Customer Service Outsourcing Teams: Roles & Functions
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot Research)
It is essential to be able to find a customer service outsourcing provider that can provide excellent client management and service delivery. If you are planning to outsource customer services, it is important to know the people that make a customer service outsourcing team. The following are customer service outsourcing roles each have designated functions critical throughout the customer journey:
Customer Support Associate
Customer Support Associates are responsible in providing the first point of contact of customers.
They manage both outbound and inbound phone calls, assist customers in preferred communication channels such as calls, emails, messaging or social media, lead generation, maintaining customer satisfaction, building trust-based relationships, reports generation, meeting personal/customer service team sales targets and call handling quota, handle issues and provide resolutions, maintain a customer interaction and records database and other assigned and related roles.
Customer service outsourcing specialists need to have excellent interpersonal skills, active listening and customer-care with focus on quality, problem solving, and analyzing information, basic computer and operating system knowledge, and documentation skills.
For key customer service outsourcing skills, read our previously published article.
Team Leader
Team leaders provide overall support to their team members. They are responsible in overseeing and monitoring the day-to-day functions and daily operations of the team. They therefore need to have the ability to identify objectives, problems, analyze and interpret data, draw valid conclusions, and make sound decisions.
Also, the team leader assists the team members on workflow processes and ensures timely, accurate, and efficient processing of tasks given by the client.
Team leaders are responsible in motivating the team and enforcing continuous learning and training for both new and current customer service specialists. This person will report directly to the Service Delivery Manager.
Service Delivery Manager
Service Delivery Managers act as the dedicated point of contact of the client and the customer service outsourcing team. They are also responsible in overseeing and managing the daily operations of the offshore team.
Service Delivery Managers need to be exceptional at team building and employee retention management, quality management and continuous performance/process improvement. They also should also provide solid analytical, logistical and resource planning skills and be available for assistance to the client and the customer service outsourcing team.
At Connext Global Solutions we believe in our people and our leaders. Part of our service is giving our clients access to the best trained and most experienced service delivery managers in the entire business process outsourcing industry.
Customer Service Director
The Customer Service Director gets onboard with the client on the customer services process and guides internal teams to collaborate and provide innovative solutions for improving business processes.
Customer Service Directors prepare Service Level Agreements between the provider and the client and ensures that expectations and project management are met. They also demonstrate expertise in cultivating and maintaining relationships with client organizations.
Quality Assurance Specialists
The function of a Quality Assurance Specialist is to be able to provide Quality Control on daily operations such as inbound or outbound calls to ensure client engagement and satisfaction. This means being able to apply Quality Assurance (QA) methodologies and provide process and test documentation such as test cases, checklists, and so on.
IT Support
IT Support personnel have proper technical knowledge to assist and resolve both client and employee-related troubleshooting queries, from technical to process queries. It is important that your customer service outsourcing partner provide responsive 24/7 technical support.
IT Support personnel ensure metrics critical to daily customer service outsourcing operations such as turnaround time, number of Resolved tickets or issues are met.
Connext Global Solutions provides Customer Service Talent Acquisition, Training and Management
Connext Global Solutions is a business process outsourcing provider that builds industry best customer service outsourcing experience through our commitment to management philosophy and leadership development at all levels.
Connext Global Solutions handles customer service outsourcing talent acquisition, management, and training for you. The company actively sources offshore talent required by the client. Comprehensive assessments, screening, testing, and interviewing are conducted by Connext, ensuring the client the highest level of talent from the pool.
Clients can build their own team of outbound specialists and telemarketers whose tasks can range from answering incoming calls, probing, obtaining and verify information for incoming calls, answer billing, service status questions and other customer inquiries, and more related roles.
Our customer support specialists undergo a comprehensive and meticulous training process to ensure key skills are adopted into the customer service outsourcing experience.
Connext Global Solutions – People and process management through Outsourcing
Outsourcing enables businesses to screen from a pool of talented and skilled employees. With the right outsourcing provider, clients can have a dedicated offshore team of employees who have highly specialized skills perfect for providing industry-specific business support.
The Connext offshore team of industry experts include the following:
- Senior CPAs, CPAs, Staff Accountants, and Accounting Techs
- Real Estate Title and Escrow Specialists
- Information Technology/Web Developers and Administrators
- Nurses and Healthcare Claims Processors
- QA and Data Analytics Specialists
- Graphic Designers and System Engineers
- HR and Payroll Service Professionals
- Technical Support
- Underwriters
- Data Entry Specialists
- Customer Service Representatives
- and More
Outsource to Connext Global Solutions today.
