I’m going to outsource customer service: how does the onboarding work?

It is always nice to connect new partners to our organization. The process of becoming a customer is also called onboarding. We are often asked how this works with us.

We like to explain this in 10 steps.

1. Design a tailor-made solution

Every company is different for us. Our project manager comes to you on the shop floor and starts by looking at the current customer service setup. We give advice on what can be improved and discuss different implementation options. For example, is there a need for new software? We have extensive experience in implementing Zendesk Support Suite. The customer contact software that can handle multiple channels and even multiple brands in one system.

The core of outsourcing lies in relieving the burden. You have a certain need in your organization, and you want to fulfill that need as cleverly as possible. Our project manager will ask you questions like:

• What is the reason for the customer service need?
• What has changed? What has happened?
• Where does your organization want to go?
• What have you already done?
• Which stakeholders are involved?

2. Presentation of the proposal

Our project manager will present a proposal. Here you will find out what the project looks like, what goals have been set and what is needed to execute it. The Deming Quality Cycle is our guide for project management.

3. Presentation of the quotation

Now that the proposal has been approved, we have to agree on the cost. On this page you can already get a good price indication. The hourly rate depends on the complexity of the project, volume of hours, and the supply and demand in quality customer service staff.

4. Legal control

A creditworthiness check and company history check is routine at becoming a customer. Our organization is healthy and we want to keep it that way.

5. Agreement trial period

The first agreement is for three months. We use this time to let our organizations get used to each other and see if the collaboration goes smoothly.

6. Creating work instructions

We will start documenting your product range, organizational structure, warranty conditions, frequently asked questions, etcetera. This work instruction is used by our customer service employees (agents) to give your customers direct answers to their questions.

7. Assemble customer service team

Our project manager selects colleagues who will form the customer service team. The manager chooses based on work experience and affinity with our new partner’s industry.

8. Training of agents

Now is the time for agents to learn. Based on the work instruction, the project manager will train the agents. Our fun and efficient training methods ensure that our agents get to know your organization quickly. The project manager personally guides each agent during the first weeks in the new project.

9. Implementation and execution

Great, let’s get started. Our website developers ensure that the new customer service environment is perfectly set up, and then our agents can get to work helping your customers. While we’re on the go with the implementation, the project manager will keep updating the work instruction if there are developments in your organization, such as a new product group.

10. First evaluation interview

After the first three months, it is time for the first official evaluation interview. For larger organizations we perform an audit for this. Byteleaders reflects on the onboarding and gives advice on whether or not to extend the cooperation. If the partner is also satisfied, we offer a cooperation agreement for one year.

Comfortably unburdened – enjoy!

Ten steps to silently outsource your customer service. That’s possible at Byteleaders.