Implementing Successful Remote Customer Service Agent Programs

Customer Service Training Resource
September 29, 2012 — 1,250 views  
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Customer service managers are tasked with the difficult job of managing customer interactions and ensuring customer satisfaction. Professionals who hold management-level positions in customer service must make tough decisions about how to answer customer inquiries, complaints and concerns. 

In today's tough economic climate, many business leaders and customer service managers have chosen to outsource customer service tasks to call centers. For most businesses, utilizing a call center is a fiscally intelligent move. However, some customer service managers have lingering concerns about the overall effectiveness of using off-site customer service representatives (CSRs). The primary drawback of using off-site CSR services is simply a lack of managerial oversight. Customer service managers who are dedicated to their companies may be concerned that outside CSRs will not truly understand a company's products or be able to offer valuable services to customers. 

In most cases, off-site call centers do a very effective job of answering consumer calls and handling consumer concerns. Call center employees are trained to provide a high level of service to all customers. Call centers also provide their employees with product and company-specific information that can be used when answering consumer calls. 

Setting up and managing a successful offsite customer service agent program doesn't need to be difficult. Customer service managers should complete the following steps to ensure that an off-site call center is able to fulfill their customer service needs. 

Create a Value Proposition

Customer service managers and business leaders should create a value proposition outlining how an off-site call center can benefit their business. Be sure to show this proposition to potential call centers to get a sense of fit with your overall needs and company values.

Evaluate Call Center Background and Reputation

When choosing a call center, be sure to ask for references. Evaluate the feedback of other clients. You should also weigh the length of time that the call center has been in business and whether or not it has a reputation for training employees thoroughly and treating them well. 

Look for Call Centers with Industry-Relevant Experience

If you work in a high-tech field, you may wish to choose a call center with depth of experience in your particular industry. Check with the call center to see if they recruit and hire staff with specialized knowledge in your field. Only hire a call center if you are satisfied that their staff will be able to handle challenging troubleshooting tasks. 

Customer Service Training Resource