Is your business growing, but you don’t have enough resources to hire more people? Why not outsource a few service? An in-house customer service department, for instance, is costly to run. Besides, there are many call center companies offering their services to various business industries.
As with any other business process outsourcing companies, call centers don’t provide the same standard of service. On your part, it is essential to ensure that your service provider meets your company's needs.
Here are a few questions to ask a call center company before hiring them:
What types of industries do you work with?
Some call center companies specialize in insurance policies, while others are experts in credit card processing. So, spend the time to shop for a call center with areas of specialization similar to yours. This way, you can make sure that your customers' questions and concerns will be addressed effectively.
Do you provide tracking and analysis reports?
Call centers don’t simply pick up the phones and address a caller's concerns. They are also responsible for helping the clients manage their customer service, says UnitedCallCenter.com. With regular monitoring and analysis reports from your service provider, you’ll be aware of the recent concerns or complaints toward your business. You can use that knowledge to improve your internal processes and in turn, enhance your customer service.
How is your uptime?
If you’re a plumbing company that provides emergency services, your call center must be available to take customer calls round-the-clock. The 24/7 call service is also crucial if your company deals with customers all over the world.
In addition to asking these significant questions, make sure to visit your prospective call center to get an inside look at how the outsourced representatives deal with customers. Remember: these representatives can make or break your brand image; make sure to hire the right talent.