So you’ve decided to outsource your call center. You are now tasked with finding a company to take on this monumental responsibility, and there is an endless pool of contestants to choose from. How do you decide which is the right provider for you? This worksheet download is here to help guide you in your search, and hopefully make an overwhelming process a little bit easier.
Here are 6 things to consider when choosing a service provider.
Download the worksheet here...
Good outsourcing companies specalize in one area. Great call center outsourcing companies provide more than one. With companies that provide inbound, outbound, sales and other services such as live chat or emails, you have options to easily expand and add extra services and campaigns when you need them.
2. TECHNOLOGY / REPORTING
The call centers on the top of their game will be up-to-date on any and all new technologies. They invest in the latest call center technologies and systems so you don’t have to.
Another thing to look for is what kind of reporting that they offer. Take into consideration that not all reporting is created equal. Some companies will only provide very basic summaries of how many calls were made and received. But reporting like this only scratches the surface and isn’t very helpful for your bottom line. A good call center offers more in depth reporting such as: call recording, data on successful transfers, dropped calls and other dispositions.
3. DISASTER RECOVERY / OUTAGES
You have to have a “hope for the best, prepare for the worst” mentality. There needs to be a plan in place should something happen, be it server or technology issues, severe weather, or any number of unforseen problems that could arise. A good outsourcing call center will have a plan laid out and will be happy to show it to you.
Are the call center staff happy and well trained? Both of these are important qualifications to consider, since they are going to be the ambassadors of your company, speaking to your clients. Happy and knowlegable staff is going to equal a higher return and better investment for you.
Call center fee structuring differs greatly from call center to call center. Some have more fixed rates, while others offer more flexible with pricing models to best suit your companies needs. Generally, you want to steer clear of budget and low cost pricing. You’ll get what you pay for. Low cost equals low quality service. Look for companies that can deliver a high ROI (or Return on Investment) and give you a measurable value.
What times of day do you need the call center to be able to take your calls? Just during the week? Weekends? 24/7? Take this into consideration and make sure that the call center you are looking at is able to fit your needs.
You don’t want to get stuck in a contract that doesn’t allow for any growth. That limits growth within your own company. Companies that outsource call centers should have the ability to grow as you grow and can handle fluctuating call volumes.