No matter what type of business your run, the quality of your customer service is just as important, if not more important, than the quality of your products and services. Good customer service can help to set your business apart from your competitors. In addition, it cultivates brand loyalty, promoting repeat orders. Furthermore, the good publicity can help to attract new customers.
So, the importance of investing in trained employees, who can form a customer support team that exceeds your business’s expectations cannot be overstated. Unfortunately, however, many companies don’t have the resources needed to take on new specialist customer service staff, but there is a solution: outsource all customer service work to a contact center.
More and more business are recognizing the power of outsourcing, and as a result, contact centers have been increasing in numbers for the past five years. However, not all contact centers will match the needs of your business. When it comes to calling center outsourcing, you need to choose a provider that is capable of meeting the demands of your customers and adhering to your business’s brand positioning. With that in mind, here are a few tips to help you select the best contact center for your company.
Assess the unique needs of your business.
You need to identify the most important requirements your business has. For instance, if you run an online shop, you might specifically need individuals who can provide an onsite live chat service and reply to email inquiries. Alternatively, your business might want more resources directed at social media representatives and a voice support team. It’s essential that you assess the exact type of outsourced support your business needs.
Identify areas in which a contact center excels.
Assess precisely how a contact center solution would function around your company’s operations. For example, if your company receives a high volume of phone calls around the clock, you need to opt for a call center that has 99.9% guaranteed 24/7 uptime and a robust disaster recovery plan. Surveys show that up to half of all customers will seek to avoid a brand going forward if they have to wait over 5 minutes to be connected to a real person when they call a customer support line. You don’t want to risk losing 50% of the future business, so don’t work with a call center that has high customer service downtime rates.
Select a center that offers seamless business tools integration.
A call center that offers online software that can be easily integrated with your company’s current social media accounts and CRM is a good choice, as such software can increase productivity dramatically. Fortunately, lots of call centers now offer online business integration software.
Establish key performance indicators (KPIs).
KPIs will determine the value a particular contact center is bringing to the outsourcing relationship. A symbiotic relationship requires you to establish KPIs and measurable metrics as early as possible in the business partnership with the service provider. The outsource provider needs to be aware of your vision. What is your business hoping to achieve through outsourcing? Ensure the provider knows what your goals and expectations are with KPIs.
Location is important.
The location of any outsourced contact center provider is important. Call centers located overseas typically offer cheaper services, but your business might be better served by a center located closer to your business’s headquarters.
What sort of security measures does the center undertake?
It essential that you only work with call centers that implement strict security measures and can guarantee the confidentially and security of all data. The center must prove to you that they have protection in place to deal with cyber attacks, data theft, fraud and more. If you can visit the center in person, make sure they have CCTV cameras, password-encrypted security doors for data storage rooms and onsite security guards.
Discuss all fees upfront.
The majority of call centers bill their clients using a per minute pricing system. Keep in mind that live agents will almost always cost more than automated voicemail answering services. Before signing any contract, ensure you know exactly how much you will need to pay for each service. Your relationship with an outsourced call center provider should be transparent from the start to avoid. Don’t rely on estimated quotes.
Finding the best call center provider for outsourcing your business’s customer service can be a time-consuming task. However, by ensuring you do proper research into each provider before you agree to work with them, you can ensure that your business gets the exact type of service that it needs. Ultimately, by working with a call center that meets your exact needs, you can be sure your business achieve its long-term improved customer service goals.