Seven Tips for Hiring a Call Center Agency
Hiring a call center agency can be a great move for your business or a painful mistake if done incorrectly. Our Senior Advisors maintain a trusted list of call centers that have performed over the years. This call center directory will be very helpful to ensure that you hiring a great agency and secure a competitive price. Here are some tips to make sure that call center outsourcing is successful for your company:
1.) Get Out In Front –
Don’t wait until you need help. Your call center outsourcing company can often be set up very quickly but give yourself a little breathing room. Hiring a call center is best done with a few weeks to a month of lead time to choose the top call centers and launch the application.
2.) Communication is Key –
Be clear about what you want outsourcing to accomplish. Communicate projects, expectations, costs, and timelines to your vendor. When outsourcing to an external call center, you are essentially choosing a partner for your business. The agency should work in harmony with your employees and have the same type of work ethic and dedication to success.
3.) Make 1+1 = 3 –
Use a company that will expand your “talent base”. Hire a call center outsourcing company in a different location with agents that have a different skill set than your current employees.
4.) Upgrade Your Technology –
Outsourcing to a top call center agency is a great opportunity to upgrade your technology without spending a dime of capital. Hire an agency that already has the advanced technology in place and can help leverage this infrastructure to enhance your profitability.
5.) Choosing an Offshore Agency –
Call center agencies in low cost, developing countries like The Philippines, India, Latin America & Eastern Europe are often great choices for the following applications:
a. Outbound lead generation or sales with very large targets/lists
b. High volume inbound customer support
c. Back office functions like transcription, chat, and online research
d. Functions that involve low margin products/services
Offshore call centers aren’t a fit for everything but the cost savings are substantial and worth considering in the proper situation.
6.) Choosing a Domestic Agency –
Top call centers in expensive, developed countries like the US, UK, Australia, & Germany are often great choices for the following applications:
a. Outbound sales or lead generation with a finite database
b. High-value iInbound support
c. Low volume inbound or outbound
d. Functions that involve high margin products/services
Higher priced call center agencies are still thriving because certain applications simply require the best agents possible.
7.) Never just hire the Low Bidder!! –
Call center services are the ultimate “non-commodity”. You are hiring a call center agency to manage thousands of individual conversations with your customers on a daily basis. Look for a cost-competitive agency that also has the experience and infrastructure to deliver day in and day out!
Outsourcing is no longer about cutting costs and saving money. It is about doing things quicker & more efficiently, getting to the market faster than your competitors, maximizing workforce flexibility, and gaining access to highly qualified employees.
Call center outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave! If you are interested in hiring a call center, call Worldwide Call Centers today for a free consultation.
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