Choosing to outsource your call center can be a difficult decision. You want to make sure that you are outsourcing to a company that will provide the best possible service for your customers. To help you make this decision, we’ve compiled a list of important questions to ask when considering outsourcing your call center. By asking these questions, you can be sure that you are making the best decision for your business.
Pros and Cons of outsourcing a call center
Outsourcing a call center is an increasingly popular option for businesses now due to cost savings in hiring and training expenses. It can also help empower business leaders to focus more of their attention on other efforts. However, it is important to consider all the implications of outsourcing before making a decision. Being aware of potential drawbacks such as security threats or an inability to efficiently adapt to changing customer needs is key when deciding on whether or not outsourcing a call center is the right move for your business. Taking the time to research answers to questions such as how hiring costs compare between hiring a local staff versus using an offshore provider, what type of training will they provide, and other relevant questions will give you valuable insight into if outsourcing is a viable option for you.
What are your agents’ areas of expertise?
Before considering an outsourced call center, it’s vital to determine what specialized areas of expertise their agents possess. Depending on your industry, specialized training and further education may be necessary for call center agents to properly serve customers. For example, the healthcare industry requires specialized knowledge of medical terminology and HIPAA guidelines; however, companies in other fields will also need to ascertain that their chosen call center team members have relevant experience in the field. Understanding exactly how a specialized call center can assist you is important so you can maximize efficiency and ensure customer satisfaction.
What other clients do you work with? May I contact them?
When looking to outsource a call center, it is always important to ask for previous workplace references. All successful companies will have no hesitation in providing quality clientele for you to reach out to in order to verify their reputation and previous experience with the same service. After reviewing previous work clients, you may even be able to contact them and receive feedback about their experience with the outsourcing firm. This can provide valuable insight into the firm’s operations and customer service performance. Therefore, if previous work references cannot be provided or if the outsourcing firm hesitates to provide these, that should serve as an immediate red flag.
How long has your center been in operation?
Outsourced call centers need to be proficient in the latest technologies, as well as experienced and reliable. Before outsourcing a call center, it’s important to ask questions such as “How long has your center been in operation?” or “When was the last time you updated hardware and/or software?”. Companies that have been in operation for at least five years would likely have worked out any kinks in their processes and be better equipped to provide reliable services. It is equally important to check that their technology has not fallen behind; modern technology should be adopted right away, with no more than a two-thirds delay rate in the call centers surveyed. Asking the right questions will ensure that you work with a reputable, efficient, up-to-date call center that can reliably represent your company.
What do your services cost, and what are the payment terms?
When looking to outsource a call center, costs and payment terms must be seriously considered. Various factors, such as the number of employees, their specialized skill sets, and even wages can affect pricing. It’s important to evaluate potential service providers on what costs they offer and how they structure their payment terms; variably, costs may vary between companies. Fortunately, by assessing different costs and comparing options side-by-side, you’re able to successfully find a solution that fits both your budget and your financial goals.
Conclusion
Outsourcing a call center can be a great money-saving strategy for businesses of any size, but it is important to weigh the pros and cons carefully before making the decision. The cost savings associated with outsourcing are typically significant, but there can be quality and control issues as well. Utilizing questions like those provided in this blog post before making your decision can help ensure that you make an informed one that fits your business’s needs. It is also important to consider the reputation of any call centers you are evaluating, as well as research their customer service standards and processes. Ultimately, taking some extra time to ask the right questions up front can save you and your business time, money, and headaches down the line.
