FAQ's

1. WILL I LOSE CONTROL OVER QUALITY IF I OUTSOURCE?

   No, you will maintain, or even improve, quality control if your outsourcing partner is an expert when it comes to recruiting and training their staff. With proper management and quality control processes in place, your partner will also bring a balanced approach to meeting key performance indicators (KPI) without compromising customer satisfaction. The outsourcing team you choose must match your corporate culture, tone of voice and level of expertise. Choosing a provider that nails these three basic rules for outsourcing will ensure quality not only meets but also exceeds your expectations.
   

2. MY COMPANY/CUSTOMER DATA IS PRIVATE. CAN I STILL OUTSOURCE?

   Yes, absolutely. You can guarantee that your data will be secure if the outsourcing provider is compliant based on the latest security certifications: PCI and HIPPAA, COPC, SOC I and SOC 2 Type 2. COG holds these certifications across all our BPO (Business Proces Outsourcing) sites to ensure optimum security and reliability.

3. IS MY COMPANY TOO BIG OR TOO SMALL FOR OUTSOURCING?

   If your company has a moderate to high call or contact volume – exceeding 2,000 per month – outsourcing to a larger provider that can scale a team of dedicated agents may be the right fit for you.

   For companies with smaller volumes, a partner that offers a shared queue may give you the best balance of capability and cost savings. This will help you gain economies of scale by sharing resources with other clients. Agents will be trained on your products/services, and your customers/employees will receive the same excellent service.

4. HOW DOES TRAINING WORK WITH AN OUTSOURCE TEAM?

   Your outsourcing provider should already have standard training programs prepared for onboarding new team members, continuous learning and remediation training when needed. But one size does not fit all, and you will want to ensure the training is tailored to what makes your company unique. The first step is to make your new outsourced team feels like a welcome part of your company. This can be done by:

   • Sharing brand guidelines and values

   • Ensuring the team can access your knowledgebases

   • Implementing a process to update your partner and agents on any new technology or products you introduce

   • Training your partner’s trainers – these individuals will be responsible for training the rest of the team as you grow

5. IS OUTSOURCING FLEXIBLE BASED ON BUSINESS NEEDS OR SEASONAL FLUCTUATION?

   With the right BPO partner, clients can quickly scale their needs in a matter of weeks. For seasonal fluctuations, the benefits of having operational outsourcing can’t be overstated. Since your provider will have multiple clients, they will be able to shift and retrain agents, quickly hire and train temporary staff and absorb fluctuations more easily than you could on your own. With nonessential operations handed over to BPOs, companies can rest easy knowing that their cost requirements can be scaled. For more information on scaling BPO

Mr. Jeff Mulenga Operation Manager

Mr. Taban Nickson Kenyi Director

Mr. Dominic Edward HR Assistance

Mis. Emma Lewis Consoler

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