How do you maintain quality when outsourcing support?

1 Choose the right outsourcing partner

The first step to maintain quality when outsourcing support is to choose a reliable and reputable outsourcing partner that aligns with your goals, culture, and standards. Do your research and compare different options based on their experience, expertise, reputation, pricing, and communication. Ask for references, testimonials, and case studies to verify their track record and performance. Look for an outsourcing partner that can provide trained and qualified agents, robust technology and infrastructure, and transparent and frequent reporting.

2 Define clear expectations and guidelines

The second step to maintain quality when outsourcing support is to define and communicate your expectations and guidelines to your outsourcing partner and their agents. This includes setting specific and measurable quality criteria, such as response time, resolution rate, customer satisfaction, and feedback. It also involves providing detailed and updated documentation, such as scripts, FAQs, policies, and procedures, that your outsourced agents can follow and refer to. Additionally, you should establish clear and consistent communication channels, such as email, phone, chat, or video, to share information, feedback, and updates.

3 Monitor and measure quality regularly

The third step to maintain quality when outsourcing support is to monitor and measure the quality of your outsourced agents on a regular basis. This can be done by using various methods and tools, such as quality assurance software, customer surveys, mystery shopping, call recording, and analytics. You should also review the reports and data provided by your outsourcing partner and compare them with your own metrics and benchmarks. By monitoring and measuring quality regularly, you can identify strengths, weaknesses, gaps, and opportunities for improvement.

4 Provide feedback and coaching

The fourth step to maintain quality when outsourcing support is to provide constructive and timely feedback and coaching to your outsourced agents. Feedback and coaching are essential to help your outsourced agents improve their skills, knowledge, and performance, as well as to motivate and engage them. You can use the results of your quality monitoring and measurement as the basis for your feedback and coaching. You can also collaborate with your outsourcing partner to design and deliver training programs, webinars, workshops, or other learning resources for your outsourced agents.

5 Reward and recognize quality

The fifth step to maintain quality when outsourcing support is to reward and recognize your outsourced agents for delivering quality service. Rewarding and recognizing quality can boost the morale, loyalty, and retention of your outsourced agents, as well as encourage them to maintain or exceed their standards. You can use various incentives and rewards, such as bonuses, gift cards, certificates, badges, or shout-outs, to acknowledge and appreciate your outsourced agents. You can also create a culture of quality by sharing best practices, success stories, and customer testimonials.

6 Involve and integrate your outsourced agents

The sixth and final step to maintain quality when outsourcing support is to involve and integrate your outsourced agents as part of your team. This means treating them with respect, trust, and fairness, and giving them a sense of belonging and purpose. You can also involve and integrate your outsourced agents by inviting them to participate in team meetings, events, or activities, by soliciting their feedback and suggestions, and by providing them with opportunities for growth and development. By involving and integrating your outsourced agents, you can foster a strong and positive relationship that supports quality.

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?