ACHIEVEMENT IN OUTSOURCING CUSTOMER SERVICE AND TECHNICAL SUPPORT
ACHIEVEMENT FACTOR#1—OUTSOURCING PEOPLE SKILLS
The heart of any customer and technical support center is the people who take your calls and interface with your customers each and every day. Finding good people is a challenge, but it is not impossible; in fact, it is the key element to achievement of your overall common goals.
ACHIEVEMENT FACTOR#2—EXECUTIVE BUY IN
Even with happy people, running an outsource customer support center can be difficult if upper their management doesn’t buy into an overall quality improvement plan. We have all been in a situation where we hear" the customer is important, yet we still can’t spend any money to improve the level of customer support". No new tools, and no more people. If your outsource partner is going to be successful in this business with you, your outsource partner must have a commitment from upper management to increasing quality service and measurability.
ACHIEVEMENT FACTOR#3—CALL CENTER AUTOMATION
The days of customer support and service automation are here! Your outsource partner can’t effectively run a support center using little paper to log and track calls. In fact, your outsource partner must have a solid call/problem tracking system, front end phone system, fax on demand, on-line documentation, Internet access, and such.
ACHIEVEMENT FACTOR#4—STAY IN CONTROL
The final Achievement factor to attain is to "get in control" and "stay there". Your outsource partner can do this by ensuring that each of the other achievement factors is being fully implemented, the outsource partner’s people are working hard, and are motivated. Their upper management must be supportive of the outsource partner’s plan to continually improve the quality of customer services delivered. These four "Achievement Factor" are not something that would be nice to do, rather, they are essential to success in running a customer and technical support center in any organization.