| Finding a new provider to handle your call center | | | | said no out of respect to you, your business, and out |
| outsourcing service is kind of like being at a grocery | | | | of principle. Find the call center that has a very good |
| store looking for that new barbecue sauce to find | | | | reputation and don't be afraid to ask for references. A |
| yourself staring at 75 choices and no way to taste | | | | provider with a good reputation will only take on a |
| them. So what do you do? | | | | campaign they feel they can excel at and deliver |
| Part of your decision to go offshore will involve | | | | exactly as the client desires. Failure to do that |
| interviewing potential providers. You may have already | | | | tarnishes their image. It is this strict adherence to these |
| started this process and heard, yes, yes, yes, yes, yes. | | | | principles that you are looking for. Finding the right call |
| Either everyone of these centers is amazing and can | | | | center can sometimes feel like picking the six lucky |
| do everything and anything you ask or they are good | | | | numbers for the lottery. Daunting to say the least! |
| at blowing smoke. So what do you do to cut through | | | | So if you are set on moving offshore and outsourcing |
| the BS and find some truth? | | | | or strongly considering it, remember this, you can find |
| One question you will need answered is whether or | | | | great talent offshore whether it be voice, non-voice, or |
| not this provider can handle the process that you have | | | | customer service requiring excellent English speaking |
| presented to them. Be careful if they answer 'yes' to | | | | agents. This talent can provide you with the quality, |
| every question. Maybe they can but remember not | | | | production, and cost savings of over 60% compared |
| every call center is suitable for every process. Some | | | | to onshore options. The key is to request work |
| may have strengths providing technical support, some | | | | samples, references, and voice files of the agents |
| maybe better at non-voice, and some may be better | | | | working in the call center you are considering and listen |
| for customer service support where voice quality is | | | | to them yourself. If it is call center agents answering |
| key. You have to assess whether the person on the | | | | calls for your company you seek, ask yourself an |
| other end of the phone is so hungry for your business, | | | | honest question, "How would I feel if I talked with this |
| they will say yes to everything and anything. It is the | | | | agent?" The key is to find a call center that is |
| call center that says "no" that I have more respect for. | | | | emphatic about hiring only the best speaking agents. |
| The fact is, that in spite of wanting your business they | | | | Insist on quality! Your success is dependent on it. |