Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic
When a crisis hits, do you panic or do you think on your feet and quickly move forward with a plan? Asking the same question of a potential outsourcer is essential. The right partner is one who believes in having the right people in the right place at the right time – and can execute this almost flawlessly, no matter the scenario.
It’s a bit of a cliché, but crisis truly does reveal character – and in this context, we’re looking at corporate character. If an outsourcer has the agility and capacity to pivot during times of disruption and uncertainty, it is because they had an established baseline of excellence.
In short, you’re looking for a partner who has withstood the test of crisis. They should be able to clearly communicate their plans and transparently share their biggest hurdles. They will have a track record that proves their strength and agility in all business climates. Their performance during this pandemic serves as a sort of litmus test for how they will perform for you and your customers in more “normal” times.
A rock-solid Statement of Work sets the tone for the partnership and is therefore especially important in times of crisis. It communicates expectations on both sides and establishes measures of success, including all KPIs, metrics, and call volume forecasting. A great SOW supports the goals of your customer care program and aligns with your overall business objectives. It also ensures everyone is on the same page well before your program actually launches.
Along with the clear, actionable, measurable Statement of Work, your partner of choice should have a well-established implementation plan identifying deliverables and milestones, owners, dependencies, and timelines. Hand-in-hand with this is intelligent resource allocation. Again, the right people in the right place at the right time. It’s likely that a variety of teams will be involved in the launch – from your tech team to your executive team – and every resource needs to have buy-in, access, and accountability. Frequent and structured communication for the duration of the implementation process is a must. Make sure all of these things are in place before launch.
For more insight, check out the original article or read more in the downloadable guide.