Talent for customer service is considered to be an important requirement. But even more important is the ability to bring in the results, which in customer support outsourcing lingo is CSAT.Continue reading
The problem with most customer service outsourcing companies is that they do not show the required consistency when it comes to attending customers. The level is not the same across all agents because some are experienced and some are not. Some are polite and some are naturally aggressive. The lack of uniformity in the quality of support often leaves customers befuddled. After a very good experience with an agent, they expect the same from the next one. But when the experience is inferior, they often lose faith in your brand.
If your competitors have decided to outsource customer service and you want to do the same, then do it for the right reasons and not just follow into their footsteps blindly. Continue reading