5 Keys to Quality Outsourcing: Part 3

The third key to quality outsourcing is working with people who perform beyond expectations.

Call Center Quality Assurance

How can you find a fulfillment house that will treat your customers with exceptional care? Any company will tell you they do a great job. But if call center quality assurance is critical for your brand, you must have complete trust and confidence in your outsourcing partner.

Call center quality assurance is near and dear to our hearts here at USA Fulfillment, which is why we’ve been blogging about the “5 Keys to Quality Outsourcing.”

Previously, we discussed the bottom-line importance of protecting your brand. The best outsourcing partner will do that by treating your customers to “high touch” service at all times. We also talked about how customized services elevate your outsourcing experience as well as your customers’ purchasing experience. But when it comes to customer care, the people who answer the phone — or converse electronically with customers – can literally transform everyone’s experience.

Quality Assurance Key #3: People that perform beyond expectations

Your customers expect and deserve friendly, easy conversations with experienced, professional agents who are deeply knowledgeable about your products. That way they can advise and recommend, not just type in the customer’s order. A call center that can routinely upsell and cross-sell products is a revenue-producer for your company, not just another operations expense.

Your customers also crave convenience, so high touch call center staff are available around the clock, via phone, live chat, or email.

All this takes people who love what they do and are driven to please each of your customers, every time. Our USA Fulfillment team gets that, because our company is 100% employee owned. We can’t succeed unless you succeed, and we know delivering exceptional customer care is the key. We have the know-how and experience to do that, because our turnover rate is very low.

There are many ways you can actually quantify our high touch service. For example:

• We answer calls in 20 seconds or less. Other call centers average 30 seconds. People hate waiting. Imagine the branding benefits when your customers don’t languish on hold.
• Thanks to faster response times, our call abandon rate is half the industry average – less than 1.5% compared to 3%. Imagine what an extra 1.5% in sales could do for your bottom line.
• We consistently attain near-perfect order accuracy and fill rates. Imagine more delighted customers.
• Our inventory accuracy is near-perfect, too. Imagine sales instead of shrinkage.

Customer care that is handled in a personable and personalized fashion builds brand loyalty. That increases sales and lifetime value. Of course it takes more than fabulous people to deliver call center quality assurance. You can learn more secrets to finding the perfect fulfillment partner by downloading our free e-book. And watch for our next blog to learn more about the fourth key to quality outsourcing – facilities and back-end operations that rock the details.