Face Your Hang-ups

On one hand, outsourcing may give customers speedier access to agents, which will contribute to customer satisfaction and lower your call-abandonment rates.

On the other hand, ensure that the outsourcer’s customer service levels align with your own. This requires forming a strong relationship with your outsourcer, asserts Spaide. He suggests communicating with your outsourcer at least through the third and fourth fiscal quarters to establish the service level you’re aiming for, even during non-peak times. He also advises training and measuring third-party call center agents in the same way as you would your in-house staff.