Regardless of how critical outsourcing is, there are some inherent challenges. Therefore the protection of your brand and corporate image are crucial. The voice that your customer hears must be articulate, responsive and knowledgeable. This is true for any outsourcing function to any destination including domestic and international suppliers. Today's average consumer demands excellent service and he/she wants to speak to a live voice in order to resolve service issues. If you're sourcing internationally, the customer has become cognizant that he/she might be speaking to someone in a foreign country. Therefore, your vendors must serve as a very high quality extension of your corporation in every single customer transaction. Some things to consider when you're evaluating suppliers:

• Exactly how are you being represented?
• Does the voice quality and education level of the agent match up to your requirements?
• What are some of the chief complaints that you're hearing?
• Do the agents and management team "get it?"
• Do they understand common phrases, mannerisms and the general culture of the customers?
• Do they clearly understand your corporate culture?
• Have you done a focus group with randomly selected agents and no management present?
• Do your agents like working for your vendor? Do they have any ideas and recommendations?
• Do you have access to upper management or the CEO if necessary?
• Do you feel like a client or a partner when interacting with your supplier?
• Do they respond to you with urgency and a constant stream of creative ideas?
• How do your vendor managers feel about traveling to the supplier locations?
• Is the "chemistry" and mutual trust evident, between your vendor manager(s) and vendor(s)?
• Do your vendor managers have to make constant trips to fix problems?
• Does your supplier have a pulse on the outsourcing landscape and competitive factors?

We can help you mitigate risk by guiding you to outsourcing partners that provide best in breed delivery of service while ensuring a world class customer experience. How can we ensure this? Because our service delivery partners are doing it right now for the most customer-sensitive and risk-averse corporations in the USA, UK and throughout world. CustomerServ’s clients are hyper sensitive about privacy, security and quality, and they should be. No corporation can afford to lose customers due to poor service issues from outsourcing and in particular, off-shoring. Our call center and BPO service companies are engaged in long term partnerships with companies like yours. Partnerships based on excellent customer service, mutual trust and interdependencies; and a common platform of constant enhancement, improvement, continuous training and never losing site of the meticulous details which make up the bigger, long term picture.