How do you improve customer satisfaction with offshore agents?

1 Hire the right people

The first step to improving customer satisfaction with offshore agents is to hire the right people for the job. Look for agents who have excellent communication skills, cultural awareness, problem-solving abilities, and a positive attitude. You can also use assessments, interviews, and references to evaluate their skills and fit for your brand.

2 Train and coach them well

The second step to improving customer satisfaction with offshore agents is to train and coach them well. Provide them with comprehensive and ongoing training on your products, policies, procedures, and expectations. Use various methods, such as e-learning, webinars, simulations, and feedback, to reinforce their learning and performance. You can also assign mentors, supervisors, or quality assurance specialists to support and guide them.

3 Empower them to solve issues

The third step to improving customer satisfaction with offshore agents is to empower them to solve issues. Give them the authority, tools, and resources to handle customer inquiries and complaints effectively and efficiently. Avoid excessive scripting, micromanagement, or escalation procedures that can frustrate both the agents and the customers. Instead, encourage them to use their judgment, creativity, and empathy to find the best solutions.

4 Monitor and measure their results

The fourth step to improving customer satisfaction with offshore agents is to monitor and measure their results. Use metrics, such as customer satisfaction scores, first contact resolution rates, average handle time, and net promoter scores, to track and evaluate their performance. You can also use surveys, reviews, feedback, and testimonials to gather customer insights and opinions. Use the data to identify strengths, weaknesses, opportunities, and threats, and to make improvements accordingly.

5 Reward and recognize them

The fifth step to improving customer satisfaction with offshore agents is to reward and recognize them. Appreciate and acknowledge their efforts, achievements, and contributions to your business. You can use incentives, bonuses, prizes, certificates, or public praise to motivate and retain them. You can also provide them with career development opportunities, such as promotions, transfers, or learning programs, to help them grow and advance.

6 Communicate and collaborate with them

The sixth and final step to improving customer satisfaction with offshore agents is to communicate and collaborate with them. Maintain regular and open communication with them, using channels such as email, phone, chat, or video conferencing. Share your goals, vision, values, and feedback with them, and listen to their ideas, suggestions, and concerns. You can also foster a sense of teamwork and culture by creating online communities, forums, or events where they can interact and socialize with each other and with you.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?