BASICS OF CUSTOMER SERVICE OUTSOURCING ENGLISH Carmen Beiner

BASICS OF CUSTOMER SERVICE OUTSOURCING ENGLISH Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

COMPLETE. PARTIAL. ON-SITE There a couple of possibilities if you are planning to engage an outsourcing-partner "Complete outsourcing": Every customer contact is in the hands of the service partner. If you outsource all processes like onboarding, deactivation, billing, complaint management - then it is almost Business Process Outsourcing. That requires extensive preparation. "Partial outsourcing". You keep a certain volume in-house, in your own responsibility. A good idea is to handle most of the volume yourself and outsource the load peaks or the Sunday shifts. Outsourcing as an "on-site solution” (or so called in-house outsourcing). That means, that the employees of the outsourcing partner work in your own premises. This solution provides the advantage of the flexibility of an outsourcing partner and you have all employees in-house. Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

PHASES OF OUTSOURCING 1. Calculate the volume: Calls, Handling times 2. Define quality requirements 3. Define the duties: Inbound / Outbound, service / sale, complaint handling How is the outsourcing issue linked with other activities 4. Make a shortlist of outsourcing-partners and a pre-selection. Try to get as much information as possible. Select five of them with the absolute must-have criteria: 5. Criteria catalogue • Should be established in your region (the more quality requirements you have, the more often you have to be on site. ) • Look at the recruitment procedures (telephone interview, assessment center), training (> 5 % of work time) and qualification of the outsourcing-partner. • Ask about turnover (< 15 %), absenteeism (< 8 %). • Do they have a transparent quality management system, what are escalation procedures • Is the company certified? , Look at the experience (references) and the size (minimum 50 agents) • Google them: management, corporate vision, comments. • What kind of data security do they have? Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

PHASES OF OUTSOURCING 6. Make an advertisement. Keep it structured and clear. - Company information - Contact person - Project data: Duties, estimated call volume, average handling time - Operating hours, peaks - Requirements for quality management and reporting - Technical connection, requirements for data exchange, data protection 7. Calculate costs: You need a very clear picture of the costs: usually you have costs for the first initialization, ongoing fixed costs and variable costs. Call Centers always want to be paid per minute handling time. One minute shouldn’t cost more than 70 ct incl management costs. 8. Presentation: There should now be a shortlist of three candidates. Make an appointment at their location. Invite the manager and project manager. Schedule 90 to 120 minutes for the presentation and Q & A sessions. 9. Make on-site inspection: Talk to the employees: do they have an excellent service orientation, friendliness and courtesy? Do they have good communication skills and an unbureaucratic work ethic? 10. Close a contract: Make a framework agreement and a project contract. In the case of other projects or even modifications you can react faster and more flexible. Strictest confidentiality must be guaranteed in the contract (confidentiality agreement (CA)) 11. Implement processes Incl access to tools Note: if you have small volumes at the beginning an outsourcing-partner is usually expensive. It depends on the local costs. About 70 % of the costs of a call center service provider are personnel costs. Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

CONTRACT General - framework contract for all entities in the organization - Outsourcer must be invisible to the outside, must act as brand HR - Mother tongue - Share of bilingual English + mother tongue min 10% - highly service oriented, consultancy's mentality (make customer successful) - Friendliness, Flexibility - written and verbal skills (especially spelling skills) - Outsourcing Partner names all people working for the project - Prohibit enticement of employees by Outsourcing partner - guaranteed 10% plus on minimum wage Skill set for Sales - Passion for high volume cold calling with at least 2 years of experience - Proven closer with a track record of success - Customer focussed, conversational and engaging attitude - Hard working, motivated and hungry to succeed - Team player with the ability to contribute to a fast paced team oriented environment - Able to learn and implement new and exciting sales strategies Training - training cycle must be in place: identify training needs, set objectives, training material, execution, evaluation, examination, must be once a week, independently, regularly, verifiably - Double check of Service Quality must be in place (i. e side by side coaching) - Company is allowed to train agents themselves directly Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

CONTRACT Site - In the country, best in same city - For prohibition of Sunday's work as per law in your country, choose site as backup that is located in a country with language skills on mother tongue level (Austria for Germany etc. ) - don't allow sub contracts with other companies IT / TK - Internet connection, Hard and Software must be there- Backup system, redundancy setup, fail-safe stability / reliability 99, 8% per month Contacts - Cover all channels, no matter if you have them (internal tickets, Email, Chat, Call, SMS, Fax, Letter, Video, Whatsapp) - Include outbound calls - Include all aftercall handling - Possibility to change projects in- and outbound via email with same conditions Termination - Termination notice 2 months end of month, Probation time of 6 months with 2 weeks notice Data security - confidentiality of the data: technologically, financially, operational, applies unlimited after the end of the contract - utmost care of data, additional contract § 11 BDSG (EUROPE) - all rights reserved (applies to all documents, training material, etc) - Outsourcing partner undertakes not to disclose any details which he learns in relation to an agreement and to take the necessary measures in order to keep these details confidential. Competors - Exclusivity, no contracts with competitors Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

CONTRACT Performance/Service - answering of 99% of all phone contacts, thereof 95% in 20 sec - answering of 99% of all E-Mails, thereof 95% within 12 hrs. - answer VIP contacts within 1 h - answer 95% of all Chats, thereof 100% in real time - 100% work on system created ticket eg fraud - 10% of all after contact handling (documentation in CRM, callbacks, internal request to second level) - call backs on own costs (except phone bill costs) Service hours - depends on segment / customer group. Very good service hours are - Mon - Sun 8 am - 10 pm - Mon – Sun 7 am – 12 pm for Premium Services Statistics /Reporting - daily update vial email: amount of contacts overall, contacts taken, % anwered in 20 sec. via phone, % answered in 12 hrs written, NPS oor CSAT Scores - daily CSV file - weekly CSV file - shared CRM Dashbard as basis for invoice Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

CONTRACT CRM - Documentation of 100% of contacts in CRM System. - Use of CRM system Payment - paid by contact, not by minute of handling (amount of calls, mails etc incl all after contact handling and management costs) - 70 -90 cent per minute incl everything (management fee) inspection - inspect at any time possible. - live view on staffed employees - live reporting of contact queues, especially pipelines, waiting customers, serivcelevel, backlogs, abandoned customers in queues Bonus Malus - -10 to +10% of cost per contact on NPS, CSAT Management - one single point of contact as project manager and the one responsible for all issues and decisions in operative, daily work - one responsible trainer Exclusive agents - not needed (makes it cheaper), but should not be more than 2 other companies Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

SERVICE CULTURE AND SERVICE RULES Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/

THANK YOU FOR LISTENING CARMEN BEISSNER Carmen Beißner| www. TALOOB. com | 2019 Free private and commercial use Follow us: https: //www. linkedin. com/company/taloob/