How to Choose Call Center Outsourcing
Why a large number of medium-sized and large companies handover their operational tasks and projects to call center outsourcing companies? The answer is that growing organizations usually cannot keep up with their daily operational activities. To stay focused on their core competencies, many companies hire specialized service providers because they do not have the capacity or resources to perform these tasks in-house. A recent survey by Deloitte shows that companies these days focus more on satisfying customers than merely earning revenues.
With easy access to latest technologies and social media hype, great customer service has become a decisive factor in the success of various businesses. Today the customer is super savvy and wants quick responses, easy customer support across several channels, and swift assistance to quickly fulfill their needs. Any organization that is unable to keep up with customer’s service expectations cannot expect sales growth.
Choosing the right call center outsourcing services can be a daunting task. You need to consider several internal and external factors before deciding on call center outsourcing. Here are the top 10 things you should consider while hiring a call center service company:
1. Your Business Requirements
Analyze your business requirements before you consider outsourcing services and select a vendor. Review your short- and long-term business objectives. Discuss with your management or board and decide on the budget allocation for call center outsourcing services. Subsequently, you can choose your outsourcing vendor for the following areas of business:
- CX/Customer Support
- Lead Generation
- Lead Generation
- Feedback Collection
- Credit Card Processing
- Order and Service Dispatch
- Bill Collection.
2. Industry Experience and Track Record
Look for a reputable and experienced outsourcing call center service provider with a proven track record. Handing over the critical responsibilities of customer service or marketing activities to a reliable vendor will help you reap benefits for your business and customers.
3. Qualified and Trained Agents
Look for an outsourcing partner with qualified, experienced and trained agents who can handle even difficult situations and deliver impressive work quality. Ask the call center to provide its recent evaluations, agent metrics, and other standards available to determine their efficiency
4. Request for Proposal (RFP)
Send a request for proposal (RFP) to understand your outsourcing partner's work culture, operational procedures, and other parameters in detail. Things to remember while composing an RFP are below:
- Agent metrics
- Reporting and frequency of reporting
- Disaster recovery plans in case of untoward events
- Turnaround time
- Flexibility and scope for your suggestions or inputs
- Frequency of call recordings, agent attrition, and training templates.
Outline your business requirements clearly to the service provider and check if they have multiple pricing options. Choose a company that ensures cost-effective services, efficient services and a transparent system.
6. Quality Assurance
Perform quick market research on the call center's previous projects. Consider customers' feedback to gauge their level of satisfactory services. Remember that affordable, error-free, and quality services are what you are seeking. Also, do not forget to include the clause of quality services based on key performance indicators (KPIs) in the service level agreement (SLA).
7. Access to Advanced Technology
Evaluate the technological potential of your prospective call center outsourcing partner. Ensure they use advanced software applications, latest technologies to function effectively. Service providers that tend to upgrade their technology or embrace the latest technology are more likely to be well-equipped for the future.
8. Capacity to Scale Up
Ensure that the outsourcing partner has the capacity to scale up its operations as and when required. A call center needs to be flexible enough to easily handle even a huge spike in call volumes and keep up with your fast-paced business growth.
9. Able to Provide both On-Premise and Cloud-Based Services
Cloud-based services are simple, fast, and flexible but not devoid of challenges. Customization is one of them. An on-premise server provides complete accessibility and full customization. Look for a outsourcing partner that can offer a blended service, combining both on-premise and cloud-based processing.
10. Foolproof Data Security
Cybersecurity is a crucial factor in protecting the vast database of confidential customer data and other information about your business. Hackers can break into a vulnerable security system and wreak havoc for your business. This is why evaluating the measures your outsourcing partner takes to provide comprehensive data security.
Associate with a Leading Call Center Outsourcing Vendor!
The best and the professional call centers do not simply answer calls. They offer various other services like data collection, data management, pay roll and HR services and complete back office support. These providers can become a valuable part of your team, handling everything from tech support, appointments setting, market data to lead generation and much more.