3. Sharing Knowledge for Customer Interaction:

How do you further educate your outsourcing partner on key customer service to-dos and responsibilities?

By sharing documents or creating a common knowledge base that introduces them to the unique set of challenges or guidelines they are required to meet.

This often requires:

• Product manuals for basic product information/background,

• How to answer FAQs for better user experience,

• Guidelines that help you navigate varied customer interactions and

• Training videos

Another way to ensure your outsourced customer service consistently delivers is to update your partners regularly on current industry trends. Having SME and good communication training for active listening, patience, emotional intelligence & growth mindset is a powerful package in itself.