Hiring a virtual call center can make all the difference in allowing your business to run efficiently. However, deciding on the right call center can be a challenge, especially if you are new to this type of outsourcing. For this reason, we’re going to share with you some of our top factors to consider when choosing a call center for your business.
The first factor to consider when hiring a virtual call center is the speaking accent of the employees. It’s no surprise to anyone that cheap call center agents are those who have a heavy foreign accent that can be difficult for some customers to understand. Realize that when you employee these cheaper call centers, your customers can easily tell. However, if you opt for choosing a call center that has employees with similar accents as your own, they will think they’re talking to your employees directly. This can help to maintain brand image and enhance your customer service.
Disasters happen in all businesses which is why preparation is a must. Any call center you choose should have a clear disaster plan to enforce in the event of a power outage or other similar occasion. You don’t want to lose your potential customers because of disasters that happened to your call center. Simply ask any potential call centers whether or not they have a disaster plan in place. If they tell you yes and give you all their disaster solutions, then they’ll likely be a great hire.
Depending on the extent that a call center will be involved in your business, you need to ensure they have optimal technology to do so. If you expect your call center to schedule appointments, they will need access to your customer service management system. You’ll need to ensure that they have the correct equipment to do so. Simply make a list of all the tasks that you expect the call center to do and notate what types of technology they will need to do each task. This will give you a good list of technology requirements you can give to any potential call centers to ensure they will work well for your company.
Lastly, we’re going to talk about the reputation of the call center. You want to do some online research to discover more about each potential call center. See what their reviews are. Take a look at some of their current clients, which usually can be found on their website. If not, simply ask the sales manager for a list of current clients. Follow up with a couple of leads to ensure that they’re happy with the service provided by the call center. This is one very quick way to make sure there are not false client lists.
Hiring a call center for your business can be a stressful time if you’re not prepared. The above are just some of the common things that you’ll want to factor into your decision about who you hire. Remember to take your time when deciding on which call center you’re going to work with as you’ll likely be forging a relationship for the long-term future.