Satisfying customers is a tough task. And, when it comes to ensuring customer satisfaction over a phone call, the task becomes even more difficult. The problem exacerbates even further, when you pass over the responsibility of managing your call center to newbies. Such an endeavor often results in failure and diminishes your overall business prospects. This is why; if you are unsure about running an in-house call center, it is a much better option to take help from call center outsourcing vendors.
Don’t Just Look for Any Call Center! Find the Best Call Center Outsourcing Company with These 5 Tips
While on the surface, finding a call center outsourcing vendor may look like a simple task, however, it is a lot difficult than it seems. There is no clear way of knowing which call center outsourcing company will work for you and which will not. In order to make the decision simple, you need to follow the 3 tips mentioned below:
Tip 1: Learn about the managers from LinkedIn
In call center business, managers play a vital role in how a project is handled. It is the managers who hold hand of the agents when they are down, it is the managers who strategize and enrich the knowledge of their workforce and it is the managers who keep track of projects and industry-specific KPIs of the agents. Agents come and go, but a good manager stays in a company for a longer duration and helps shape up the fortunes of the call center business. Hence, it is vitally important that you have a look at their LinkedIn profile to learn more about their past experiences, skills and personality.
Tip 2: Never look for the cheapest vendor
Although outsourcing is (mostly) done for financial gains, making cost the sole criteria for your selection is not the right practice. A vendor who offers his services at an attractive price point may not always be the right choice for you. Moreover, some call center outsourcing vendors seem cheap in the beginning, but they end up costing you more than you bargained for. Expenditures, like the cost of flying out your resources to train the subpar workforce of an inefficient call center, may offset the initial profit you made due to an attractive contract.
Tip 3: Visit the call center personally or send your representative for having a look
No matter how well a call center outsourcing company looks from the outside, you should make a habit of visiting their premises before handing over your business to them. Visiting the office of a call center and having a chat with their employees gives you a better idea of their work culture.
Improve Customer Satisfaction with a Liaison Manager
The task of a business owner does not end after the contract is signed and the business is outsourced. To ensure that you are never shortchanged in terms of the quality of service, it is best to employ a liaison manager who always stays in touch with the call center outsourcing company. This liaison manager will be like your voice in the ears of the employees of the vendor. With his extensive skillset, the liaison manager will help your outsourced managers and agents improve customer satisfaction ratings.
