Outsourcing the customer support function of your SaaS company is a big decision but, if done correctly, outsourcing your SaaS support will definitely provide value in the long run. There are some things that must be considered and implemented once the onboarding process begins. These will determine the difference between success and failure of your new team.
When onboarding a new SaaS call center team, remember that you will need to customize the onboarding process to fit their purpose in your organization and to allow them to meet or even exceed performance expectations.
Make Them Love Your Product : A great way to start the onboarding process is to introduce your new team to the product. Engage your team in such a way that they will feel passionate about what you are selling and about your cause. This way, they will become more motivated to provide better service as they would now feel a personal connection to your brand.
Immersing them in a positive corporate culture can also help out a lot, as a good working environment will definitely help towards increased performance levels. Give your new team a sense of belongingness, and they will serve you with willingness, loyalty and gusto. Happy workers that develop camaraderie with the rest of the organization, will be more willing to support you and to go the extra mile when performing their assigned functions.
Incentives will certainly go a long way. However, having your new team develop a real love for the product and, by extension, your company, will definitely help in improving their overall performance. Have your team love what they do, and there will be no limit on as to their dedication and willingness to improve on their output.
Give Clear Instructions :
There would be a relatively high learning curve for your SaaS customer support, especially if they are still not familiar with your product. While the onboarding team may have already had prior experience in customer service, it would still be best to conduct intensive training before you roll them out. This will ensure that they will be aware of company procedures as well as how software and equipment are used.
It would also not be a bad idea to conduct brainstorming sessions, as this is a great opportunity to share ideas around, especially if your SaaS support team has been around for quite some time. Talk about script development, customer profiles, the tone and mood of calls, and escalation procedures, among others.
Make sure also to provide a detailed information packet about your product so that your team would have a quick reference should they require data that they need to look up.
Establish Key Performance Indicators :
Key Performance Indicators, or KPIs, are important in any organization, but it is even more so when it comes to monitoring the performanceof your SaaS customer supportteam. KPIs are measurable ways to determine if your team is able to meet the company’s expectations, and this can also be an unbiased way to reward exemplary service.
Examples for KPIs that you can employ in a SaaS call centerteam would include:
- Number of tickets
- Number of escalations
- Duration of tickets
- Average response time
- Abandonment and completion rates
- Accounts closed
Of course, metrics must be customized depending on the nature of the business and the function of the group.
Ensure that expectations are laid out in the form of KPIs before the rollout of your new team, and do not be hesitant to modify these metrics as well as adjust values depending on your current progress. However, make sure to inform the team of these changes so that they are fully aware of your expectations.
Provide Feedback : Feedback is also something that is very important to the team. Present results without criticizing, and suggest ways on how they would be able to improve. Provide further training for those who fail in their specific KPIs, and learn from those who top certain areas. Feedback lets your team enhance their strengths and improve on their weaknesses, which in turn results in a team that will continuously get better both individually and as a group over time.
Request for Detailed Reports : Reports are very important in any business for making management decisions and can provide a bird’s eye view of a team or company’s progress. Ensure that you are getting periodic reviews so that you will always be on top of the situation, allowing you to make changes in specific aspects of your procedures, policies, or strategies.
Good quality reports will allow you to make accurate decisions which would then translate to increased productivity, less wastage,and downtimes, as well as improved customer relations.
Aidey is one such company that provides outsourced customer support. Its highly qualified personnel can aid in achieving your organization’s goals. It is a cost-effective and practical alternative to having an in-house support team.
Aidey is a leader in customer support / success for e-commerce, startup, and SaaS companies that would like to focus on core and long term goals rather than on day to day operations. With its wide range of services, Aidey is fast becoming one of the popular options for businesses that want to cut down on costs while exceling their customer service.
Contact Aidey now to see how we can help your business grow.
