How to Establish an Offshore Customer
Service Team for Startups

Discover how startups can establish an offshore customer service team to access skilled professionals,
reduce costs, and provide 24/7 support. Learn essential tips for building and managing a successful offshore team.

As a startup, you often operate with limited manpower and may lack expertise for specific job functions. Additionally, you must find ways to work within a restricted budget and limited resources. According to Fortune, 14% of startups fail because they cannot meet their customers’ needs.

Partnering with an offshore outsourcing company can provide startups access to skilled customer service professionals with the right expertise and skills that may not be available or are too expensive locally.

Building an offshore team can give you a head start in growing your operation. Establishing a great customer service department is easier said than done. It takes experience, dedication, and upfront resources that startups often can’t afford to part with. Offshore outsourcing is an affordable way to access the expertise and skills you need to provide a great customer experience.

 

Steps to Establishing an Offshore Customer Service Team for Startups

 

1. Establish Goals and Requirements

Clearly define your customer service goals and requirements. Identify the specific skills and expertise needed for your team. You might have a goal of reducing cost to put resources on other initiatives, or you might want to provide a 24/7 customer support to cater to global customers. Defining this will help you select the right outsourcing partner and set clear expectations.

 

2. Start with a Few Employees

Begin with a small team to test the waters. This allows you to identify any potential issues and refine your processes before scaling up. It also provides an opportunity to build a strong core team that can train new members as you grow.

 

3. Strong Core Competency Over Experience

Prioritize candidates with strong core competencies over those with extensive experience. Skills such as problem-solving, communication, and empathy are crucial for customer service and can often outweigh years of experience which you can circumvent with a comprehensive training program. This ensures your team can handle customer inquiries effectively and deliver a high-quality customer experience.

 

4. Make Your Processes Flexible

Develop flexible processes that can adapt to the needs of your offshore team. This includes creating comprehensive training materials, implementing clear communication channels, and establishing performance metrics to monitor success.

 

5. Encourage Interaction

Foster a collaborative environment by encouraging regular interaction between your offshore team and your local staff. This can be achieved through virtual meetings, team-building activities, and open communication channels.

Leverage technology to facilitate seamless communication between your offshore team and your local staff. Use tools such as video conferencing, instant messaging, and project management software to ensure everyone stays connected and informed. Effective communication is key to maintaining a cohesive and productive team.

 

Key Takeaways

Establishing an offshore customer service team for startups can provide significant advantages, including cost savings, access to skilled professionals, and scalability. By following the steps outlined in this guide, you can build a successful offshore team that meets your business needs and delivers excellent customer service.

For startups looking to establish a reliable offshore customer service team, contact us today. Our expertise in offshore outsourcing solutions ensures you get the best professionals dedicated to providing exceptional customer service. Let us help you build a team that not only meets but exceeds your customer service expectations.

 

References
https://www.outsourceaccelerator.com/articles/outsourcing-for-startups-guide/

https://www.customerly.io/blog/the-ultimate-guide-to-outsourcing-customer-service/

https://www.timedoctor.com/blog/offshore-call-center/

https://boldrimpact.com/learn/outsourcing-101-understanding-the-benefits-of-building-your-global-team