Nowadays, 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.
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
Call centers can be transformed into contact centers, which can be fruitful for a business. If you are looking to have a comprehensive call center process along with Live Chat and other back office out sourcing services, it is best to associate with a call center outsourcing partner that can provide 360-degree contact center services.