Call Centre Outsourcing: Here's How to Pick the Best Provider

Do you want to outsource your call center operations to an outsourcing company but do not know how to choose the right one? If yes, then you have just landed on a perfect post where you will learn how to go about choosing the right outsourcing companies.

What is Call Center Outsourcing?

Call center outsourcing is a process that allows clients to outsource some or all of their call center operations to an existing call center without having to spend in building their own in-house customer support team. 

Call center outsourcing is a strategy that is used by the client or businesses as a way to reduce costs and increase efficiency. In many cases, call center services are outsourced because the client has outdated facilities, long distances to the client’s main office, or requires minimal management oversight.

Call center outsourcing allows clients to save money by outsourcing their call centers to an existing company that can provide call center services at a fraction of the cost.

There are three types of call centers operations: offshore, onshore, and nearshore.

• Offshore call centers are based in other countries where labor costs are lower.
• Onshore call centers are located in countries with similar economies
• Nearshore call centers refer to outsourcing to neighboring nations with similar time zones. Nearshore outsourcing is a smart manner to hire individuals for a short or long-term project from a third-party source of talented labor.

Call center services are primarily divided into two categories: Inbound and Outbound

• Inbound Call Centers: An inbound call service manages (partially or completely) your business's incoming phone calls. This could be inbound sales queries, but it usually refers to concerns with customer care and assistance. 
• Outbound Call Centers: These solutions are used to make outgoing calls in your name. Outbound is a sales and marketing strategy that may help your company expand. An outbound call center might help your company arrange more meetings, generate leads, or even sell directly.

TIPS TO SELECT THE RIGHT CALL CENTER TEAM

1. Don't Overlook the Price While Appreciating the Cost Savings

When it comes to providing 24/7 support, establishing an in-house customer service department entails significant costs in terms of equipment, recruiting, training, and high salary costs. 

Outsourcing call centers to an efficient outsourced call center can prove to be valuable for cost-cutting purposes. This is especially valuable in the case of small and medium firms that have a limited budget to invest in their business. An efficient call center will help these small and medium businesses save a significant amount of money on their manpower expenses through efficiency reduction.

While outsourced call center models help you save a significant amount of money, you should also ensure the cost and the price you pay for their services. 

Don’t just choose a company based on price alone. Call center outsourcing companies often charge a percentage of your revenue as a fee. Take into account the cost of the services you need and compare it against similar companies. You may find that you pay less by going with one company over another, but you still have to consider its quality of service as well as its reliability.

2. Get More Done In Less

Time is money. So when you're looking for a call center outsourcing company, finding one that can help you build time into your budget is important. However, it’s nearly impossible to get all of your job requirements done in less than an hour. This is why it’s important to hire a call center outsourcing firm that can help you with quick time management. Choosing the right outsourcing company for your needs will make sure you get more done in less time.

3. Keep a Close Eye on - Data Security

Don't forget about security. The sensitive data you're handing over to your outsourcing provider may be stored in the cloud. That means it could be vulnerable to hackers, so if you choose a firm that doesn't have a system in place, your data could be compromised.

To ensure the integrity of the data with your outsourcing call center company that you're moving with, ask them to provide details of their security posture, including policies for handling customer data; encryption; loss prevention; and incident response plans. 

The more information you've got about their software configuration, the better you'll feel about giving them access to all of your sensitive information. 

You should also check that any third parties they rely on for IT support are accredited by the PCI (Payment Card Industry) Security Standards Council. This is because these firms are subject to rigorous checks every year by the council, which issues certificates identifying them as trusted partners. Pay close attention to these details when selecting an online outsourcing company for your call center operation.

4. Determine Whether or Not the Company Has a Highly Qualified Workforce

One of the most important things you should look into when choosing a call center outsourcing company is the staff. The best companies will have a team of experienced and well-trained call center staff to provide high-quality service.

A call center outsourcing company should also have a trained and experienced management team to handle the operation, customer service, and other tasks. Look for a team that has comprehensive experience in the industry and is able to provide exceptional customer service.

5. Check Out Their Past Clients and References

Most outsourcing companies provide you with good quality services, but not all of them can be trusted. There are many companies which provide a limited number of clients per year and they use them as references for their future clients. So make sure that they can provide a satisfactory amount of references per year and remain transparent about it. 

To ensure that your outsourcing company will perform well, you need to check their previous clients and references. A great way is to contact previous clients and ask them about the service they experienced with the company. If they are satisfied, then you are also at ease. If not, then you should avoid that particular outsourcing company.

6. Examine Their Technological Capabilities

The technology used by the outsourcing company is also very important as it helps in achieving quality as well as efficient results as compared to other similar companies that might not have the same technology as your selected choice.

When you pick a call center outsourcing company, it’s important to compare the quality of a company’s tools and technology with what its competitors are using. The most up-to-date tools and technology will make your call center more efficient and productive. If they have the latest technology, it will be easier for them to complete projects.

7. Check Their Policies

There are different types of policies available in the market which include pay per lead, pay per call, pay per conversation, pay per task, etc. Keeping these policies in mind is the best way to find the ideal call center outsourcing company.