How to Outsource Customer Service without Weakening your Brand

By Janis Ancic, Training & Quality Manager for Advantage Communications

Organizations worldwide now spend more than US$300 billion annually on contact centre services, of which third-party outsourcing accounts for roughly 25 per cent.

Despite its ability to lower operational and labour costs, buyers are still cautious to transition their customer support to an outsourced provider. Many are unsure whether a third party can deliver the same trusted brand experience that their in-house agents can.

Advantage Communications is an outsourced contact centre provider with operations in Kingston, Jamaica and Eastern Canada. We have 20 years of experience in help-desk, tech support and customer service. Our solutions are custom-designed to be an extension of your business model and your brand. We continuously Net Promoter Scores of 40+ with 100% budget adherence.

Why is it that some companies are able to outsource customer experience with near perfect brand continuity?

Tips for Maintaining Brand Continuity With Your Outsourced Contact Centre

  1. Choose an outsourced partner that puts people first. A contact centre with good staff retention rates usually means they understand the value of their workforce. Good retention means lower recruitment and training costs, elevated customer experience, and the agility to seamlessly introduce new systems and ideas to your program. At Advantage, we treat our employees well, and in turn, they treat their customers well. We’re proud to maintain an attrition rate of 27 per cent – well below the industry average.
  2. Form a true partnership. Understanding is key. Advantage Communications makes it a priority to understand your company’s purpose, values, needs, culture and internal teams. Take the time to provide your outsourced solutions provider with an in-depth understanding of what you do, how you do it and who you do it for.
  3. Engagement with your brand starts in training. We guide new recruits through a customized Client Culture module during orientation. This allows forward-thinking and better preparation for applying what they learn in training to actual scenarios they will face in their role.

With a focus on cultural integration, Advantage Communications agents become passionate ambassadors of your brand. Contact us to learn more about our custom solutions for outsourced help-desk, tech support and customer service.

Learn how we Recruit, Train and Manage for Contact Centre Success.

Leave a Reply