Springtime: Is it time for an “Off-shore” House Cleaning?

Springtime is our favorite time. It means planting & growing, recommitment, rebirth and even “house cleaning.” From a business perspective it can also mean “planting seeds of change” to a total house cleaning when examining your Off-Shore Contact Center business and results. Why? You’ve launched your new 2012 plans and projected results, and now we are solidly into the 2nd quarter of the year. So where are you in terms of results vs. plan? Answer a few questions to check your “compass” as far as your goals and how “Customer Centric” your Off-Shore Contact Center is doing.

• How is the “Cultural Alignment” between your Off-Shore Contact Center and your customer? Are the agents truly qualified? Do your agents have a strong command of the English language? Are they easy to understand and be understood? Are inbound calls handled properly and are issues resolved first time? Are the agents focused on your products and brand? Is it a good environment where people are smiling and truly helping your customers?
• How is the “Quality of the Infrastructure’? Does your Off Shore Contact Center possess the best tools and technology to satisfy your customers and you?
• How responsive and involved is the upper management of your supplier? Are they actively involved in your business, or are they focused elsewhere, now that they have your business?
• How “Brand Centered” is your Off Shore Contact Center? Do they really know your brand, its position and customer benefit/promise, or are they just trying to “get to the next one’?
• How are improvements implemented at your Off-Shore Contact Center after all the data collection, metrics and performance analysis are presented to you and your management? Is your Off Shore Contact Center pro-active and frequent in their recommendations for improvements?

We could list a few more questions, but the purpose of this short article is to get you to do a little inspection to answer this question: Does your Off Shore Contact Center need just a little “planting seeds of change” or might you need to consider a Spring House Cleaning? Either way, it’s about continuous improvement to keep your customer satisfied and coming back to you over and over again.

(As a reminder, Centris is high quality North American Contact Center outsourcing partner focusing on delivering accountable, predictable, transparent, consistent and verifiable results that help your company not only obtain the expected bottom line efficiencies but also enhance overall Customer Experience, Brand Loyalty, Retention and if applicable, Top Line revenue growth.)