4. Setting up monthly reports/reviews:

As most customers would agree on how making a purchase depends upon the customer service provided, it is crucial we recognize customer satisfaction as the primary driver of ROI for your business.

To measure or evaluate your outsourcing provider's performance, you can begin with a standard key metric like CSAT (Customer Satisfaction Test/Score). This is more likely to give you clarity on your outsourcing partner's efforts, skills, and whether the desired outcome was produced or not.

Other than tracking customer satisfaction scores or testing the level of customer service provided, a monthly report can also throw light on few other important aspects like:

However, a more productive and streamlined effort at tracking your outsourcing party is by setting up a monthly review or meeting that focuses entirely on identifying problem areas or satisfaction points.

• Internal communication

• Whether their service was cost-effective

• A detailed analysis of customer grievances that were addressed or left out

• How agile or quick were your partners to respond in real time?

• A final summary of problem areas that they can work on for increased customer support & loyalty.