Outsourcing some areas of the business is an option that most companies do today. To become successful in your industry, you can’t be in all places at once. Your company will eventually pay the price if you try to handle everything. Entrusting the responsibility to an outsourcer or a call center is a difficult thing to do, especially if you don’t know the qualities to look for. A good call center should be able to take care of the tasks that you personally don’t have time for. It should also provide you with maximum assistance, especially in dealing with your valued customers.
The following is a list that you may use as your guideline in looking for a good call center:
Call center services can be compensated in various ways – some accept hourly wages, others pay based on commission (pay per performance), project, seat license and so forth. It is easier for you to figure out the underlying model of a call center if you go with a company that pays on an hourly basis. Simply take the wage cost and multiply it twice to get an idea of the operating cost and profit. With the hourly wage model, you can lay out the payable metric, which makes it easier for you to compare the services with your own business.
A good call center always aims to deliver excellent service; it provides excellent service on behalf of your business to build a respectable image for your company. Nothing can create more value for your business than excellent service! If you provide bad service, your business can suffer in no time. Choosing a call center company to go with can be quite daunting. So take your time and make phone calls to every call center company until you find yourself saying, ‘Wow! I love working with these people on the phone!’, then hire that company to represent you.
Proficient in English
This is one of the most important things that you should consider when looking for an outsourcer to handle your inbound and or outbound call handling needs. Choose a call center company that hires agents who are proficient in English (or any language that is majorly used by your customers). Dissatisfied customers are frustrated if they call in and speak with an agent that is not sufficiently proficient in the language that they use. Having the right language and accent may cost you a bit more money; therefore, if you don’t have the budget to spare then opt for e-mail only or online chat service for example ZenDesk. There are many outsourcing companies that find it easier to offer assistance through writing than speaking and it’s more affordable when on a tight budget.
Success Metrics in Call Center & Your Business
Choose a call center that meets your company’s expectations and success metrics; a good call center will make sure that its objectives are aligned with yours. An outsourcer who truly cares about your business with them ensures that your success is tied up with theirs; so only contract with a call center company that has the same definition of success as you do.
Integration Between Systems
As a business, you always want to expand your reach when it comes to your target audience. Part of your productivity plan includes keeping your customers loyal and attracting new prospects to patronize your product and/or service. A good call center can help you increase the number of leads that come into your pipeline; their people will work with your staff to obtain optimum success for your company.
Establish Strong Ties
Most call centers, if they are good, will deliver their promises in a timely manner. However, each campaign is different from one another; some campaigns are more challenging than others and need a different approach. Establishing a strong relationship with your outsourcer is paramount because it is one way to ensure that you will always get the service that you pay good money for.