How to Outsource Customer Service

Outsourcing has become a widespread phenomenon in the past few years. Many multinational companies contract outsourcing companies in other countries to perform certain functions for them. The most common tasks performed by outsourcing companies include information technology outsourcing (ITO) and business procedure outsourcing (BPO). Through outsourcing, companies can save a lot of costs related to their business operations because most of the outsourcing takes place in underdeveloped countries, where labour is quite cheap.

If you are looking forward to outsource your company’s customer service, you will have to follow some necessary guidelines.


  • 1

    Set your objectives

    First of all, you have to set certain goals and objectives of outsourcing. It is extremely important for you to have a few meetings with the outsourcing company’s officials in order to discuss the goals of your company with them. You cannot extract the most out of your outsourcing until or unless you properly convey your objectives to the company which will work for you. Therefore, you must set the objectives so as to make the most out of your business operations. Moreover, your goals must be realistic (which can be achieved with considerable hard work) instead of ideal (which are almost impossible to achieve). 

  • 2

    Consider the benefits

    Evaluate whether the outsourcing project will be feasible for your business or not. You will have to conduct a complete feasibility analysis before investing your money in outsourcing. If the expected benefits are more than the expected costs, only then you should invest your money. Otherwise, just drop the project and prepare another feasibility report until you get favorable projections.

  • 3

    Establish a system of good governance

    It is extremely important for you to establish a good governance system so that you can keep an eye on your outsourced operations. You can ask for daily work reports from the outsourcing company to see whether everything is going according to plan.

  • 4

    Develop a good management team

    You must have a good management team to handle all the affairs of your outsourced customer service operation. Therefore, you will have to train some of your competent employees so that they may be able to watch over the operations.

  • 5

    Evaluate the performance of your employees

    Keep evaluating the performance of the employees on regular basis. Although, it is quite difficult to evaluate the performance of the outsourced employees, you can take help of your management team.

Leave a Reply

Your email address will not be published. Required fields are marked *

1 + = eight