At some point, you will think about outsourcing your call center. And why? Others are talking about it. You are reading about it. Or someone offering you some outsourcing services. Additionally, there is a need to reduce costs and optimize processes. Or you do not have (enough) resources to support all your customers on every communication channel 24/7. And indeed, you start considering an outsourcing as an option.
Then you come to a place where you are in serious consideration of outsourcing your call center activities. You know your business and your customers. You did your homework and did thorough research on the market and found (appropriate) possible outsourcing partners. And now what? The next step is to contact each of them and ask for a quote for a call center service.
The call center provides numerous possibilities to leverage your market competence through communication. Due to digitally empowered customers, businesses continuously need to adopt advanced call center communication skills and technologies.
And what should you expect from a call center outsourcing provider?
They know how to advise you on an optimal number of agents for your custom request and provide you with a prediction on call volumes by skills. It doesn’t matter if you require sales or foreign language proficiency, or your service is time-specific – 24/7 if needed. Their team gathers experienced agents capable of adopting knowledge specifics from every industry quickly and understanding of your products and services.
Call Center outsourcing providers are ones that have clear guidance on what is your part in setting up process and call center quality expansion. You are together in the process, with clear milestones and time frame. This way, you can be confident that you are in control of your business and your market image.
You want your call center to provide seamless communication with your customers with the same satisfaction on each. Check if they have the technical capacity to provide you with availability on every communication channel (IVR, social, Viber, WhatsApp).
Scalability and quick set up
So, to say – a quick set up. Ask a call center provider, what an expected time (by their opinion) to put everything in operation is. But share your expectations. Check scalability – how quickly they adapt with call increase due to your marketing campaigns or seasonal sensitive demands.
Metrics and reports are significant for the call center. Record on each customer interaction can be vital for your marketing campaigns or business decisions. With so much experience in call center industry and customer care, you can expect from a call center provider to have in place a form of regular reporting on each customer interaction and to be open to making adjustments for your business needs.
Professional communication skill is not enough anymore. You have to communicate with your customers beyond that. And call center agents must develop a communication style for each communication channel customers use to interact with a business – voice, web chat, social, etc. Mastering communication is an ongoing process. A call center provider has dedicated resources and a system to follow on agent communication regularly. That is important to ensure a consistent quality of experience for your customers.
Customer care is a core here. The sense of “care” has to be present in your relationship with a provider. Your mutual co-operation does not end when the operation starts, and it must be a process of continuous improvement of your business. Experienced call center provider knows the difference between the contact center and customer care.
And it is up to you who you will choose. Find out more on customer support at Call Center Solutions.