Articles
Your business can improve its competitiveness and performance by selecting a call center outsourcing provider as a strategic business partner.

Selecting A Call Center Provider - Six Tips

Your business can improve its competitiveness and performance by selecting a call center outsourcing provider as a strategic business partner. Depending upon your particular needs, there are a variety of potential call center benefits available to your company. If done correctly, selecting a call center outsourcing partner can be a long-term business success. However, if the selection is done poorly, your business will suffer a series of headaches or worse, a complete disaster.

Selecting A Call Center Provider Overview

Here are six tips in selecting a call center outsourcing provider to ensure the benefits of a successful business relationship.

Call Center Provider - Anticipate

Anticipate

Good anticipation and planning are characteristics of successful businesses. You should anticipate what your business needs are and how selecting a call-center outsourcing provider will help you in this effort.

While call-center outsourcing providers generally can expedite setting up a new business relationship, the better the initial planning, the better the quality of service. Planning takes time. Give your call-center outsourcing that luxury if it is available to you.

As part of selecting a call-center outsourcing provider, you should review their process for bringing on a new client.  What is expected, timing, and which party is responsible for what.

You should strive to reduce surprises at the outset of the business relationship.

Call Center Outsourcing

Clear Communications

Your business relationship with your call-center outsourcing provider is somewhat like a marriage. Clear communications can help reduce the stress and potential for mistakes in understanding.

Your business needs to be clear in your expectations as to what the call-center outsourcing services are to accomplish. You should communicate the business goals, the means for measuring and evaluating anticipated costs, and the schedule of service delivery.

Set the proper expectation, both within your business as well as with your call-center outsourcing provider, to ensure success.

Since this should be a long-term, strategic business relationship, the personnel assigned to manage should have the proper fit. They should have similar goals and dedication to the relationship’s success.

They need to speak the same cultural language.

Selecting A Call-Center Outsourcing Provider

Value Added

Call center outsourcing providers have a specialized understanding of call center services for different industries. Their executives and staff have the valuable experience and proven strategies that only come from years and years of experience.

A key call center outsourcing value-add benefit is the real-world experience gained by dealing with a history of multiple clients. Think of this as trial by fire.

Each client has common business needs, however, each is unique with different expectations, market demands, and customer needs. Selecting a call center outsourcing provider with extensive years of experience is a major plus.

After selecting a call center outsourcing provider, you have expanded your talent-base. The call-center personnel has different skill sets that your business staff should leverage as part of the relationship.

Learn from the experts in call center outsourcing.

Call Center Outsourcing

Experience

When you are selecting a call center outsourcing provider, you should ensure that their business experience fits your business needs.  How aligned is their business with your business?

When you have a conversation with their management staff is it clear that they understand what is required and how to solve your business needs?

Whatever your level of understanding of your business needs and the use of call-center outsourcing services to solve them, the provider should know much more than you.  That is their core business, not yours.

Generally, each outsourcing provider has its particular industry focus and types of services offered.  They should match your business needs from the outset.

You should not be experimenting, particularly if this is your first instance of outsourcing business services.

Selecting A Call Center

Location

Selecting a call center outsourcing provider location should reflect the type of service(s) that will be provided.  Also, you will need to consider whether your internal personnel is providing like services and whether they will continue afterward.

Call center outsourcing provider locations, due to labor skills and cost fall into two groups:  domestic and offshore.

Domestic call center outsourcing providers should be considered for:

  • Outbound Sales/Lead Generation of Limited Size Database
  • High Value Inbound Services
  • Low Volume Inbound/Outbound Services
  • High Margin Products/Services

Offshore call center outsourcing providers should be considered for:

  • Outbound Lead Generation/Sales with large size database
  • High Volume Inbound Customer Services
  • Back Office Functions (Transcription, Chat, Collections)
  • Low Margin Products/Services
Call Center Outsourcing Provider - Location

Quality Value

One of the primary benefits to a business selecting a call center outsourcing provider is cost reduction.  A call-center outsourcing provider invests in facilities, equipment, technology, operations and staffing that are amortized across it’s client base over a long-term basis.

Your business benefits by paying only for the services needed.

A call center outsourcing provider normally provides its clients a service level agreements (SLAs). The SLA specifies the services to provide, performance criteria, scheduling, quality metrics, and costing. This provides a clear understanding of the responsibilities and performance expectations of both parties.

For your business, the balance between cost reduction and service quality is the value you and your customers receive. 

In selecting a call center outsourcing provider, rarely is it in your business interest to make the decision solely based on lowest bid.

Selecting A Call Center Outsourcing Provider Conclusion

Six tips for any business selecting a call center outsourcing provider are presented. These tips will vary in importance to the business depending upon a variety of factors, but should include 1) Anticipation; 2) Clear Communications; 3) Value Added; 4) Experience; 5) Provider Location; and 6) Quality Value.

Please call us at (888) 339-6699 to discuss which call center outsourcing service will serve your business needs or Contact Us.

Comments (22)

Pretty! This was a really wonderful post. Thank you for your provided information. cool desktop

The next time I just read a weblog, I really hope which it doesnt disappoint me up to this one. Get real, Yes, it was my choice to read, but I personally thought youd have something interesting to convey. All I hear can be a handful of whining about something you could fix in the event you werent too busy trying to find attention.

I blog quite often and I genuinely appreciate your information. The article has truly peaked my interest. I will book mark your site and keep checking for new information about once per week. I subscribed to your Feed too.

Hello there, I believe your web site might be having web browser compatibility problems. Whenever I take a look at your site in Safari, it looks fine however when opening in I.E., it has some overlapping issues. I just wanted to provide you with a quick heads up! Aside from that, fantastic website.

Hello,

Thank you for the comment regarding the browser issue.

Good luck.

Hello there! I could have sworn I’ve been to this web site before but after going through a few of the posts I realized it’s new to me. Nonetheless, I’m certainly delighted I came across it and I’ll be bookmarking it and checking back regularly.

There is definately a great deal to learn about this issue. I really like all the points you made.

This is a topic which is close to my heart… Take care! Exactly where can I find the contact details for questions?

I really love your blog.. Pleasant colors & theme. Did you create this website yourself? Please reply back as I’m trying to create my very own site and want to learn where you got this from or what the theme is named. Many thanks!

This is a topic that’s near to my heart… Cheers! Where are your contact details though?

Can I just say what a comfort to uncover somebody that genuinely understands what they are talking about on the web. You certainly know how to bring a problem to light and make it important. More and more people really need to check this out and understand this side of the story. I was surprised you aren’t more popular given that you surely possess the gift.

Aw, this was a really nice post. Taking a few minutes and actual effort to create a very good article… but what can I say… I procrastinate a lot and never manage to get nearly anything done.

This is a topic that is close to my heart… Cheers! Where are your contact details though?

There is certainly a lot to know about this subject. I love all the points you’ve made.

I was more than happy to discover this great site. I want to to thank you for ones time for this particularly wonderful read!! I definitely enjoyed every bit of it and i also have you bookmarked to check out new things in your site.

Everything is very open with a clear clarification of the challenges. It was definitely informative. Your website is very useful. Thanks for sharing!

Constantly creating unique content is a tough job.

Great article. I will be experiencing a few of these issues as well..

Aw, this was a really good post. Taking a few minutes and actual effort to generate a superb article… but what can I say… I put things off a whole lot and don’t manage to get nearly anything done.

Nice post. I learn something new and challenging on websites I stumbleupon every day. It’s always interesting to read content from other writers and practice something from their sites.

It truly is practically not possible to see well-qualified people on this content, fortunately you appear like you understand what exactly you’re posting on! Excellent

Comments are closed.