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The right outsourcing company can ease the burden off your shoulders when it comes to tackling customer service. Small business owners wear a lot of hats, and addressing customer issues can impede more lucrative tasks such as sales. Outsourcing can help you respond faster and provide better service. It can also help you scale as your business grows.

Establishing clear goals is the first step to identifying the most suitable partner. If cost savings are your main goal, have a target in mind before you begin negotiations. If you’re hoping to free up internal resources to concentrate on sales, make sure they can accomplish their job effectively in an outsourced environment; or if quality is paramount, set the standards for response times and resolution rate for first contact and satisfaction of customers.

The most important thing to think about is the language and cultural differences between you and your outsourcing partner. A change in communication style felt by long-term customers may not be a good thing and you should collaborate with your new team to develop guidelines for customer interaction, and corporate standards that will protect your brand’s values. Calls and meetings with the customer service team regularly are an excellent way to ensure that everything runs smoothly.

You can pick dedicated or shared customer service outsourcing based on the size of your organization and the number of queries you receive. Shared models are ideal for companies that don’t require large amounts of customization in response to queries, while dedicated agents can customize their approach to fit your brand.