How to work with Outsourcing Partners | Free CX Webinar

Written by:
Picture of Nora Beqaj

Nora Beqaj , Operations

We were joined by Caitlin Macrae & Kirstin Schenk from Bloom & Wild and Tim Kirchner from The Nest by Webhelp to get real about what it’s like to work with outsourcers.

Teams typically introduce outsourcing when they start to deal with ticket backlog and peaks that they can’t handle. Outsourcing can be a key part of how you build and scale a customer service function but when and how you do it is individual to your business.

Working against the clock? Here are some of the key takeaways from the webinar:

Do your research.

  • Find a partner who you can align your branding and ideals with. Not every outsourcer will be the perfect fit.
  • Use your networks to speak with people who have outsourced before.
  • Look for a good mix between peak season assistance and consider the future capabilities you’ll require.

Make it easy for your outsourcer.

  • Before onboarding with an outsourcer you need to have structured processes that they can follow from the start.
  • Find time to welcome feedback from your outsourcer on what could work better.
  • Create a database that they can refer back to and introduce them to the right team members to direct their questions to.

Develop a relationship with your partner.

  • Decide what you want out of the relationship from the beginning and communicate it clearly.
  • Find time for regular catch ups and make communication easy through shared slack channels.
  • Track your metrics to work on performance, productivity and quality together.

Understand the challenges of outsourcing.

  • Getting the right level of service at scale, dealing with evolving needs as your business grows and getting a service provider that can match your culture on an intimate level isn’t easy.
  • Have honest conversations with people who have done it before.
  • It won’t always be smooth-sailing but going in with eyes wide open will ensure you’re equipped to handle the challenges.

Hear directly from Caitlin, Kristin & Tim and learn more about their experience in outsourcing by watching the webinar.