Question 1

What is customer service outsourcing?

Accepted Answer

Customer service outsourcing uses a dedicated external team to handle defined customer conversations and support workflows.

Question 2

What customer service channels can a team support?

Accepted Answer

Depending on the workflow, support can include phone calls, email, live chat, lead intake, appointment scheduling, customer updates, and escalation routing.

Question 3

Can an outsourced team use our systems and scripts?

Accepted Answer

Yes. AOL Outsourcing builds support around your tools, scripts, knowledge base, service standards, coverage hours, and escalation rules.