Contact center: Find a company capable of managing your needs
Are you a small or large company? Do you generally have a high volume of incoming calls, or do you need people to bring in new customers? As well as knowing your business needs, it’s essential to determine the size of your workload in order to find an appropriate contact center that can meet them.
In the contact center industry, an outsourcing company may require a minimum call volume before agreeing to a partnership. It makes sense that a large contact centre would only want to partner with a company that has high call volumes and high customer service issues.
If you’re a small business, don’t worry: there are also contact center on a human scale that are willing to handle a small number of customer requests.
Make sure you assess the requests you have and the number of agents you need to handle the calls. These are essential details that a contact center will certainly ask you for, as they are also factors in the pricing of their services.
Contact center: Check the background and reputation of your new partner
Just as you do with the candidates who respond to your job offers, it’s important to quickly check the background of your potential partner. Once you’ve shortlisted candidate partners, get to know them better by exploring their company profile, history, services and client portfolio.
You can also check whether the contact center in question has received any awards for outstanding service.
That said, the most reliable source of information about a company’s reputation is its customers. After all, every company’s success lies with its customers.
If the contact center you’re looking at has an impressive customer base, it’s a sure sign that the company is doing well.
You can talk to the customers of the contact center that have responded to your call for tenders or that interest you to ask any questions you may have about how the partnership is going and ask for recommendations.
If the shortlisted contact center meets your competitors’ requirements, it will probably be able to meet your needs.
Contact center: Observe the company culture and check that it is compatible with yours
Doing a background check on the contact center can also give you an idea of its corporate culture.
Corporate culture is a good indicator for evaluating a business relationship. It involves the working environment, vision and mission, values and ethics, expectations and goals or leadership styles of both parties.
Your company and the contact center have to be on the same wavelength in some way. This doesn’t mean that you and your partner have to be similar in every way. What is crucial is how the two cultures can meet and work together to achieve common goals.
Employee profiles and testimonials can give you a good idea of the contact center values towards its staff.
Finally, don’t hesitate to do a physical check of the company’s office to see its employees in the thick of the action if you can afford it.
Contact center: Consider the company’s location
When considering outsourcing your customer service, you need to consider the location of your new contact center. First, confirm where most of your customers live. Then, choose a site that is similar or close to the area to avoid incompatible time zones.
Secondly, determine where the actual contact center will be located. There are several options open to you. You can locate it in your own office, or leave it on the premises of your partner’s workplace. It is also possible to recruit contact centre agents who work remotely from their homes.
Thirdly, think about your long-term objectives. If you intend to grow your business, choose a location where you plan to operate in the future.
The location of your contact center depends on your customers, your budget, your resources and your objectives. Make sure that, wherever it is, it always meets your customers’ needs without compromising the quality of your services.
Contact center: Don’t forget security measures
As a business, you store essential information and data about your organisation and your customers. This data can be top secret or sensitive, so you need to put in place measures to ensure confidentiality and security.
If you decide to outsource your customer service, it is inevitable that various information will be shared with your contact center. Therefore, make sure that the company implements protocols and management procedures to take care of this vital information.
You can let your potential contact center explain to you, at your various meetings, how it stores and protects data, and whether it has recovery measures in place in the event of fraud or data corruption.
Once you have an idea of these security measures, review your own organisation’s standards to ensure that you are both compatible.
If you still have doubts about choosing your new contact center, don’t hesitate to contact us. Advancia Teleservices is here to guide you and answer all your questions.
We are one of the most important contact center in Tunisia, because we place excellence in customer relations and data security at the heart of our concerns ?