Outsourcing customer service: 7 questions before the first call

A good service provider asks a lot before writing a quote. If you answer these seven questions for yourself beforehand, the first call takes 30 minutes instead of two hours, and the quote fits.

What exactly should happen?

1. How many contacts do you expect?A rough figure is enough: calls, emails and chats per day or month, and when the peaks come. That tells you whether an AI agent on the phone is enough, whether you need your own agents, or both.
2. In which languages?Name not only the languages but also the level. Handling complaints on the phone takes C1, order status by email often only B2.
3. At what times?Office hours, extended hours or around the clock. Pristina is in the same time zone as Berlin, Vienna, Zurich and Rome, so office hours come with no night surcharge.
4. Through which channels?Inbound calls, outbound calls, email, chat, WhatsApp or social media. Each channel needs different strengths, written as well as spoken.

Technology, quality, data protection

5. Which system will be used?If you already use a ticketing or phone system, it's best for the agents to work in it. Otherwise the provider brings its own.
6. How do you measure quality?Availability, response time, resolved requests, satisfaction. Choose two or three KPIs that should appear in the weekly report.
7. What data will the agents see?Under the GDPR, Kosovo is a third country. With a data processing agreement, standard contractual clauses and access limited to what's necessary, this can be handled properly. Ask about it.

The next step

You don't need to know everything exactly. Two minutes in the configurator are enough, we'll clarify the rest in the call. You'll then receive a quote within two working days, on request with a 14-day trial with one agent.