Find Your Ideal Call Center Partner
Are you a business leader looking for a new partner or one who has just realized the value of a call center and the power of outsourcing to reclaim time for more strategic pursuits? When you want to provide a stellar customer experience but your business does not have enough time, staff or technology to meet customer expectations, hiring an external call center is a sensible solution to support your team. The thing is, not all call centers are created equal and it's never a one-size-fits-all solution.
Before you go shopping, here's a checklist to help provide clarity as you scout for a call center service provider that's the right fit for your company. Your list will grow as you add more ideas and criteria specific to your business needs.
"Alone we can do so little; together we can do so much.”
- Helen Keller
What do you have currently in terms of:
Systems and technology in use
Average monthly sales
Average daily call volume
Operating days and hours
In-house workforce - how many and who takes care of what
What DO you need for your business?
GOALS - It’s important to know and note what it is you want to achieve. Increase revenue from existing income stream? Open other income streams? End-to-end remote management?
COVERAGE - for which hours do you need help and any other add-on services?
Full call-handling service
to cover all inbound and outbound calls during your specified timings or 24/7, if needed
when you or your in-house team's full-time is meant for other tasks instead of handling calls
Rollover service
to cover calls unanswered on-site after a set number of rings
when you or your team are meant to be the first responders but need backup when it gets busy
Extended hours service
to cover calls outside your usual business hours such as evenings, weekends and holidays
Multi-channel communications
to handle SMS texts, emails, web chats and social media engagement
What you want from your call center
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Look for a call center with specific experience handling calls for your industry. Familiarity with the unique needs, terminology, and expectations of your customers ensures smoother interactions and quicker issue resolution.
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Security should be a top priority. Choose a provider with robust data security protocols in place. Verify that the call center adheres to industry standards (such as PCI-DSS for payment processing) and data protection regulations to safeguard customer data.
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Each business has unique operational needs, branding requirements and product/service offerings. Choose a call center partner willing to customize scripts, workflows, and training programs to align seamlessly with your company’s voice and customer service ethos. Look for a team that prioritizes clear communication, attentiveness, and a friendly disposition. Ultimately, your call center partner is an extension of your brand.
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Your call volume may fluctuate seasonally or due to promotional activities. Partner with a call center equipped to scale operations up or down quickly to accommodate these variations without compromising service quality.
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Look for a call center that emphasizes quality assurance through regular monitoring, call recording, and customer feedback mechanisms. This ensures consistent service delivery and adherence to your company’s service standards. Tracking and transparency with metrics are also crucial in evaluating a call center's performance. Metrics such as, but not limited to, call volume, first call resolution (FCR), average handle time (AHT) and customer satisfaction scores (CSAT) can provide valuable insights.
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Get clear and transparent pricing models. Are there extra costs to consider for setup and other services? While cost is a factor, prioritize value over price alone. Assess the overall benefits of improved customer satisfaction, increased bookings, and operational efficiency that a reliable call center can bring to your business.
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Seamless integration with your existing customer relationship management (CRM) and booking systems is essential for efficient call handling. Ensure the call center uses compatible technology to access customer data, manage bookings, and update information in real-time. Or, the call center can arrange to set up and manage the technology for your business end-to-end. So you can simply relax and reap the benefits of your investments!
Throughout the evaluation process, take note of each vendor’s openness to your questions and alignment with your objectives. A sense of partnership is one of the biggest determinants of success. Selecting the right call center partner is a strategic decision that can significantly impact your company's operational efficiency, customer satisfaction, and overall business growth.