Dan Strickland Writes: Should An E-Commerce Business Outsource Customer Service?
There are many debates in our industry regarding the best way to deal with customer service for your business. As we know, this is a service element that must be handled with care, if done poorly – it could dramatically affect the sales and life of your online business.
Please share your professional thoughts on successfully evaluating and integrating customer service – best practice approach to your online business. Additionally, what are your thoughts on Outsourcing vs. In-House customer service departments, is it a good idea or an expense hog – let us know what you think?
Use the following outline to assist with writing your response (utilization is not required). You may expand on any question listed below (in any order):
A. Researching: Where do you go to discuss outsourcing Customer Service needs?
B. What Are Some Of The Questions That Should Be Asked of A Provider?
C. Should You Implement Internally, If So, Why?
D. How Much Will It Cost To Outsource vs. In-House Operations?
E. Other Thoughts are Helpful
Best Regards,
Dan Strickland
Marketing & E-Commerce Consultant
Portland, Oregon USA
Good Answers (1)
David N
Credit Operations Management at State Farm Bank
Best Answers in: Customer Service (3), Organizational Development (1), Personal Debt Management (1)
Good questions. You first need to assess the demographic make-up of your customer base, their servicing needs and the level of service that is expected.
Then, you will want to determine the caliber of service representatives that you are able to hire in your location and the cost associated with maiking the in-house investment, ie, phone systems, hiring, training and on-going management.
Next, look at options in the marketplace for out-sourcing. For start-up operations, out-sourcing is typically your best bet from a cost perspective.
Questions you should ask a provider include:
Length of time in business?
Number of associates?
Ability to increase/decrease staffing based on call volumes?
Average tenure for associates?
Screening, hiring, and training processes?
References from other clients?
Percentage of their business that is reliant on your program?
I hope this is helpful. If I think of anything else, I'll add to this.
