maintain control over onshore support functions, companies must monitor their provider’s performance regularly. This involves setting up performance metrics, tracking progress against them, and addressing any issues that arise. Companies must also conduct regular reviews with their provider to ensure that they are meeting their requirements and delivering value.
5. Maintain Oversight : Finally, companies must maintain oversight over their onshore support functions. This involves maintaining a level of involvement in the functions that have been outsourced, even though they are being performed by a third-party provider. Companies must also ensure that their provider is adhering to their requirements and that any changes to the outsourcing arrangement are approved by the company.
Outsourcing onshore support functions to a third-party provider can be a beneficial strategy for companies. However, maintaining control over these functions is critical to ensuring that operations run smoothly and customers are satisfied. By following the steps outlined in this blog post, companies can maintain control over their onshore support.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.