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Answer from our Guest Expert Donna Hall of The Right Answer, Customer Service Consultants
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Finding the Right Outsource Match for Your Clients
If you don't have any leads on good outsourcing candidates, flip through the local Yellow Pages to get a list of potential outsourcers for your customers. You'll want to first determine whether or not they are interested in outsourcing work, and if they are, what finder fee amounts are they willing to pay. Go straight to the horse's mouth here. Contact the sales department managers (or owners) of well-established companies and see if they're hungry for your referrals. Be ready to explain your service and what type of clients you would be referring to them.
Once you've determined a company is willing to outsource for you, don't set up a deal yet. There's still another very important qualifier you need to discover about that company -- that is, how will they treat your customers? This means doing some homework and getting the facts on their customer service reputation and policies. Find the answers to some important service questions:
- Are they reliable?
- Do they provide service agreements and money back guarantees?
- How do they require payment?
- Do they have a good Better Business Bureau rating?
Anticipate what questions your customers will have and compile your answers on paper. Make more calls; visit web sites; and ask for brochures. To check quality of work and service, consider requesting their services yourself. In addition, get friends or family members to call to inquire. The bottom line is to be as thorough as you can. Your reputation is on the line too. If you have any doubts based on the responses you get, move on until you find an organization that you can feel totally comfortable will work well for your clients.
No matter what, outsourcing relationships should provide seamless service to the customer. Clients shouldn't be confused, wondering who they are actually doing business with.
When you're done doing the leg work and all your questions and concerns have been addressed, you're ready to make an offer, right? continued
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