How to measure the success of an outsourced customer support program?

In today’s highly competitive business environment, companies are always looking for ways to cut costs and improve their bottom line. One way to do this is by outsourcing customer support programs to third-party providers.

Outsourcing customer support can help businesses save money, improve customer satisfaction, and increase operational efficiency. However, measuring the success of an outsourced customer support program can be challenging. In this blog post, we will discuss some key metrics that businesses can use to measure the success of their outsourced customer support programs.

Customer satisfaction: One of the most important metrics for measuring the success of an outsourced customer support program is customer satisfaction. Businesses can measure customer satisfaction by conducting surveys or using customer feedback tools to gather feedback from customers.

The feedback can help businesses identify areas where they need to improve their customer support services. For instance, if a high percentage of customers are dissatisfied with the speed at which their issues are resolved, the business can work with its outsourcing partner to improve its response time.

Read: How can outsourcing customer support improve customer satisfaction in 2023?

First call resolution (FCR): FCR is another important metric for measuring the success of an outsourced customer support program. FCR refers to the percentage of customer issues that are resolved on the first call.

A high FCR rate indicates that the outsourced customer support team is well-trained and equipped to handle customer inquiries and complaints. It also means that customers are getting their issues resolved quickly, which can help improve customer satisfaction.

Average handle time: Average handle time (AHT) is the average amount of time it takes for a customer support representative to handle a customer issue. It is an important metric because it directly impacts the cost of running an outsourced customer support program.

A high AHT means that the outsourced customer support team is taking longer to handle customer issues, which can increase the cost of the program. Businesses should work with their outsourcing partner to identify ways to reduce AHT without compromising on quality.

Cost savings: One of the main reasons why businesses outsource customer support programs is to save money. Therefore, measuring cost savings is an important metric for measuring the success of an outsourced customer support program.

Businesses should compare the cost of running an in-house customer support program versus outsourcing to a third-party provider. They should also factor in any cost savings associated with outsourcing, such as reduced overhead and labor costs.

Agent performance: Another important metric for measuring the success of an outsourced customer support program is agent performance. Businesses should work with their outsourcing partner to set clear performance metrics for agents, such as call volume, customer satisfaction, and FCR rates.

Regular performance reviews can help identify high-performing agents who can be rewarded or promoted, as well as underperforming agents who may need additional training or coaching.

Service level agreement (SLA) compliance: A service level agreement (SLA) is a contract between a business and its outsourcing partner that outlines the level of service that will be provided. SLAs typically include metrics such as response time, issue resolution time, and customer satisfaction rates.

Measuring SLA compliance is important because it ensures that the outsourcing partner is meeting the agreed-upon service levels. SLA compliance can be measured through regular performance reviews and customer feedback.

Escalation rate: The escalation rate refers to the percentage of customer issues that need to be escalated to a higher level of support. A high escalation rate can indicate that the outsourced customer support team is not adequately trained to handle complex customer issues.

Businesses should work with their outsourcing partner to identify areas where additional training is needed to reduce the escalation rate.

Wrapping Up :

The success of an outsourced customer support program can be measured in several ways. However, it is important to establish clear goals and metrics upfront, communicate regularly with the outsourcing partner, and continuously monitor and evaluate the program’s performance to ensure that it meets the organization’s expectations and delivers the desired results. Ultimately, the success of an outsourced customer support program depends on the ability of the outsourcing partner to provide high-quality customer service and support that aligns with the organization’s values and business objectives.