Want to provide effective customer support? You can do this with ease! But only if you have qualified employees who are proficient enough to deliver wow support experience. And it really matters as customer care have an enormous influence on a public image of your brand.
The statistics show that 70% of customers abandon a company due to low-quality service.
Customer support representatives are the face of the company. Hiring the best agents equipped to work directly with the customers is crucial for your business growth. But finding talented candidates is easier said than done. Especially, if you want to recruit outsourcing customer agent/company.
In this article, we’ve gathered some tips on how to select the best experts for this role. Let’s discuss how to hire customer service representative and what characteristics are important to consider.
How to hire customer support agents: what takes into account
What are the main responsibilities of support representatives? To be the face of your brand and increase customers loyalty. But there still are businesses that pass by the importance of hiring expert employees.
The business life is too fast-paced, and the positions need to be filled right away. As a result, the phones get answered by unqualified agents. In fact, it’s better to leave this call unanswered than to let incompetent support representative respond to it incorrectly.
Selecting a perfect candidate for this position is like looking for a needle in a haystack. Thus, we’ve created this article to help you find out how to hire customer support agents. First of all, you should set some criteria to narrow down the pool of candidates. Here’s what to take into account:
- Professional background. Your potential employee should have experience of working at customer service. It can include anything from answering calls to servicing customers at the shopping space.
- Skills. Even for an entry-level job, you need to hire a person with some essential customer service skills such as diligence, politeness, understanding of your specific industry, interpersonal skills, etc. What is more, customer support representative must be able to provide support on various channels including phone, live chat, email and social media.
- Personal traits. To find someone who can take care of your clients in the best possible way, hire polite, empathetic, hard-working person. A potential agent has to be interested in your brand and fit in with your team.
- Positive attitude. This characteristic may sound obvious, but it’s crucial to anyone working in customer support. A representative of your brand has no right to complain to clients about their problems or bad days. In fact, agents must convince a customer that your company can fix any problem, no matter what.
- Enthusiasm. Are the candidates just searching for a new job or do they really want to work for your company? There’s nothing bad about a person who just wants to land a job. But between an apathetic agent with more experience and someone less qualified who would be excited to join your team, the choice is obvious.
To make sure that the potential candidates or members of outsourced customer service are a great cultural fit with your company, you should see whether they capable of doing the actual job or not. The most effective way to do this is giving them a test job.
When it comes to customer service outsourcing, sometimes it can be the best approach to organizing your support. For companies with a seasonal operation, support capacity can vary enormously during the year. In this case, choosing an outsourced company that offers compelling customer care using the latest innovative tools is a wise decision. Especially, when you aim to get a solid support team at the reasonable price and have no time for a long-run hiring process.
The selection of the best candidates, conducting interviews and providing organizational socialization can take a lot of time. Experienced outsource customer support allows to manage the work of the client care without over-hiring or letting agents go in the low season.
What is outsourced customer service and how to find a perfect one
Choosing the best of the best is only a beginning of a long way to an ideal customer support representative. The selected candidate needs to be trained, onboarded, coached, and inspired to deliver powerful customer care. Fortunately, you can outsource customer support to a reliable team that will represent the values of your brand and always make the customer their highest priority.
Business process outsourcing is a large-scale industry that makes $135 billion profit a year. Customer support outsourcing is just one of the various types of work which can be outsourced. If there is a task that can be done much better by a third party, or your business doesn’t have the required number of team members to cope with it right away, outsourcing can come in handy and become a cost-effective solution.
8 tips to choose outsource customer support company
So what is outsourced customer service? It doesn’t always mean cheap out-of-date call center. Modern outsourcing customer services fully integrate online, mobile and landline communications. It can become flexible extensions of your own team or your faithful remote partner.
It’s not a secret that providing wow customer experience is a huge part of your company’s success. So if you’re considering hiring a suitable outsource customer service, it’s significant to do it well. And here are some tips on how to choose a qualified team and outsource support successfully:
Outsourcing is not just about cutting costs. It’s also about completing tasks efficiently and maximizing workforce flexibility. Hiring outsource customer support company is one of the most significant business trends, and there are a lot of services that help you ride the wave. Just choose the right one wisely!
