<p style="border: medium none ; padding: in; margin-bottom: in"><br /> </p> <p align="justify">With every day increasing better customer service demand and increasing cost associated with it. Small and big all type of Companies have a proven alternative of using an outsider vendor or company with outsourced customer support service expertise. While it is cost saving, result oriented approach but if you are a new buyer in this area, you should know having a vendor with just based on cost is not always enough and you may need to take check all the companies your are considering based on few other parameters as well to identify if they are right choice or not. In fact after this initial a bit extra effort will not only give your happy client but may also be your strategic competitive advantage. And it can lead to big savings on customer acquisitions and retentions.</p> <h2 align="justify">First of all you need to understand, do you need to outsource your customer support?</h2> <p align="justify">Consider following points:</p> <h3>Organizational &amp; customer needs:</h3> <ul><li><p style="margin-bottom: in">Understanding both the customer&#39;s 	value to the business and the customer&#39;s expectations for support.  	</p> 	</li><li><p style="margin-bottom: in">Segment customers according to 	profitability like expectations and provisions for customers 	generate much higher, higher and low profits  	</p> 	</li><li><p style="margin-bottom: in">Level of coordination needed 	between your departments marketing, sales, operations and finance. 	Also how it is achieved in present conditions and what changes will 	be needed in outside vendor provisioning.  	</p> 	</li><li><p>Customer expectations for support, turnaround time to resolve 	problems, complexity levels, support coverage in terms of time, 	ability to resolve type of issues such as any technical support 	issue  	</p> </li></ul> <p><strong>Technology needs:</strong></p> <ul><li><p style="margin-bottom: in">Technology you are using while 	technology you needed to support your customers within customer 	expectations  	</p> 	</li><li><p style="margin-bottom: in">Reporting capabilities and your 	needs  	</p> 	</li><li><p style="margin-bottom: in">QA provisions such as calls 	details, voice recordings and is it available always or on demand?  	</p> 	</li><li><p style="margin-bottom: in">Company with various process 	certifications and other latest quality measure already has such QA 	provisions in house.  	</p> 	</li><li><p>Scalability or expansion capabilities to handle sudden loads  	</p> </li></ul> <p>What measure they have to prevent any kind of data or information misuse i.e. privacy protection and are they guided or approved by any good agency?</p> <p>Provisions for employee selections, retention, skills improvements and management, always remember a company with happy employees will have more number of happy clients?</p> <p>Service cost and availability of options to choose from based on your current needs and possible need changes to avoid any surprises</p> <p><strong>Ok, I have checked these entire thing now what, should I use near shore or offshore services?</strong></p> <p>To find out best alternative for you, First of all you should forget about the location of the company while checking company on the basis of points given above. If in short listed companies you have offshore company or company with all features and facility in best rates. Go opt for it. In this way you can address any possible issue related to:</p> <ol><li><p style="margin-bottom: in">Cost  	</p> 	</li><li><p style="margin-bottom: in">Culture, Skills, Competency 	limitations  	</p> 	</li><li><p style="margin-bottom: in">Any Effect of physical distance 	between your company and vendor  	</p> 	</li><li><p>Man power availability and ease  	</p> </li></ol> <p>These day destinations like India are developed enough and have large availability of suitable manpower with skills to boost your company&rsquo;s growth and profits by savings up to 5% or more.</p> <p><strong>What after choosing a provider:</strong></p> <ul><li><p style="margin-bottom: in">Choosing a right provider is not 	end of your task, it is just a beginning; ensure you have an 	accounts manager or single point of contact in Vendor Company.  	</p> 	</li><li><p style="margin-bottom: in">Have a Check on regular QA and 	other reports, call recording etc.  	</p> 	</li><li><p style="margin-bottom: in">Notice any sudden rise or 	dilutions in a certain type of customer complaints or contacts  	</p> 	</li><li><p style="margin-bottom: in">Be in contact with your vendor to 	ensure continuous communications and to figure out any possible 	flow.  	</p> 	</li><li><p>Do keep a Contact with CEO provision and inform your 	customers about it to use in case they are not happy about any 	product or service by any of your department of outsourced vendors.</p> </li></ul>