Call center outsourcing can be a great way to save money while also streamlining your customer service efforts… But only if you choose the right provider. If you’re new to outsourcing, doing the aforementioned can be a daunting task. If you’ve never hired an offshore contact center before, how can you possibly know the warning signs of impending poor service?
Actually, there is a way: By consulting the guide below, you can familiarize yourself with the processes legitimate contact centers implement when working with a new client. Through understanding proper contact center protocol, you’ll be able to gauge the quality of service you’re receiving.
6 Steps Your Contact Center Should Take During The Hiring Process of Call center outsourcing
Your chosen contact center should be willing to negotiate and sign a legally binding contract.
This contract should do more than just clarify rates. It should also specify the type of services you can expect and have criteria in place to protect your sensitive data.
You should be given access to verifiable references.
A high-quality offshore contact center will have no problem providing you with a list of references you can contact. By speaking to the center’s previous clients, you can make an accurate assessment of the level of service they provide.
After you sign up with an offshore service provider, there should be clear indication of who will be handling your work.
The contact center will either assemble a team for you or assign your tasks to an existing team. Additionally, they will create a specific number for you or integrate your existing one into their operations. This will allow your customers to access assistance easily by directly calling the contact center.
Your contact center will provide ongoing support to your customers as defined in your contract.
Depending on what you agreed upon, your contact center will either answer customer inquiries after hours or on a 24-hour basis. A good contact center will respond to your customers promptly and operate on a strict schedule. Moreover, they will answer you promptly if you have any questions or concerns about the services you’re receiving.
Your contact center will report to you regularly.
Accountability is a strong indicator of good service across most sectors. Contact centers are no different: A professional offshore contact center will deliver reports to you detailing the services they have provided. Some contact centers take additional steps monitor quality control as well, such as by recording calls.
Your contact center will make a genuine effort to integrate themselves with your business.
Ideally, your contact center should provide customer service personnel who have experience with your industry. If they cannot, they will ensure that the employees you’re working with are receptive to training. (Note that it’s usually the client’s responsibility to provide adequate instruction to offshore personnel. After all, no one knows your business like you do.)
Ultimately, the hallmark of excellent call center outsourcing is the firm’s willingness to communicate—Both with you and with your customers. Your call center should be willing to establish, and adhere to, clear protocol and practices from the outset. Moreover, they should be willing to work with you actively if your needs change or if you feel certain contract criteria are not being met.