Outsourcing services is a strategic decision that every business must take into consideration. However, some Western countries, such as France, have reservations about partnering with an offshore company because of the fear that the provider will not be able to uphold their local communication and service standards. Still, it remains to be one of biggest steps you can make to enhance customer service solutions. By having a team of agents who are highly skilled and trained to communicate with clients, you can expect more loyal customers to come into your business.
It’s important to look at the advantages and disadvantages of outsourcing to shed light on what might be holding you back from venturing into this move. Keep your hesitations at bay by working around these three qualms:
1. Quality of service
Keeping a level of excellence is important. The values and goals of your business must roll out in all your company’s departments, including your offshore partner. This is needed to create consistency in handling your French-speaking clients from different parts of the world.
To guarantee excellent service, you must carefully screen vendors who are interested in managing your customer service department. Ensure that their principles and goals are aligned with your business to guarantee that both parties are heading towards one direction.
2. Cultural difference
A major concern of French companies in outsourcing is the cultural difference. Europeans and Asians have a lot of contrasting characteristics. However, this wouldn’t hinder a good relationship if communication lines between you and your partner overseas are open. Also, you must be clear in the early stages of the partnership that you want your account to be handled by fluent French-speaking agents. This guarantees that your customers won’t have a hard time in communicating their needs.
3. Work environment
In order to have a successful business, everyone in your partner firm–from the CEO to the entry-level workers—should have good work ethics. This is why your partner overseas must also have the same professional values to ensure that all departments are heading toward one goal.
Your business operations unit and customer service department must work in unison to maintain consistency in delivering services and achieving the desired results. So, familiarize yourself with your partner’s internal business practices such as hiring and training procedures. This can give you a glimpse of how well their policies are aligned with your company.
These factors might be the reason behind your doubts about outsourcing. It’s important to know that these can be easily discussed once you decide to take your business to the next level. What causes your apprehensions about outsourcing services? Share your thoughts.