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Transition to an Outsourced Call Center? Here's how to do it..

Posted by Randy Clapp on Dec 16, 2020


Are you ready to transition from in-house customer service to an outsourced call center? If so, it's likely that you are familiar with the request for proposal (RFP) process and you've discovered how outsourcing your contact center will benefit your business.

By partnering with a highly advanced contact center, such as Advantage Communications, you’ll gain access to highly skilled customer service agents, next-generation technology and much more.

These benefits will boost your profits, significantly improve your company’s customer experience (CX) deliver better service, and provide a competitive edge over others operating in your industry.

While your outsourced call center will be highly skilled in customer service strategies, they still need your help when it comes to knowledge transfer and learning about your brand.

Here's a list of four best practices that will help you work with your new outsourced call center, to focus on agent training and contact center knowledge transfer.

1 - Sharing Knowledge

There isn't anyone that knows your company brand better than the passionate team members that you employ and who work for you on a day-to-day basis. These team members can help by sharing information with call center agents about any aspect of your business, from processes, brand identity, customer service patterns and much more.

By transferring this experience from one team to another, you'll empower outsourced contact center agents to become brand ambassadors for your company - allowing them to work as an extension of your business.

2 - Brand Identity

Your brand is unique, and there’s probably a few things that ensure you stand out from the crowd. Make sure that your outsourced contact center understands exactly what’s different about your company and what your vision is - both in terms of strategic goals and daily tactical KPIs.

Ensure that the outsourced agents working for your organization understand everything there is to know about your brand’s story, your company culture, your company’s voice, values and how you interact with your customers.

3 - Input into Training

Training customer service agents is a highly-specialized skill that contact centers have mastered, but that doesn’t mean you can’t get involved in the process. In fact, by taking a hands-on approach to the training process your team can ensure successful knowledge transfer to the customer agents handling your service strategy.

Call centers will already have highly professionally designed training programs, but by providing a subject-matter expert for your outsourced contact center - you’ll be able to share critical information and direct experience.

4 - Open Communication

Good relationship management with your outsourced call center is essential - and that's a two-way street. This will help you keep track and monitor your existing knowledge transfer, and update information with your outsourced call center as needs require.

Are you looking for more information about outsourcing your customer service to a call center in Canada, serving global clients? Contact Advantage Communications today and learn more about how we can help.


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Topics: Contact Center

Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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