If you’re considering outsourcing CX support, choosing the right agency to partner with is one of the most important decisions you can make for your business. There are so many different options and it can be difficult to select which agency is best qualified to suit your needs, especially since they will be handling the principal part of your business - customer relations. Fortunately, there are different ways that you can determine an agency’s credibility. If you haven’t yet made the decision to choose an outsourced partner, check out our top 5 questions to ask when hiring an outsourcing agency.
You should know what to look for, but you should also prepare yourself for what to look out for. Every agency wants to show you their best, however, there are sometimes warning signs hidden in fluff and promises. Keep reading for the importance of choosing the right CX agency, 7 warning signs we recommend looking out for, and how to know when you should consider swapping your CX partner.
Why choosing the right CX agency is so important
According to Salesforce…
If a company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.
Most everyone understands that mistakes happen, but the power of a good customer support team is so strong that in the unfortunate occurrence of mistakes agents can resolve the problem with empathy and understanding to retain customers and keep them satisfied. On the other hand, besides just when mistakes happen, a good customer experience agency can scale your business and skyrocket sales. Customer satisfaction is vital to the success of every business.
7 warning signs of a bad CX agency
Before we get into the warning signs, we’ll preface this by saying that there are honest and hardworking customer experience agencies out there who really want to give you the best they can but just aren’t ready to deliver. As we have your best interests in mind, we want you to be fully equipped with all of the information to confidently choose an outsourced CX agency that will drive results. If you’re looking to outsource CX or if you already are, here are seven things to look out for:
1. They have no omnichannel communication strategy
Omnichannel communication unifies messaging with a potential customer across all available communication channels. According to Commbox, more than 90% of consumers use multiple channels to engage a business when making a single purchasing decision. Omnichannel communication empowers customers to connect with a brand via their preferred channel and allows a smooth transition in interactions. Without it, customer experience is not consistent or seamless and things can easily get messy.
2. They lack empathy
The last thing a consumer wants to hear when they are confused or frustrated is negative language or jargon from a customer support representative who sounds as if they could care less about the stress the customer is experiencing. Although empathy is a basic customer service skill, it’s still difficult to master and to refrain from monotone, repetitive dialogue. Besides using ‘positive language,’ how else do agents strive to personalize the conversation and make it impactful?
3. They lack thorough training
Bad customer service can have a serious impact on the overall health of your business. Short term, it can affect sales. In the long run, it can affect your business in a multitude of ways. For example, a negative customer experience can harm your brand and reputation. If agents have not been trained in your brand voice, each conversation will sound different or support will vary depending on each agent. Thorough customer support training is indispensable for CX.
4. There’s no transparency, communication, or recommendations
If your outsource agency is not communicating with you on a frequent basis and sharing trends in customer problems, data on performance, or improved ideas for solutions, then they are just going through the motion without optimizing CX. You should expect proactive communication and recommendations on how to enhance CX along with creating a more effective workflow from agents.
5. They read from a script
Having key phrases and common language is great for providing immediate solutions, but customers can tell when an agent is reading from a script. Ideally, customer conversation should flow and focus on customization.
6. They have a one-size-fits-all approach
Your business will require its own unique strategy for customer support that has been tailored to fit the needs of your customers. Sure, there are tried and true methods that work, and looking at case studies of businesses like yours is a verifying necessity. Overall, what works for one business might not work for another. An outsourced CX agency shouldn’t be afraid to test new methods (wisely, we might add) to find the best approach for support. How has their CX strategy been molded specifically for your needs?
7. They focus too much on turnaround times
Although customers do want immediate solutions, addressing problems thoroughly is highly favored. Instead of plowing through support and checking off the boxes as soon as possible, a good support agency will not only ensure that the problem is handled in a timely manner, but might also follow up or stay on the call with a customer to guarantee that they hang up with their problem handled. Focusing too much on turnaround times can reduce the quality of support and negatively impact the customer experience. “Faster” doesn’t mean “better.”
When to consider partnering with a different outsourced CX agency
If you’ve noticed any of the aforementioned red flags, setting up a meeting with your direct contact to realign expectations and trust is a good place to start. Of course, your business shouldn’t be taken lightly and it’s not your responsibility to coach outsourced partners (especially when you’re already investing in their expertise), but giving an agency the benefit of the doubt can potentially turn things around and clear the air for any misunderstandings. After all, we’re all humans and sometimes we just need a bit of encouragement to revamp our efforts and get back on the same track.
However, if an agency is consistently messing up or not meeting their promises, it may be time to consider swapping your outsourced CX partner. Trust your instinct here! It ultimately comes down to making the best decision for your business and if one agency isn’t providing results there are plenty of other agencies who will better service your business and customer needs.
How Influx can help solve your CX difficulties
Our experienced agents are trained to fit your brand voice in as little as one week and can be fully integrated into an existing workflow and team structure. Influx gives you scale-up capacity and provides flexibility across any channel, 24/7.
Build a flexible, long-term solution for your business that can be fully integrated into an existing workflow and team structure. Message our support team so we can walk you through our process!
