To stay ahead, U.S. corporations look for methods to save money and satisfy customers. Outsourcing customer service is a good trend. Consider that you’re running a marathon and want to focus on finishing. Outsourcing customer service is like having a cheering squad that hydrates and fuels you so you can focus. At some point, they can even offer themselves as extra hands when your workforce is overloaded.
However, like any good team, you need a clear game plan. Enter the Service Level Agreement (SLA). This article discusses the critical role of SLAs for customer service outsourcing success, and how Big Outsource can help you implement them effectively.
SLA: The Backbone of Your Outsourcing Partnership
The SLA is a formal agreement between a business and its outsourcing partner that spells out the roles and responsibilities of each party and the expected levels of performance during the relationship. It specifies how quickly they will answer calls, how many emails they will handle each hour, and how satisfied your consumers should be.
Consider it your outsourcing manual. It minimizes misunderstandings, keeps everyone on the same page, and ensures your clients get great service.
Why SLAs Matter
An even tight SLA is needed when you hire someone else to do your customer service, especially in a foreign land like the Philippines. Sets clear goals, helps with communication or cultural gaps, and makes sure you get the most for your money.
An SLA is useful for more than just setting performance goals; it also gives you a way to measure progress, find places to improve, and make sure that everyone is working toward the same goals. To get the most out of the partnership when outsourcing customer service to companies like Big Outsource, you need a well-structured SLA.
Why SLAs are the Heart of Outsourcing Customer Service
Think of outsourcing your customer service as hiring a star athlete to join your team. While you want them to perform at their best, you still need to make sure they’re always in top shape. That’s where the SLA steps in – it’s like the training regimen and performance goals that keep your offshore staff at the top of their game.
Benefits of Having SLAs
Here are the benefits you can reap from crafting well-defined SLAs.
Sets Clear Expectations
Let’s face it, misunderstandings can derail any relationship, especially when it comes to business. SLAs clearly outline what success looks like by:
- Key Performance Indicators (KPIs): These are the measurable goals your outsourcing partner needs to hit. Think of them like stats in a sports game – things like how quickly they answer the phone (average handling time), how often they solve problems on the first try (first contact resolution rates), and how happy your customers are overall (customer satisfaction).
- No Ambiguity: With clear KPIs, there’s no room for confusion. Everyone knows what the target is and how they’re being measured.
Improves Cost Efficiency
One of the biggest reasons companies outsource is to save money. But let’s be honest, you don’t want to sacrifice quality for cost. A well-crafted SLA is your insurance policy. It ensures your outsourcing provider is delivering top-notch service at a price that makes sense.
- Accountability: The SLA holds your provider accountable. They know they need to meet those KPIs to keep the partnership going strong.
- Proven Results: Companies like Big Outsource have a track record of delivering high-quality service at a fraction of the cost of an in-house team. With an SLA, you can be confident you’re getting that same value.
Happy Customers Equals Happy Business
At the end of the day, your customers are the heart of your business. A good SLA ensures that even when you outsource, your customers are still getting the red-carpet treatment.
- Customer-Focused Metrics: SLAs can include things like customer satisfaction scores and Net Promoter Scores (NPS), ensuring your outsourcing partner is prioritizing your customers’ happiness.
- Building Strong Relationships: In today’s competitive market, customer loyalty is everything. By focusing on customer experience in your SLA, you’re setting the stage for long-term success.
Key SLA Metrics: The Customer Service Scorecard
It’s important to choose the right metrics to measure the performance and success of the hired customer service team when writing a SLA. Here are the most important SLA measures to think about:
Imagine you’re coaching a sports team. You definitely want your squad to win, but how do you know if they’re on track? You keep score! In the world of outsourcing customer service, your SLA is the scoreboard. It tracks the key metrics that tell you if your team is playing a winning game.
Let’s break down the most important metrics to include in your SLA:
- Response Time: The time it takes for customer help to answer a question.
- Resolution Time: The average amount of time it takes to fix a problem for a customer.
- First Contact Resolution (FCR) is the number of problems fixed in the first conversation.
- CSAT stands for “customer satisfaction,” which directly measures how happy customers are with the service they receive.
- Uptime and Availability: If the outsourced team is in charge of live chat or phone help, uptime is a key metric that makes sure service is available at the times that were agreed upon.
These metrics are more than just numbers on a page. They’re the tools that keep your outsourcing team focused, motivated, and aligned with your company’s goals. They help you identify any issues early on so you can take corrective action and keep your customers smiling.
Your SLA is a living document. It should be reviewed and adjusted regularly to ensure it’s always reflecting your current needs and goals. By keeping a close eye on these key metrics, you can ensure your outsourcing partnership is a winning one for everyone involved.
Big Outsource: Your Partner in Delivering Top-Notch Customer Service
Setting up a strong SLA is important, but picking the right outsourcing company is even more so. Big Outsource stands out as a top partner for U.S. businesses that want to improve their customer service. This is why:
- Highly Skilled Filipino Talent: People all over the world know that the Philippines has very skilled workers, especially in customer service jobs. Filipino workers offer excellent customer service at a reasonable price because they speak English well, understand Western markets, and are culturally compatible with them.
- Cost Efficiency: When businesses outsource their customer service to Big Outsource, they can save up to 60% on their running costs. Businesses can better use their resources in the Philippines because of the lower cost of living and lack of overhead costs like office space and employee perks.
- Data Security: In this digital world, it’s very important to keep customer info safe. International data security standards are followed by Big Outsource, which means that your customers’ private information stays safe.
- Flexibility and Scalability: Big Outsource has options that can grow with your business, whether you’re a startup looking to build a small customer service team or a big company that needs to quickly expand your operations. SLAs are very important for handling these changing needs because they give operations clarity and structure as they grow.
SLAs are what make any customer service outsourcing partnership work. They make sure that goals are met, costs are kept in check, and the quality of service stays good. When you work with a reliable outsourcing company like Big Outsource, you can obtain expert staff, save a lot of money, and make customers happier.
Achieve Customer Service Excellence with Custom SLAs from Big Outsource
Big Outsource has been helping businesses improve their customer service for more than ten years. Over 200 people work for us, and we specialize in outsourcing IT and digital marketing. We’re dedicated to meeting your company’s goals. A testament to this is Clutch.co’s naming us as #1 Outsourcing Partner for SMEs.
Having a clear SLA will boost your customer service standards, leading to better customer satisfaction and hitting your KPIs. Schedule a free consultation with Big Outsource today, and discover how they can craft a winning SLA and create a custom solution that’s perfect for your business. It’s time to experience the benefits of outsourcing done right!
