{"id":1043909,"date":"2021-08-31T00:00:00","date_gmt":"2021-08-31T00:00:00","guid":{"rendered":"https:\/\/www.beyondsoft.com\/sg\/insights\/blog\/insights-to-help-organizations-manage-globally-distributed-customer-support-partners\/"},"modified":"2021-08-31T00:00:00","modified_gmt":"2021-08-31T00:00:00","slug":"insights-to-help-organizations-manage-globally-distributed-customer-support-partners","status":"publish","type":"blog","link":"https:\/\/www.beyondsoft.com\/jp\/insights\/blog\/insights-to-help-organizations-manage-globally-distributed-customer-support-partners\/","title":{"rendered":"Insights to help organizations manage globally distributed customer support partners"},"content":{"rendered":"\n

In a global economy shaped by rapid digitization, customers worldwide have come to expect 24×7, connected experiences, with seamless service and support in their own language no matter where they\u2019re located. To meet these expectations, organizations are increasingly turning to globally distributed customer support partners with expertise in building out international support teams.<\/p>\n\n\n\n

But ensuring a consistent customer experience and seamless operations across multiple separate entities can be incredibly challenging. In this article, we\u2019ll explore some of the advantages and challenges of working with a global support partner. We’ll also share some tips to help you manage multiple global customer support partners in a more streamlined way.<\/p>\n\n\n\n

The advantages of leveraging global customer support partners<\/strong><\/h2>\n\n\n\n

Establishing global support teams is a tall order for all but the largest companies. Setting up the technologies, processes, and teams can prove time-intensive and cost prohibitive–especially in another part of the world. Plus, once up and running, it can take a lot of time to smooth out operations, which can frustrate customers and negatively impact business<\/p>\n\n\n\n

By working with global customer support partners, organizations can bypass these hurdles. Experienced partners already have the infrastructure, methodologies, and personnel in place, which reduces costs and ramp-up time. Plus, because partners have expertise in running global support teams, they provide a more streamlined and positive experience for customers. They can even tailor service level agreements to fit an organization\u2019s needs.<\/p>\n\n\n\n

The challenges of working with multiple global outsourcing partners<\/strong><\/h2>\n\n\n\n

While using partners has some clear advantages, organizations also face some drawbacks. It\u2019s difficult to find one partner that can support multiple global locations. Which means that organizations must rely on multiple partners, each with their own disparate systems, tools, and methodologies.<\/p>\n\n\n\n

To illustrate the problem, let\u2019s say you\u2019re a large technology provider with outsourcing partners in EMEA, APAC, and North America. Together these partners provide 24×7 support for your global customers. However, each partner uses different tools and methodologies that impact every aspect of business, from resource forecasting to issues escalation to reporting. While these tools work well internally, getting the tools and partners to integrate seamlessly poses a big challenge.<\/p>\n\n\n\n

For example, imagine that your EMEA partner\u2019s site goes down. Call and traffic load must shift to the other two partners. But without the necessary integrations, the partners who need to pick up this load do not have visibility into the other partner\u2019s site. Reacting to this shift can take a long time, negatively impacting customers.<\/p>\n\n\n\n

Monitoring call volumes, social media sentiments, and other customer satisfaction indicators is critical to your business. But disparate data sources and formats from multiple partners can require hours of manual work to extract actionable insights. And even after all that work, there are still gaps.<\/p>\n\n\n\n

SLA considerations also factor in. While you may have SLAs with each subcontractor, you are ultimately responsible for global SLAs that are a function of the aggregate of each subcontractor\u2019s performance. Even one subcontractor not meeting their SLA can have a significant impact on your SLA as a whole. Without robust monitoring and management of the overall ecosystem, it\u2019s difficult to ensure that a single weak link doesn\u2019t impact the global organization.<\/p>\n\n\n\n

Tips for unifying disparate global outsourcing partners<\/strong><\/h2>\n\n\n\n

To ensure your global, separately managed contact centers provide a seamless customer experience, choosing the right partners is key.<\/p>\n\n\n\n