In an increasingly connected world, optimising customer relations has become imperative for all companies wishing to survive the competition. That’s why Advancia Teleservices has set itself the mission of creating value for the companies it supports through a multi-channel, high-performance and competitive offering in remote customer relations, whether for sales or technical support.
Because we are committed to transparency, in this article we have decided to let you in on our secrets and answer two essential questions that you should ask yourself before choosing your new contact center:
- What services does a contact center offer?
- What pricing models and contractual terms does a contact center offer?
What services does a contact center offer?
Most contact center classify their offerings into inbound and outbound services. The outbound service is ideal for companies that need help reaching prospects and converting them into customers, while the inbound service offers customer assistance and technical support:
- Inbound calls are associated with customer requests such as advice or after-sales service. They can be managed in an external call center. Teleoperators are trained to handle these requests as effectively as possible, with the ultimate aim of optimising customer relations.
- Outbound calls are initiated by the company. They focus on phoning and telesales campaigns. The aim of these calls is to sell to or reactivate inactive customers.
Choosing the right contact center for your business depends on your needs.
You should therefore take the time to study the companies active on the market and check whether the services they offer correspond to your needs, especially if you are a fast-growing company. The size of your business has a direct impact on the size of contact center you should aim for.
Choosing a supplier that is too small can slow you down, while choosing a supplier that is too large can lead to unnecessary costs and a lack of personalised attention. Make sure the size of the contact center matches the size of your business.
You should also consider how the contact center works before making your decision. Generally speaking, contact center are responsible for taking calls and appointments, processing orders and providing technical support. They may also carry out surveys or telephone prospecting to generate leads. Not all the services offered by call centers are necessarily useful for all businesses. So it’s important to choose from this wide range of services, one that’s tailored to your specific needs.
Finally, don’t forget that you need to seek help from customer relations experts. It’s important to opt for a contact center capable of offering a professional service and competent agents. Well-trained employees are essential to the performance of a contact center and without a solid training programme, they may not be able to adapt to your business.
Our Tunisian Advancia Teleservices call center agents are selected and trained to be good communicators. They know how to maintain a productive conversation that aims to solve customer problems, but also to make a good impression. They are able to analyse the situation and respond in clear, understandable language, which saves time and reduces the number of back-and-forth calls between the contact center and the customer.
What pricing models and contractual conditions are offered by a contact center?
Each contact center has its own pricing structure. The total cost will therefore depend on the specific services your company needs. This can include anything from taking orders over the phone to making appointments. It is unlikely that you will find rates posted online. Therefore, it will be necessary to contact a company representative for details.
Find out about initial and ancillary charges, including prices for holiday periods and for exceeding the initial package.
Don’t hesitate to take your time and read your quotes and contracts carefully. To get the best possible price, you should discuss the average monthly sales volume and details of the services available for your specific request.
In order to make an informed decision, we strongly recommend that you obtain three different quotes and compare the terms and conditions.
Make sure you ask for full details of the cost and understand all the services available before taking the plunge.
Finally, read customer and professional reviews. Look at reviews from different sources before making a choice. Take note of what various publications say about the companies you are considering contacting, as well as what customers say. You can also talk to the company’s existing customers and ask them how the partnership works and whether they would recommend this contact center.
Most contact center offer a visit before you sign the contract. This is a good opportunity to understand the culture of your future partner and to assess the extent to which it will fit in with your company’s vision and mission. A few observations, such as people’s commitment to a call, the body language of managers and the way the project manager manages the team, should be good indicators of the company’s culture.
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 call center in Tunisia, because we place the excellence of customer relations and the security of services and data at the center of our objectives?