Hey STM,
I'm having my team in Asia take care of some of our customer service stuff for our new online general store. I already have a office space over there as well as competent managers with access to very cheap labor. The team is also able to scale up/down dynamically as needed.
This will ultimately lead to a cheaper solution for our customer service, but it currently looks like I'm going to need to build the "scripts" from scratch. I want to have people on phone support, email support, and maybe live chat eventually. Any advice here?
Is there a template I can get a foundation from and and tweak as a I go?
Is this a stupid idea and should I just hire and agency to handle everything?
One thing I want to avoid is doing more work than I have to and I figure that there MUST be a call center "fundamentals" template out there. The specifics in regards to our products will be done from scratch of course, but I don't want to waste time writing SOP's for simple tasks that I don't have to.
Appreciate the help in advance,
-B
@bpatrick
If you are looking to outsource any of your call center / e-mail / chat support work, you may consider reaching out to me.
I've been running call center processes from New Delhi, India since 8 years.
I've run various Telecom / ISP / Home Security / Travel processes for USA & India.
I can take care of building everything from scratch, so all you have to worry about is quality audits / monitoring.
We can work on financial terms that are affordable for you even when compared to your existing teams.
I have a solid HR infrastructure in place, hence scalability is not an issue either.
Along with your contact center / support staff teams, I can also help you in running your digital marketing / design / development process from India.
You'd be able to recruit highly skilled professionals for full time and long term basis at very reasonable costs.
An independent company can be formed / captive setup can be managed with highest standards of IT infra and complete transparency / monitoring / control of data and finances.
Besides this, I can also help you with a fully managed inventory warehousing / shipping requirements of any volume, small or big in India and USA.
Interested in long term engagements, but arrangements can be made for short term requirements as well.
Regards,
Vivek Walia