Outsourcing your operations is a big decision that requires significant research and investment. There are numerous reasons why companies or business owners outsource certain parts of their operations to a third-party organization. It could be increasing efficiency and productivity so you can focus on your core business, expanding workforce, increasing customer satisfaction via round-the-clock support services, or cost-effectiveness. Call center outsourcing is a strategic move to leverage a BPO or business process outsourcing company to manage call center or customer service operations.
But how do you find the right vendor for your business? Here are a few things to consider before you take the plunge into making that decision.
Identifying your Needs
- Inbound vs. Outbound Services. It is essential to identify which area of your business needs support. Call centers have two major categories based on the types of service they provide:
Inbound call centers provide inbound call services, and it could be a variety ranging from basic message taking to full-scale customer service or technical support. It aims to give the overall customer experience to support your business.
Outbound call centers mostly make calls to existing or potential customers. They provide:
- Sales and marketing solutions or services like lead generation.
- Cold calling.
- Market research and survey data compilation.
- Customer engagements for successful conversions to help your business grow.
Once you are sure of what you need, you can start shopping for a call center service.
- Dedicated vs. Shared Agents. Some agents are exclusively dedicated to your project, while others are shared or blended.
Dedicated agents work solely on your behalf. They have an in-depth understanding of your business processes, brand, culture, the ins and outs of your products and services. They are highly trainable to help troubleshoot your customers’ issues.
Shared agents work on more than one project; it could be multiple projects for a single client or a project with numerous clients. They are best suited for those having low call volumes.
You can utilize the best of both environments and opt for a blended agent model, or sometimes called a hybrid model. You have a core group of dedicated agents handling the bulk of the work, and as needs arise, you scale to have blended agents share the load. They can help manage basic call types during seasonal or day-to-day peak times of heavy call volume.
Technology and Security
With the fast and ever-changing technology, it’s also vital to stay ahead of the competition. Check the call center service provider’s capabilities on where they are sitting when it comes to technology. Do they have up-to-date IVR (Interactive Voice Response) systems, ACD (Automated Call Distributor) systems, digital software, and cloud communications that are market competitive? Some vendors offer their services both on-premises and cloud-based. Be sure to evaluate their security measures around disaster recovery and redundancy before jumping on board.
Vendor Specialization, Location, and Capacity
Most answering service companies have more than one specialization and can cover both inbound and outbound services based on the client’s needs. It is essential to consider where they excel or what they do best – if their work is more focused on customer service, technical support, or sales and marketing. You have to find ones that are experts at what they do.
Moreover, having a forefront understanding of the call center’s location, current capacity, and availability for potential growth is also vital if you expand your business operations in the future.
Track Record, Reviews, and Recommendations
Look for an answering service company with a good track record – one that values the quality of their performance and aims to provide excellent customer service. Are they capable of fixing problems and resolving customers’ issues under pressure with satisfactory service and efficiency? Use vendor portfolios, reviews, and recommendations for additional references in choosing the right answering service company perfect for your business.
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