In today's business reality, Customer Service Quality is perhaps the most relevant element to ensure the continuity and significance of companies in some sectors of the productive field. Given this importance, its outsourcing must ensure the quality results of services planned and expected by the end customer; The management of this service acquires as a fundamental role the alignment of the common expectations and needs of the user of the Outsourcing service and the end customer.
The current trend of outsourcing those elements of the production process that are not part of the Core Business of the companies, has reached the point of delivering one of the most fundamental areas when ensuring the loyalty and permanence of trafficking customers: Service to Client.
Defining it as the set of interrelated activities offered by a supplier in order for the customer to obtain the product at the right time and place and ensure its correct use, outsourcing represents delivering to the customer himself.
That is why when we talk about Customer Service, we must refer directly to the strategic planning of the company, and think about the importance that the quality of Customer Service represents in the achievement of its objectives.
Hence, outsourcing this area of the business is of fundamental importance for those companies that face face-to-face contact with their customers. This represents delegating to a third party that "face of customer service" that is so important in an Effective Service Management strategy. It means transferring the knowledge of your clients and managing their management through the information provided by outsourcing.
In this figure of service outsourcing some aspects come into play that in the end will serve the end customer as elements of judgment to qualify the quality of the service received or perhaps perceived; among them we can list Physical Appearance, Skills, Service Attitude and Compliance.
The main aspect that the contracting company of an Outsourcing service of this type must ensure is that its business ally is fully aligned with the company's strategies, and with the quality objectives that it has been set to achieve. Outsourcing service management then becomes the effective communication bridge between the needs, objectives and expectations of the contracting company and those of the end user or client. We are talking about a question of alignment !!
The management carried out by the Outsourcing of service must firstly ensure that this outsourcing is transparent for the client, thanks to the understanding of corporate values practiced by the contracting company.
Thus, the main objective of the Service Manager in the outsourcing modality is to achieve this alignment in each of the employees who serve the end users, beyond the particular interests of the contractor, and always thinking about the achievement of the objectives quality of service contracted. Of course, starting from the fact that the strategic planning of the company providing the service is aligned with the objectives of quality of customer service.
The expectations, needs and non-conformities of the end user will usually be known to them, which is why it represents the main added value that the outsourcing company can offer to its contractor… Customer Knowledge.
