| "> | | | | 5. Customer Service Reps: Inquire about the training, |
| Outsourcing your incoming calls to a call center service | | | | English speaking skills and attitude of customer service |
| is a very important business decision. The call center | | | | representatives and the turnover rate of customer |
| service staff will be the primary point of contact for | | | | service agents. Do not select a service if the average |
| majority your customers. The right service partner can | | | | tenure of an employee is less than one year. |
| significantly influence peoples' perception of your | | | | 6. Reporting: Detailed accurate reports are a must for |
| company, positively shape your brand and customer | | | | evaluating the performance of the call center service. |
| satisfaction. | | | | If finished reports are insufficient, ask your vendor to |
| Following are the top ten factors you should consider | | | | provide raw data to facilitate your own analysis. Call |
| before hiring a call center service: | | | | duration, calls per unit time, total revenue, average |
| 1. Experience and track record: Experienced providers | | | | speed of answering a call and call handling time are |
| have a good knowledge of your industry, potential | | | | some of the metrics you should use to measure |
| problems and the ability to cope with them. Find a | | | | service performance. |
| provider who has experience in your industry and an | | | | 7. Call monitoring: Your call center service provider |
| excellent market reputation. Ask the provider for | | | | must allow you to monitor calls to assess their |
| references and call them to find out if they are happy | | | | effectiveness. Ask the provider to allow you to listen |
| with the service. | | | | to a few live calls through remote call monitoring facility |
| 2. Price: Prices are based on actual usage. Get quotes | | | | from time to time. |
| from different providers that include details regarding | | | | 8. Call Volume: To have the most effective business |
| basic call charges, training and setup. Do not get | | | | relationship with the vendor your call volume should |
| enamored with ultra low cost providers unless they | | | | account for at least 5 percent of the providers' call |
| can provide great service. Poor service quality at a | | | | volume. |
| bargain price can result in loss of customers and brand | | | | 9. Special Needs: You service provider should have |
| value. | | | | appropriate resources to handle all your scripting and |
| 3. Location: Ask the call center service provider about | | | | training needs. The provider should also accommodate |
| the location of the call center that would handle your | | | | other special requirements such as 24x7 or multiple |
| calls. Many providers may send calls to multiple | | | | language support. |
| locations - offshore and within your country. Make sure | | | | 10. Account Manager: The account manager |
| such an arrangement satisfies your business | | | | responsible for your company should have good |
| requirements. | | | | understanding of your business and appropriate |
| 4. Infrastructure: The efficiency of a service depends | | | | experience. |
| on its infrastructure. Ask the call center service | | | | Hiring a call center service for your business is a major |
| providers about their phone systems, computers, and | | | | decision. If done right, it can result in a productive |
| software. | | | | partnership, lower costs and improved profitablity. |