Outsourcing Success Strategies V.1

As an outsourced call center, TeleDirect realizes that our clients rely on us to represent them in the Moment of Truth with their clients. Moments of Truth are the few interactions a consumer has with any representative of your company. In fact in his book Jan Carlzon writes about the importance of these moments of truth to the consumer. As long as the airplane lands saftely and arrives on time a consumer/caller doesn't care about behind the scenes employees they primarily care about the interactions they have with the customer service representatives when they purchase their ticket, get on the plane, etc. This is the basis of their entire opinion regarding that airline.

This is the same concept that can be applied to the interactions between an outsourcer and their clients' clients. It's important to realize that though you do not want your call center to answer complex questions regarding your business, you want to make sure that you give the call center, or any other outsourcer the ability to answer questions that matter and which a caller would expect the customer service representative to know. Things like the business address or location, what the business does in general terms and where the caller can get more advanced help are important pieces of information to provide for a successful interaction.

The concept is important for anyone considering using a call center to understand, because even though the information you provide in your frequently asked questions may be readily available in your advertising message, you still need to ensure that the person or persons answering the phone can also provide that information and ensure that your company's Moments of Truth are being properly represented.

Thank you!