You may have an amazing product, but you can lose customers if your customer service is not good. An unhelpful, unreliable, and unresponsive call center customer support services representative can be detrimental to your business. They are the ones who directly interact with customers via phone, email, and chat and receive innumerable inquiries and calls each day. Without proper support and training, they cannot provide the level of service you expect them to. Hence, businesses need to invest in agent training to improve their performance and productivity.
Why Outsource a Contact Center Service
While some businesses rely on third parties for contact center operations, others handle it in-house. Outsourcing an important aspect of your business is not easy. There are two major reasons for outsourcing this function:
Firstly, operating your contact center requires a huge investment in both the workforce and technology. If you are on a budget, it is better to outsource.
Secondly, when you are struggling to manage it in-house, it is wise to outsource part or all of your contact center operations. This way, customer representatives can exert their energy on more profitable tasks.
Qualities to Look For in a Good Contact Center
Let us have a look at some qualities that make a contact center a good fit for your business.
Domestic vs. International Facilities
You need to be careful in choosing a contact center that suits your business requirements. Even though offshore ones are cheaper, they offer fewer services as compared to domestic ones. Additionally, the varying accents can also be an issue as it can make it difficult for the client and the representative to understand each other.
Domestic contact centers, on the contrary, provide a wider range of services, have native English-speaking representatives, and use the latest technology. Hence, the cost of employing them is higher. To make an informed decision, you first need to find out what both domestic and international contact centers have to offer and choose the one that best suits your needs.
Inbound vs. Outbound Services
An outbound contact center offers services that require the agent to initiate communication with the customer. These agents indulge in cold calling to generate leads and follow up with past customers to find out how satisfied they are. Moreover, some outbound centers also conduct feedback surveys through calls to improve business performance.
An inbound contact center requires agents to respond to customer calls, provide technical support, process payments, and other such tasks. To make a good decision, find out the kind of services the shortlisted contact centers offer. Do they provide inbound services, outbound, or both? The type of service you choose depends on your business requirements.
Contact center agents are the face of your business. The way they deal with customers affects the brand’s perception in customers’ minds. It is helpful if these agents can submit daily reports of call center operations as it can provide you with valuable insights. These can include a summary of all calls and the common issues customers are facing. Through this information, you can quickly identify when something is not going as expected and suggest a quick fix to avoid a bigger issue. Therefore, before finalizing your decision, check if the contact center believes in reporting daily or not.
When you are serving an international customer base, you must outsource a contact center that has fluent speakers of multiple languages. These agents will be able to handle international customers much better as they will understand their tone and language well. However, not all contact centers have a multilingual staff, and those that do, charge an additional amount. If your business requires a multilingual service, be sure to ask if the contact center offers it. Confirm everything before making the final decision.
Minimum Call Volume
Some contact centers require a minimum call volume. If you do not have the desired number, they may not agree to collaborate. If you are a small business that does not receive many calls, these contact centers may not be the best solution for you. On the contrary, if you have a large volume of incoming customer calls; you can hire these contact centers. So before you finalize, ask them about their minimum requirements, and try to estimate your call volume and the number of agents you will need.