Call Center Outsourcing: How to Get Value for Your Money

Businesses are in the process of going global. There is an increasing need to reach out to a huge global market even while sitting in one corner of the world. This means that businesses must have the bandwidth, training and resources to provide seamless, non-stop service to customers spread across the globe. For most companies, this is impossible. Besides, the economy of the day demands that businesses cut costs to stay on top of their competition.

Outsourcing work to call centers is the most effective and efficient way of lowering costs while providing quality service round the clock. Outsourcing eliminates the stress and hassles associated with managing and operating in-house call centers. It also gets rid of concerns over the rising cost of equipment and of recruiting more people. With outsourcing to help them out, companies can focus on their core competency. All in all, it is a simple solution to a huge problem.

But there are several factors to consider before choosing a call center firm for outsourcing your work. After all, your service provider is your partner in business. In fact, in many cases, they are the face of your business because they liaise with your clients and customers.

Interview: It is true that most call centers have a vigorous online presence. They provide all sorts of valuable information on their website. Still, it is rather foolhardy to employ a partner without interviewing them. You may choose to talk to them over the telephone or use a chatting service. Whatever the mode, talk to them personally and ascertain their competence.

Don’t fall for looks: As mentioned earlier, most call centers strive hard to generate a good web presence. They spend money on state of the art websites complete with the latest technology. Unfortunately, many companies fall for this even though this is the oldest trick in the book. Truth is, many call centers operate out of modest offices. In any case, you must pay attention to the quality of the personnel. Besides, remember that your objective in outsourcing work to a call center is to reduce your cost. The larger the company, the more you’re going to have to pay for their services! It’s simple economics.

Reference: Ask for references in your country. If the international call centerboasts of sterling service, this is your way of ascertaining their veracity. Some call centers refuse the request for reference on the premise of confidentiality. This is the second oldest trick in the book! Don’t fall for it.

Keep ‘em small: A small to medium outsourcing firm with the required expertise and experience is a good thing because they will be dedicated to providing services of the highest quality. Ultimately, this is what you want. Once you establish a working relationship with your outsourcing partner, it is in your interest to keep the relationship on an even keel. This will save you a lot of headaches later on. When someone is willing to do the work for you at half price, take the time to be nice to them and express your appreciation.