Need help handling a high volume of phone calls? If so, hiring a call center is an excellent solution. A call center will be there to manage the ebb and flow of inbound or outbound calls and manage time-consuming tasks like appointment setting and over-the-phone surveys.
But if you’ve never outsourced call center services, you may have questions about the process. There are many factors to consider, including pricing, types of services offered, time zones, brand consistency, and more.
Here’s what you need to know about how to hire a call center.
Why Should You Hire a Call Center?
There are many types of businesses that could benefit from hiring a call center. If you find yourself overwhelmed by the day-to-day management of your customer service or sales team, a call center could be a great solution. Likewise, if your business experiences a surge of inbound calls during a certain time of year, you could hire a call center to alleviate some of the stress.
You might also consider hiring a call center if you’re looking for outside expertise to improve call center KPIs or hit call center goals. In reality, there are countless reasons to hire a call center—just make sure you determine why you need one before you start looking.
Pros and Cons of Outsourcing Contact Center Services
It’s important to weigh the pros and cons of call center outsourcing before you start working with a particular call center. While there are many reasons a call center can help your business thrive, there are a few drawbacks to consider as well.
1. Pro: Save Money
There’s no way around it: Establishing an in-house call center is expensive. But hiring an outside call center allows businesses to avoid hiring a full-time team, investing in equipment, and dealing with management and maintenance. Hence, many companies choose to outsource this task, which saves them money to put toward other important aspects of running a business.
2. Pro: Increase Efficiency
Because call centers are already up and running and specialize in customer communication, they can work much more efficiently than an in-house call center. The call center handles staffing, sourcing equipment, influxes in call volume, and other factors that can be very time-consuming for an in-house team.
3. Pro: Rely on Expertise
The best call centers have years of experience in their industry. They know how to act as an extension of your business and apply their knowledge to better serve your customers. Agents can handle any circumstance professionally and efficiently, and the call center will deliver regular reports to help you improve processes.
4. Con: Physical Distance
One of the biggest downsides of outsourcing call center services is that the call center will be off-site, which can make it more challenging to communicate and monitor performance. This is why it’s crucial to choose a reputable, trustworthy call center to handle your inbound and outbound communications. You want to know your customers are being taken care of and that very little oversight is needed from you.
5. Differences in Culture
Many companies cut costs by hiring offshore call centers, where agents may not understand American culture. And even nearshore call centers may not understand the nuances of your company culture. For these reasons, it’s essential to choose a call center that takes the time to understand the unique elements of your brand and customer base.
What to Look for in Call Center Service Providers
The quality of call center services can vary wildly from one company to another. Make sure you get a call center you can depend on by looking for one that has:
- Fair pricing
- Services you need
What Services Can You Get From a Call Center?
Today’s call centers are equipped to handle many different types of calls. Here are just a few of the most common offerings you can outsource by hiring a call center:
- Inbound calls
- Outbound calls
- Appointment setting
- Customer service
- Virtual call center
How Does Billing Work?
How do call centers charge their clients?
Pricing models range from “shared inbound” plans (clients only pay for time used, at a per-minute rate), dedicated services (agents are assigned to a client and paid on an hourly basis), and monthly rates.
If you only need occasional services, a shared plan may work for you. But if you have constant needs, a dedicated monthly rate is probably the most cost-effective option.
How to Prepare for an Investigative Call
Before you hire a call center, decide what type of services you’re looking for and how much you’re willing to pay for them. Then take time to learn more about the company and make sure they’re a good fit for your needs.
Here’s a list of questions you may want to pose during an investigative call:
- How long have you been in business?
- Do you specialize in a certain type of service?
- What reporting do you offer?
- What are your rates?
- Do we have to sign a contract?
- What are your company values?
- Where are your agents based?
Learn More About ROI’s Call Center Services
When you’re looking for a call center that puts your customers first, hire ROI Solutions. We’re dedicated to providing the best customer service to all of our clients. And we’re proud to be driven by results and integrity. Contact us today for a free quote on call center outsourcing.