10 Commandments of Call Center Outsourcing Services
by V(we) Care Vcare Outsource Call Center New JerseyNowadays,
call centers are heavily outsourced to take advantage of elusive skills. Also,
the fact that call center outsourcing
services can reduce the cost of the call center operation makes it a
worthwhile proposition for business owners. However, before one decides to
outsource, it is essential to follow these 10 commandments to ensure success.
Review the CRM and call center software employed by the client
CRM and call
center software play a huge role in the overall performance of a call center. A
good CRM can provide instant information to customer support
reps and allow them to address the issue faster and in a better way.
Never outsource to the cheapest vendor
If you think
that outsourcing to the cheapest vendor can help you increase your profits,
then you are wrong. There are many companies out there that are not competent
enough to ensure high customer satisfaction levels. Associating with such
companies can have a diminishing impact on your reputation in the market, which
can adversely affect your revenues. Always strike a good balance between the
price and quality whenever you outsource call
center services to ensure that you get good returns in the end.
Outsource for currency exchange rate advantage
While
outsourcing to the cheapest vendor is not a good option, there is no one
stopping you from reducing cost by exploiting currency exchange rate advantage.
It is possible to reduce the cost of call center business
outsourcing by up to 2-3 times by offloading work to a competent vendor
located in developing countries like India.
Hire a liaison manager
Whether you
do outbound or inbound call center outsourcing, you
would like to have some measure of control over the services delivered by your
outsourced staff. Flying all the way across the world to have a peek into the
operation is hectic and unreasonable. Instead, you should hire a liaison
manager that serves as your eyes and ears, sending you trustworthy reports
about how the operation is carried out by your partner.
Interview managers
Managers are
the drivers of a call center ship. If you have the right ones on board, your
agents will definitely perform at the peak of their powers. You should
definitely interview managers – in person or via a voice call – to ensure that they
are up to the desired standards.
Jot down SLAs with great care
SLAs are
what keep your call center outsourcing partner
honest about their work. Ensure that you mention exactly what you expect from
the outsourcing partner before offloading your work. Moreover, SLAs ensure that
in case of any error or mistake by your outsourcing partner, you are not held
liable, which is very important in today’s compliance-ridden workflows.
Monitor agent KPIs
To ensure
that the work is done as per expectations, always check on the KPIs maintained
by the agents. If you can’t do that personally, then ask your liaison manager
to keep a tab on the performance of agents.
Outsource to a company with comfortable office space and
facilities
Agent
comfort is very important if you desire consistency in call center work. Hence,
visit the premises of the outsourcing vendor and check if the real-estate and
infrastructure is up to the scratch.
Look for scalability
A business
that can scale according to your growing requirements is very important to meet
emerging business needs. Partnering with a call center
outsourcing services provider that has an abundance of call center
talent that can be provisioned at any time to your call center department is
essential. Vcare is a New Jersey call center that
has many excellent call center reps
and thus has the capability to scale its operations exactly as per your
requirement.
Strive to start a contact center
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Created on Oct 18th 2019 10:31. Viewed 511 times.
Out of all the call center outsourcing companies , I think Bluechip Call Center is the most cost-effective and consistent. Thanks to them we are seeing a rise in the popularity of our products.
Dec 17th 2020 21:29 Edited in Dec 17th 2020 21:30