Customised Key Performance Indicators: Cost-savings and high-quality service are probably the most clear requirements when looking for an outsourcing partner. Beyond that, most businesses are hazy when it comes to seeking outsourced services. But what they do have clarity about is the unique nature of their requirements and challenges. 

Every business is different, and so are its pain points. Phykon has been supporting businesses for close to two decades now. We have found that there is no one-size-fits-all solution. This is why Phykon’s flexibility and customised solutions are our clients’ strengths.

Why is Flexibility Important?

When choosing an outsourcing provider, considering flexibility is critical for several reasons:

• Adapting to Changing Needs: Your business needs may evolve, especially during peak seasons like holidays or unexpected fluctuations in demand. Depending on your requirements, a flexible outsourcing provider can scale their services up or down. This agility ensures that your customers continue to receive quality service without interruption.
• Customisable Solutions: A flexible provider can adapt to your unique needs, such as changing processes, integrating new technologies, or accommodating special requests. This reduces the friction when working together and ensures smoother operations.
• Cost Efficiency: Flexible providers help optimise costs. You only pay for the services or staffing you need, without being tied to rigid contracts or unnecessary overheads.

For Customer Support Services, these factors would directly impact service quality, customer satisfaction, and operational efficiency, especially during critical times.

Why is Customisation Important?

Customisation of services in customer support outsourcing is extremely important because it ensures that the outsourced team can meet the specific needs of businesses and customers. Here’s why customisation matters:

1. Alignment with Business Goals

• Every business has unique objectives, customer personas, and service expectations. Customisation allows the outsourced provider to align their services with your goals, ensuring that they reflect your brand’s values, tone, and mission.
• For example, during the holiday season, your business might focus on quick resolution times or handling complex inquiries. Customisation ensures these priorities are met.

2. Tailored Customer Experience

• Consistency with Brand Voice: Customised support ensures that agents speak in a way that reflects your brand’s tone, whether it is formal, casual, or empathetic. This consistency helps build trust and fosters a positive customer experience.
• Specific Customer Needs: Depending on the industry, customers might have highly specialised questions or needs. For instance, technical product support will be very different from retail or service inquiries. Customisation ensures the outsourced agents are equipped to handle the types of questions and issues your customers typically face.

3. Adaptation to Operational Processes

• Customisation allows for integration with your existing systems, such as CRM platforms, helpdesk software, or communication channels. This creates a seamless experience for both your team and the outsourced agents, reducing friction and increasing efficiency.
• It also ensures that processes like returns, refunds, or escalations are handled according to your internal policies.

4. Scalability and Flexibility

• Customised Key Performance Indicators helps the outsourced provider prepare for specific challenges, such as scaling during high-demand periods like the holidays or launching new products that require specialised customer support.
• A tailored approach allows the provider to be flexible, adapting their staffing and strategies to accommodate these needs.

5. Improved Performance and KPIs

• Customising services allows for the development of key performance indicators (KPIs) that align with your business objectives, such as first-contact resolution, customer satisfaction (CSAT), and response times.
• By setting KPIs that reflect your business priorities, the outsourced provider can be more accountable and focused on achieving desired outcomes.

6. Cultural and Regional Sensitivity

• For businesses with a global customer base, Customised Key Performance Indicators ensures that the outsourced support team understands and respects the cultural nuances, language preferences, and regional expectations of your customers.
• Providing localised support (such as language-specific teams or region-specific customer handling) leads to better customer satisfaction and loyalty.

7. Enhanced Customer Retention and Loyalty

• When customers feel that the support they receive is tailored to their needs, they are more likely to have positive experiences. This increases the likelihood of repeat business and boosts customer loyalty.
• A customised service can provide personalised responses, relevant solutions, and empathetic communication, all of which enhance the customer relationship.

Customised Key Performance Indicators would ensure that the outsourced provider not only understands the urgency and nature of regular and seasonal inquiries but also delivers the kind of experience that aligns with your brand and meets your customers’ expectations any time.

How Phykon Achieves Flexibility

Trusted outsourced Customer Support Service providers, like Phykon, achieve flexibility through several strategic approaches:

• Scalable Workforce: We often maintain a pool of trained agents who can be deployed quickly in response to seasonal spikes (like holidays) or sudden increases in demand. This ensures they can adjust staffing levels to match your needs without delays.
• Cross-Training: Our agents are often trained across multiple roles or functions, enabling them to handle different types of customer inquiries or adapt to various workflows. This reduces bottlenecks during transitions or shifts in focus.
• Advanced Technology & Tools: We leverage technologies like cloud-based systems, omnichannel platforms, and automation-driven tools to scale operations efficiently. These tools allow for smooth transitions between different levels of demand, as well as a seamless customer experience across various communication channels (phone, email, chat, social media).
• Customisable Contracts: We offer flexible pricing and service models that allow businesses to scale services based on need, without locking them into rigid agreements.
• 24/7 Availability: Flexibility is also achieved through around-the-clock support, enabling businesses to offer customer service in different time zones, after business hours or during non-standard hours without hiring additional staff internally.

By focusing on these areas, we offer the flexibility our clients need while maintaining a stable, committed workforce that delivers consistent quality.

How Phykon Ensures Customisation

At Phykon, we ensure Customised Key Performance Indicators through a combination of strategies, technology, and tailored processes. The goal is to adapt our services to meet the specific needs, preferences, and goals of the client’s business. Here’s how we typically achieve customisation:

1. Client Onboarding and Discovery

• Deep Understanding of the Client’s Business: We begin by conducting a thorough discovery phase where we learn about the client’s products or services, target audience, brand values, and customer support objectives.
• Custom Playbooks and Guidelines: Based on the discovery process, we develop custom playbooks, knowledge bases, and service guidelines. These documents ensure that agents understand how to handle specific inquiries, reflect the client’s tone of voice, and follow their escalation procedures.

2. Tailored Training Programs

• Client-Specific Training: We design training programs customised to the client’s specific business needs. Agents are trained on the brand, product knowledge, customer personas, communication style, and common queries. This ensures that the outsourced team delivers consistent and high-quality support aligned with the brand’s standards.
• Ongoing Training & Updates: As the business evolves (e.g., new product launches or service updates), Phykon provides continuous, customised training to ensure agents are always up-to-date and able to provide accurate and relevant support.

3. Dedicated and Specialised Teams

• Dedicated Agents: At Phykon, we provide dedicated teams that only work on a specific client’s account. These agents become deeply familiar with the client’s products, services, and customer base, ensuring more tailored and efficient support.
• Specialised Support Agents: Some clients may need agents with specific skill sets (e.g., technical support, multi-language capabilities, or subject matter expertise). We recruit or train agents with specialised skills to meet those needs.

4. Custom Processes and Workflows

• Client-Centric Workflows: Our experts develop custom workflows for handling customer queries, tickets, and escalations. These workflows reflect the client’s internal processes, ensuring seamless integration between the in-house and outsourced teams.
• Escalation and Resolution Procedures: Custom escalation processes are designed based on the client’s needs, ensuring that complex issues or VIP customers are handled according to the company’s preferences.

5. Tailored Communication and Brand Voice

• Brand Tone and Language: Our agents are trained to use the specific tone of voice that aligns with the client’s brand identity—whether it’s formal, casual, friendly, or technical. This ensures a consistent customer experience that reflects the client’s values.
• Custom Messaging and Scripts: We often create or modify communication scripts and templates to match the client’s preferred style. This includes custom greetings, product information, FAQ responses, and resolutions for common issues.

6. System and Platform Integration

• Integration with Client’s Tools: We customise their operations to integrate with the client’s existing CRM, helpdesk, and ticketing platforms (e.g., Salesforce, Zendesk). This allows our agents to work within the same ecosystem as the in-house team, ensuring that data and customer histories are seamlessly shared and maintained.
• Custom Reporting and Dashboards: Phykon offers customisable reporting dashboards that track the specific KPIs important to the client (e.g., first response time, resolution time, customer satisfaction). These dashboards can be adjusted to reflect the client’s unique priorities and goals.

7. Omnichannel Support Customisation

• Multi-Channel and Omnichannel Capabilities: We tailor support across multiple channels—such as phone, email, live chat, social media, or in-app messaging—based on the client’s preferences. This ensures that customers can reach support through their preferred channels and receive consistent service across all platforms.
• Custom Channel Allocation: If a client prefers to prioritise certain channels (e.g., focusing on live chat over phone support), we can adjust staffing and training accordingly.

8. Performance Metrics and Customised KPIs

• Custom KPIs and SLAs: Phykon works with clients to define customised key performance indicators (KPIs) and service level agreements (SLAs) that reflect the client’s specific goals, such as reducing response times, increasing first-contact resolution, or improving customer satisfaction scores.
• Tailored Performance Reviews: Regular performance evaluations are customised based on client-defined metrics, ensuring that we are meeting the unique service expectations of the client.

9. Flexible Staffing Solutions

• Scalable Teams: We offer flexible staffing models, allowing clients to scale support up or down based on seasonal demand, new product launches, or marketing campaigns. For instance, a business needing additional support during the holiday season can easily increase its outsourced team size.
• Custom Shift Management: We customise shifts based on the client’s peak support times, ensuring that the right number of agents are available during critical hours.

10. Feedback Loops and Continuous Improvement

• Regular Client Feedback Sessions: We maintain continuous feedback loops with clients to adjust processes, improve service quality, and customise workflows based on evolving needs. This ongoing collaboration ensures that support services are always aligned with the client’s business goals.
• Custom Reporting and Data Analysis: We often offer customised reporting tools that provide real-time insights and data on performance metrics, customer satisfaction, and agent productivity. This allows clients to monitor the effectiveness of the outsourced services and make data-driven decisions.

At Phykon, we effectively represent your brand and provide a high level of customer satisfaction through our flexible and customisable services and solutions. Call us or request a call back on our website, so that you can book a free, data-backed consultation with our experts.