Call center outsourcing is a reliable solution for businesses that want to streamline their processes and cater to their growing number of customers. In 2019, over one-third of small businesses outsourced a portion of their operations, with more than half planning to outsource in the foreseeable future.
The right outsourcing partner can add value to your organization by providing high-quality call center solutions and scalable packages that match your business needs over the long haul. However, the key to a successful partnership is finding the right partner.
10 Key Questions to Ask When Outsourcing to a Call Center
How can you be sure you’re putting your clients in good hands? Here are the key questions to ask when outsourcing to a call center.
1. Who Will Be My Primary Contact?
A key point of contact who takes the time to get to know your business is essential when working with a call center solutions provider. An account manager or executive is a common title for this position. They should have a lot of expertise and communicate effectively and quickly.
Your account manager is your primary point of contact for escalating requests or concerns, such as changes to business operations or goals. Some outsourcing companies don’t handle accounts. However, you’ll still need to be hands-on with your account’s team.
At ROI CX Solutions, we have a dedicated executive team actively managing your account and analyzing results to ensure that our services meet your business goals.
2. What Does the Onboarding Process Entail?
The onboarding process reveals your partnership’s blueprint when outsourcing call center services. Each center may have its own approach, but make sure to understand the fundamental steps.
Contract & Timelines: Get a draft of the contract as soon as possible so you can identify any potential issues. Before deciding on a service, ask about the estimated timeline, which includes the start date, reporting timeline, and service completion.
Training: How will your provider’s agents learn about your company’s specific needs, and what do you need to prepare?
Security: An outsourcing partnership entails shared risks, as agents will have access to key customer data and other sensitive information. Ensure you understand the potential security challenges and inquire about how your provider plans to address them.
Targets: Learn how your provider will help you achieve your unique business goals, objectives, and targets. Likewise, inquire about how results will be assessed and presented to your organization.
3. What KPIs (Key Performance Indicators) Will Be Provided to Track Success?
Key performance indicators help you track agents and overall call center performance. Appropriate KPIs will vary depending on your specific goals. For example, your outsourcer should track metrics such as resolution time, customer satisfaction, and average wait times.
Additionally, inquire about the level of reporting you can expect. Some providers only provide basic metrics, such as total call volume for a certain period. Reliable call center outsourcing partners provide detailed reporting, data, and full transparency regarding your account. At ROI CX Solutions, we provide clients access to live calls or recordings and encourage them to visit our call centers for monitoring.
4. What Inbound and Outbound Services Do You Offer?
Businesses should understand inbound and outbound services before working with a provider. Depending on your organization’s unique needs, you might require both.
Inbound services may include solutions for customer service inquiries, technical support, or payment processing. However, outbound services typically include sales, lead generation, cold calling, or market research by collecting data or surveys.
When making the decision, factor in your long-term goals. Then, you can select a provider that can provide both services to cater to your expansion over the long haul. ROI CX Solutions provides inbound and outbound services to cater to the changing needs of organizations.
5. What’s Your Service Area?
Some outsourcers cater to only one country or region, while others have multiple locations. For example, at ROI CX Solutions, we provide outsourced services in the United States, Latin America, North Africa (Tunisia), and Asia (Philippines). This is particularly helpful if you are looking for a call center that can handle multiple shifts, time zones, and languages.
6. Do You Have Experience in My Industry?
A vital question to ask when outsourcing a call center is their experience and expertise in handling calls in your field. You must find a partner who knows your industry’s ins and outs and can handle industry-specific requirements.
Some call centers don’t have specializations, while some have experience in multiple industries. For instance, ROI caters to various industries, such as:
7. How Flexible Can the Company Be?
Your organization will grow and evolve with time. Business growth and organizational changes require different services and staffing needs. Therefore, choosing a partner that can respond to these changes is critical. Clarify how flexible they are regarding their offered services and how they can scale to meet changing call volume demands.
8. Will My Customers Notice That My Customer Service Has Been Outsourced?
Your outsourcing provider represents you and your business. Your clients should not notice that your call center solutions are outsourced. To build trust, customers must feel you value them and their sentiments. Feeling unappreciated is the top reason for customers switching brands.
To ensure your clients get a personalized experience, providers like ROI CX Solutions provide customized scripting, agent training, and quality assurance.
9. What Is Your Availability?
Your provider’s availability is one of the basic questions to ask when outsourcing a call center. If your business requires round-the-clock services, choose a partner that provides 24/7 call center solutions. It would help if you considered holidays and weekends, depending on the nature of your business.
Additionally, assess your business’ call volume. Some providers require a minimum volume of calls before they commit to a partnership. Find a provider that caters to your company’s call volume requirements.
10. Can You Give References, Testimonials, and Success Stories?
Speaking with organizations that have worked with a possible partner is the best way to evaluate credibility and job quality. Request testimonials, reviews, or references demonstrating their work quality, especially in your field. Long-term customers are a good sign.
Partner with ROI for High-Quality Call Center Solutions
It is paramount for businesses to choose the right questions to ask when outsourcing a call center. At ROI CX Solutions, we ensure our clients get customized services that fit their business needs. We offer award-winning call center solutions to improve your company’s customer support and satisfaction. To learn more, contact us today for a free consultation.