Monitoring quality after partnering up with a reliable third-party is a walk in the park with the right key performance indicators. Read on to find out more. 

Outsourcing is the best solution when a business is unable to handle new challenges or do not have enough resource. But in spite of that, many companies seem to hesitate to make this change.

One of the main reasons behind the hesitation is often the uncertainty about monitoring the quality of the outsourced support. This article will allay these fears and clearly show how to keep track of outsourced support.

According to industry experts, businesses have to develop a customer service strategy before searching for an ideal outsourcing partner. This creates a clear picture of the customer service expected from the outsourced support provider. It also makes it easier to monitor quality. 

Once the strategy is in place, it is time to do plenty of research to find a company that meets the business requirements. A critical aspect is ensuring that they have been around for several years and have a reputation for their stellar service like Bobcares.

After all, no business wants to go through the trouble of poor customer service as a result of partnering up with the wrong support provider.

Quality Key Performance Indicators

Besides choosing a reliable third party to partner with, it is essential to set metrics or Key Performance Indicators to measure the support quality. Let’s take a look at some of the commonly used metrics by outsourced service providers:

• Response time
• Customer feedback score
• First-call resolution
• Average ticket handling time

Each company has its own set of KPI metrics. These metrics can include the above examples as well as additional KPIs depending on the requirement of the business.

These metrics offer a closer look at the support service quality. Besides monitoring quality, it helps improve customer satisfaction.

Creating a customer service strategy and a set of guidelines before bringing in an external support provider is one way of achieving better customer satisfaction. It also helps maintain the brand reputation.

Consequently, monitoring the outsourced support quality is an easy task with the right metrics. All things considered, there is no reason not to outsource support any longer.