Buyer's Guide

Selecting the Right Customer Service Outsourcing Partner

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

Outsourcing customer service is a strategic decision for businesses aiming to improve efficiency, cut costs and provide excellent experiences. Outsourcing is the processes, technologies, systems and strategies that enable you to support customer service through an external provider. By turning customer support over to an outsourcer, the partner manages the training, hiring and supervising of expert agents on your behalf.

Choosing the right customer service partner is crucial for success. The outsourcer’s professional agents act as ambassadors of your brand, freeing your organization to focus on other critical priorities like growth, sales and marketing. To get an idea of the different types of outsourced customer service, check here.

Work at home customer service agent talks enthusiastically via headset to a customer

The Working Solutions Buyer’s Guide outlines key considerations to make an informed decision when selecting an outsourcing partner.

Define Your Objectives

  • State your goals and expectations for your potential service provider.
  • Identify the specific customer-service functions you want to outsource, such as phone support, live chat, email support or social-media management.
Clipboard target icon

Industry Expertise

  • Look for a partner with experience in your industry to ensure the provider understands your business context, industry regulations and customer needs.
  • Check for relevant certifications and success stories in similar industries.
Person with star icon

Scalability and Flexibility

  • Assess the outsourcing partner’s ability to scale operations based on your business growth.
  • Ensure the flexibility to adapt to changing requirements and seasonal fluctuations in customer-service demands.
Bar and line graph icon

Technology and Security

  • Evaluate the outsourcer’s technological capabilities, including customer relationship management (CRM) systems, analytics tools and communication platforms.
  • Confirm the security measures in place to protect customer data and ensure compliance with data-protection regulations.
Locked laptop icon

Multichannel Support

  • Ensure the outsourcing partner can provide support across multiple channels to meet the diverse needs of your customer base.
  • Verify its proficiency in handling phone, email, live chat, social media and other communication channels.
Person with branches outstretched icon

Quality Assurance

  • Inquire about the partner’s quality-assurance processes, including monitoring, training and feedback mechanisms.
  • Request information on customer satisfaction metrics and benchmarks.
Person and three stars icon

Language and Cultural Alignment

  • Choose a provider whose agents are proficient in the languages spoken by your customer base.
  • Consider cultural alignment to ensure effective communication and understanding of customer expectations.
People from around the world icon

Cost Structure and Transparency

  • Understand the outsourcing partner’s pricing model, making sure it's within your budget.
  • Seek transparency in pricing, with a breakdown of costs and potential additional fees.
Money and magnifying glass icon

Geographical Location

  • Consider the geographical location of the outsourcing partner to minimize language and time-zone barriers.
  • Evaluate the political and economic stability of the provider’s location.
World with location pin icon

Client References and Reputation

  • Request and vet client references to gauge the outsourcing partner’s track record.
  • Investigate its reputation in the industry, including online reviews and testimonials.
Check mark badge icon

Legal and Contractual Considerations

  • Review contractual terms, such as service-level agreements (SLAs), termination clauses and data-protection provisions.
  • Ensure compliance with legal requirements and industry standards.
Document and stamp icon
Work at home customer service agent talks enthusiastically via headset to a customer

Selecting the right customer service outsourcing partner is a critical decision that requires due diligence. By thoroughly evaluating these factors, you can identify a partner that aligns with your business objectives and provides exceptional customer service, contributing to your overall success.

Ready to transform your customer experience?

Working Solutions offers on-demand solutions to better engage, empathize with and delight your customers, wherever and whenever they interact with your brand. Get started now.

Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.