To get an even better idea of whether or not you’re getting savings, you can always seek quotes or take bids from other vendors — see where you can save or get more efficient. But be up front with the companies bidding, so they understand the situation — submitting a bid is a significant time expenditure for companies. At GlowTouch, we offer a free vendor assessment service, including cost comparisons, to make the process easy.
2. Are Your Risks Properly Managed
Customer support partners must manage and reduce your risks. Here’s what that looks like:
- Secure facilities — both physical and cyber security are necessary to ensure only appropriate employees get appropriate access
- 24/7 on-site backup power generation
- Multiple, redundant Internet service providers
- Stable staffing — will employees always be able to get to work?
- Company-provided transportation — a must if employees don’t have cars (which is the case in many developing countries, such as India) and can come in crucial, especially if local public transportation is down
- Company-provided employee housing — expected by employees in many parts of the world
3. Would Adding Vendors and Locations Reduce Risks?
For many companies with sizable operations, it’s wise to use multiple outsourced vendors — in other words, don’t put your eggs all in one basket.
Weather-related events and labor-market disruptions can be key factors in many parts of the world, but if you have multiple teams across the globe, you can almost always have at least one location up and running. And, having access to multiple locations and teams makes covering high volumes and multiple time zones much easier.
Last, having multiple vendors can reduce risks and improve efficiency, as you can test different channels and types of contacts with different vendors to identify your optimal setup.
If you have one vendor in one place, it might make sense to diversify your support investment.
4. Are Your Customers Satisfied?
If you shift or add support through an outsourced partner, keeping staffing levels steady, your partner should match your customer satisfaction numbers after a short ramp-up time.
While cost efficiency and customer satisfaction (as measured by CSAT, NPS, star ratings or otherwise), are often a tradeoff based on how many staff and budget resources you can allocate, your support vendor has to meet whichever (realistic) standards you select. In some cases, an outsourced vendor can actually increase customer satisfaction. If your partner’s resources are less expensive and more efficient than an in-house team, you can see faster resolutions and higher satisfaction.